Call transfer failed, no answer!

[loop3r]

Hello,

I recently noticed that a forward to mobile rule it's not working anymore and the clients get this "Call transfer failed" prompt.

So, this is the actual setup:
The call is answered by an IVR, client press 5 to connect with extension, which rings for 10 seconds on a Fanvil X4 and after gets forwarded to mobile. If the guy is at his desk and picks up the Fanvil in those 10 seconds, all is good, but if he's not there, then the call gets dropped with the "Call transfer failed" prompt.

This guy has also an DID and by calling it directly, i get connected to the extension and if he doesn't answer, i get transferred to his mobile and it works! So the problem is only present when going thru the IVR.

3CX v18.0 (Build 461)
Server: Windows 10 Pro
Hosted on premise, on a virtual machine.
Provisioning method: via LAN
SIP Provider: Local provider, not supported by 3CX
Firewall check all green, just run it today

I really don't know what to try anymore and i'm not an expert on voip. All i can say is that this issue started after upgrading from v16 to v18, this would be the only noticeable change.

 

[JohnS_3CX]

Hi,

The system needs an outbound rule that allows it to perform transfers to external numbers ie. a mobile.
https://www.3cx.com/3cxacademy/videos/advanced/configuring-outbound-routing/

Since the forward is not done by an actual user, your current outbound rules will probably not apply, hence the forward is blocked.

Please watch the below module, specifically the part about "Outbound Rules: System Extensions".

This will explain in detail what I mean, and also shows you how to address it. After this, the forwards will begin to work as expected.

 

[loop3r]

Thanks, i'll take a look and try to create a new rule for mobiles.