Calls not transferring to external number/Logs show calls as "NO ANSWER"

[BenchmarkFS-IT]

We have a handful of Ring Groups setup to forward to an external number when there is no answer, for one group the calls will not transfer. In the 3CX and Trunk logs show the call as two separate calls both with "NO ANSWER" as the result.

When transferring an answered call to the number, the call is able to go through without issue. When the Ring Group is set to a different external number, it appears to forward without issue. I checked both the external number's phone and the blacklist within 3CX, the phone number and the Trunk number are not blocked on either.

Would this potentially be an issue with the external phone's carrier or something not working properly within 3CX?

We are currently on version: 18.0 (Build 908) w/ Enterprise License.

 

[jed]

@BenchmarkFS-IT
Naaa, I guess that you haven't allowed the external numbers in your Outbound rules. Try to add an outbound rule stating Calling to xxxxxx (Your External number) go through your SIP Trunk. Place this Outbound rule on top of your rules, and try it out.

Edit added: In this way, you will allow the call to the external number.

 

[BenchmarkFS-IT]

External numbers are enabled. We have this exact setup on other ring groups, this is the only one where this is an issue. Setting the forward to a different external phone number has worked without issue. This is isolated to a single external phone number.

 

[jed]

External numbers are enabled. We have this exact setup on other ring groups, this is the only one where this is an issue. Setting the forward to a different external phone number has worked without issue. This is isolated to a single external phone number.

OK. Then I cannot help.
However, if the other numbers are attached to an Extension (like a Cell-phone number) then this external number will be automatically "approved" by your 3CX as a number you can auto-forward to, whereas numbers not known by your 3CX can be approved by adding an outbound rule. But if that isn't the case for you, then I don't have a clue for a solution in your case, but another here might have.

Have a great weekend.