Solved Calls appear from wrong Extension

[Alex34]

Some of the users on our system receive calls that look like they are from extension 100 (a real extension on our system). However, they are from another user on the system. Today, I say one of these users on the WebClient, and it said they were talking to Default Extension[100]. I have seen nothing in system extensions about this, and am not sure what is going on. Any help is appreciated!

 

[Alex34]

A helpful tip from a user showed that when an internal user called the external number and then dialed an extension this occurred. However, is there anyway to changed the Default Extension from 100?

 

[Saqqara]

Operator extension is configured - Settings - General Settings - Operator Extension

The extension has to exists on the system

 

[Alex34]

Thank you for your response!. The operator extension is extension 108, not extension 100.

 

[Saqqara]

Without more info on the setup of your system, it hard for us to be more specific

Does 100 exist on the system - extension, ring group, ivr or queue ? Extension 100 is not a system extension so must exist somewhere

What is your incoming call flow, have you checked this

Have you check the activity log, to see the call flow of the calls ?

 

[Alex34]

Extension 100 is an extension on the system.

Here is a call flow of the situation. I used an internal phone, ext 107, to call our external number, then dialed extension 109

 

[Saqqara]

Have to ask, why are you calling your external number within the 3CX system - you are creating two sim calls.

Does the system work normally, if you call your number from an outside line.

 

[Alex34]

Our users sometimes do it accidentally from habit as they use their cell phones so much. It does work normally from outside.

 

[YiannisH_3CX]

Hello @Alex34

What is the call flow exactly? Do all calls come to an IVR and you are using direct dial to reach an internal extension or do you have inbound rules going directly to extensions?
From your description i understood that calls work but appear to come from a different extension. Your screenshot however shows a message from Callcentric that informs you about voicemails etc (PBX ignores those) and a cancelled call.
I would recommend trying to replicate the issue and looking in the activity log for the call details. That should tell you the route the call is following.

 

[Alex34]

Users directly dial extensions.

I increased the logging on Activity Logs to Verbose. I am no expert, but this looks like the log where the server receives a reply on the SIP network from 127.0.0.1, the loopback. It then goes to the "Default extension", the first mention of that here. 801 is our digital receptionist. I'm unsure how to interpret this to determine the route of the call and what that indicates about the default setup.



Here are a couple other logs. If I need more, please let me know!

 

[AWS2P]

Your call reach IVR 801 and then goes to ext 100 (is this your operator extension?)

Who is set as 100 in your PBX?

 

[Alex34]

Extension 100 is a person in IT. They are the first extension on the list, 100, but they don't handle calls at all and are a normal extension.

 

[AWS2P]

Which extension should handles the calls if 100 is not the one?
is the operator extension set on your pbx?

 

[leejor]

Is extension 100 set to call forward? At all?
If you can replicate someone receiving a call from 100, then please post the entire (not verbose) Activity Log.
What triggers these calls? A call to the IVR, then selecting "something"?

 

[AWS2P]

They are the first extension on the list, 100, but they don't handle calls at all and are a normal extension.

Are you joking? you make fun of us?
They are in first place of a list , what are you talking about ? (list of things to buy in supermarket?)
They don't handle the calls, so they use phones to play tennis with ?
seriously give us some understandable info if you hope for concrete help, we all waste our time you included.

 

[Alex34]

Sorry for the slow response. I attached the logs from one of the events. @leejor, if you are on an internal extension(any internal extension), call our external number and dial an extension, to the recepient, the calls appear to come from extension 100. To answer your other question, for extension 100, if they are away, calls are forwarded to their cell, but these can be replicated at any time, and doesn't seem to involve this.

@aws2p, they are first in the list, ie extension 100 is numerically lower than all other extensions, so it shows up first in the list in 3CX. It is not involved with the digital receptionist or any thing like that.

 

[JohnS_3CX]

Hi @Alex34

How are your trunks set up? Are you using a Gateway by any chance? I'm getting the impression that "Default extension" <sip:[email protected]:5060> is not part of the PBX but coming externally from the trunk/gateway setup

 

[Alex34]

@JohnS_3CX , That was it! Our provider had a default "extension" of 100, so that is what showed up when one of our users called the external number. Thank you!

 

[JohnS_3CX]

You're welcome, I'm glad the mystery was solved