Solved Call routing issues

[healthy]

I have noticed that our phones, no matter which DID is dialed, all goes to the main IVR. This was not the case, and I feel like maybe the new hybrid consoles could be where the breakdown is now.

I see in the old M.Console that the SIP trunk main number has to go to something, so it goes to the main IVR for Open and Closed. But now if you dial a a DID that should not go to the main IVR, such as a FAX, it goes there. Almost like something is "catching" call call rules and funneling them there before the other rules can take effect.

 

[Charles_3CX]

Regarding your question and the mentioned issue, check the DIDs that you have entered and ensure that they are in the correct format. If, for example, the provider is sending the dialed number into the system in E164 format, then ensure you entered it in this format within the trunk settings in the system.

 

[healthy]

Thanks Charles, I'm using Flowroute and I do see my DIDs are in just plain 1234567890 format rather than the +1234567890 displayed in 3CX. Is that what I need to change

 

[Charles_3CX]

If the DIDs under the flowroute trunk are not in e164 format and they are sent into 3cx in this format, then yes, you need to match the DIDs in the 3CX system as they are being sent in from the provider's side

 

[healthy]

Thank you that was it. I had to remove the + to get the routing to work properly!