Call routing query

[aurora3]

Hi,

I've just been speaking to an existing 3CX client, whose system we installed a few months back, about some odd call routing behaviour.
The receptionist has reported that a user in their accounts department, extension 207 for reference, has received a number of external calls, that haven't been routed through the IVR.

This user doesn't have a DID number allocated to her extension, none of them do, so I don't see how it's possible for an external number to call this extension directly.
If the caller knows the user's extension, then they can enter it when calling the main IVR number, but this shows as a call to the IVR in the call log, followed by a line that shows the call was then routed to the user's extension.

Looking at the call log over the past 24 hours or so, there are a few external numbers calling internal extensions directly, but I don't see how this is possible.
Can anyone shed any light on this?

The customer's PBX is hosted on Azure, so I guess I can obtain more detailed call logs, but is it possible to retrieve anything directly from the 3CX management portal?
The default call logs are very basic, for example, it would be good to be able to add a column to show the called number, as well as the from number.

What can I tell you that would help?

Dave C

 

[Evolute IT]

Catch all routing? Maybe from a not-set DID?

 

[aurora3]

Thanks for your comment. I'm not familiar with catch-all routing, could you explain where I might look?

I assume this is a call that isn't coming into the customer's main IVR number, as the call log doesn't show the IVR receiving a call. When we ported their existing numbers over, they were all added under the SIP Trunk / DIDs, but to my knowledge, none of them have been allocated. Is there a way of easily checking?

 

[Evolute IT]

Thanks for your comment. I'm not familiar with catch-all routing, could you explain where I might look?

I assume this is a call that isn't coming into the customer's main IVR number, as the call log doesn't show the IVR receiving a call. When we ported their existing numbers over, they were all added under the SIP Trunk / DIDs, but to my knowledge, none of them have been allocated. Is there a way of easily checking?

First, check the destination set in the trunk configuration Route Calls To section. This is the catch-all route whenever a DID isn't configured or an inbound rule isn't set for that DID.

Then, check under your inbound rules if they have names, if so, it would show in the call log as "CALLERID:RULE NAME". In this case, it seems it does not. Therefore, the call might be coming in to an unconfigured DID.

 

[aurora3]

Hi,

I've checked the SIP Trunks, Route to and all looks to be fine. In office hours calls are routed to IVR, out of hours to voicemail for a dummy extension, set to send voice messages to an email address.

There are a number of Inbound rules, only two have no specific name, but these route to different extensions, not the one in question.

Any other thoughts? I can see there's an option to try and extract some call analysis, using a 3CX call logging tool, but this looks a little long-winded. Is there an option to set up some specific call logging on the customer's extension, to see if we can catch any future calls that may come in?

Appreciate all your thoughts on this mystery.

Dave C

 

[Evolute IT]

What you'll want to do is simply enable verbose logging and wait for the issue to reoccur. From there, you grab the logs and will be able to see the exact route the system took.

 

[leejor]

I would suspect that callers are dialing the extension direct, from the IVR, if calls are going to multiple extensions, and not just one destination. The 3CX Activity Log, in Verbose, should confirm this.