Call Routing

[mapham]

Hi

We seem to be having a design problem where calls are not routed properly but to understand the flow here how everything is setup.
We have the 3CX hosted in amazon and one of trunks is setup with Twilio. So any calls that are 10, 11 or international calls will be routed using that trunk.

We also have another trunk, private trunk between 3CX hosted and our Local Office PBX unit. The 3CX platform is using 4 digit extensions that Local PBX is using 3 digit extensions.

I setup a a rule that any outbound calls that have 3 digits, should be routed using the private trunk to the local office pbx. All works perfectly with no issues when you dial the 3 digits extensions.
The issue is next.
In the local office PBX unit, if we have one user that has his/hers local extension forwarded to an external source, like their cell number for example, when you trial to call the 3 digit extension, the call will bounce back to the main 3CX number admin extension.

Any ways we can still make this work. Why would this come back to 3CX. ? If the call is fwded it should use the other pbx to go thru all the way. Is worth mentioning that when you dial the 3 digits extensions from the local pbx, it goes out to the external source.

Thank you

 

[YiannisH_3CX]

Hello @mapham

So to make sure that we understand this correctly, you call from 3CX to a 3 digit extension on your local PBX that has a forwarding and instead of the call being forwarded out from that PBX it comes to 3CX?

Is the call reaching you local PBX when you dial the 3 digit extension?
What does your local PBX logs say? Where is it forwarding the call to?

If this was a 3CX system you could check the activity log and check which outbound rule the call used so you could understand the call flow. Is there something similar to the other system?

 

[mapham]

Hi
The call does seem to reach the other local PBX but for some reason, as opposed for the call to be calling out using the local pbx route, the call bounces back to the 3cx system and goes into the voicemail or press zero announcement default admin.

 

[YiannisH_3CX]

I don't think your issue is with 3CX here. If the call is sent back to 3CX by your local PBX then its most probably a configuration issue on the local PBX. There must be some log you can check there to help you figure out what is causing the issue.