Solved Calls to DDI Going to IVR Instead of Direct Extension (3CX)

[rajveer]

We are experiencing an issue in 3CX where incoming calls to a Direct Dial-In (DDI) number are being routed to the IVR (Digital Receptionist) instead of reaching the intended extension directly.
Diagnosis Done So Far:

• Checked SIP trunk settings – configuration appears correct.
• Verified inbound rules and DDI assignment.
• Tested with another 3CX system (migrated from v16 → v18 → v20) – DDI works correctly there.
• Used the same SIP trunk and DDI number on the working system – routing works as expected.
• This suggests the issue is isolated to the current 3CX instance rather than the SIP provider.

Environment:

• 3CX Version: 20.0 Update 8 (Build 1121 Release)
• Deployment: (Hosted)
• SIP Trunk Provider: Vetta NZ

Has anyone seen this behaviour on a fresh or non-migrated 3CX system where:

• DDI is correctly configured
• SIP trunk is confirmed working
• But calls still default to IVR?

What else should we be checking.

Please Help

Thanks

 

[paulodagraca]

Hello rajveer,

Please create a SIP Capture, right from the 3CX Dashboard.
Check the DID number comming from the provider to setup this corrsponding to the DID numbers in the SIP trunk.
For sure the DID numbers on the trunk are not 100% the same as provided by yhe provider.
If the 3CX can not match the inbound DID numbers, it will default back to the "Default Route" and that is what you have right now.

You should be able to fix this quickly if you have the information from the Capture.

Paulo

 

[rajveer]

Hi Paul,


Thanks for your input — much appreciated.


The DDI issue has now been resolved. It turned out to be a configuration problem on the SIP provider’s side, which they have since corrected. Calls are now routing correctly to the intended destinations in 3CX.


However, we’re still facing the original issue regarding Caller ID:

• When a call comes in via DDI and is forwarded directly to a mobile, the original caller ID displays correctly.
• But when the call goes through the IVR and is then transferred to a mobile, the original caller ID is not preserved (it shows the main number).

So it seems the issue is specific to calls that pass through the IVR before being forwarded externally.


Have you come across this behaviour before? Any suggestions on what settings (perhaps outbound rules, caller ID reformatting, or trunk settings) might affect this?

Please advise.
Thanks.

 

[paulodagraca]

Hello @rajveer,

Big difference.
A) Call comes into the 3CX server and gets redirected directly outbound again without being answered at the 3CX system. Call reflects and does not stay on the 3CX! (DID will be preserved).
B) Call comes into the 3CX server and gets answered bij the 3CX system, to play audio on the started call. This is now a terminated call setup at the 3CX. From here the system 3CX will need to setup a new call outbound and transfer the existing audio call. So there will be one inbound call into the 3CX, and 1 outbound call from the 3CX to the forwading number.

So the option A and B are not the same, quite differend.

Depending on your country and SIP trunk provider you will need to setup the trunk correctly to get this working.
Please contact you provider to provide you with the exact details for this to work.

You can also try to mention all this information and hope somebody else has already done this in the same country with the same SIP trunk privider.

I guess the best would be to get the information from the provider, on how to get this working. There is not one answer that is correct for the whole world and all the providers that exist. Let them inform you how to exactly set this up on their system.

Paulo

 

[rajveer]

Thanks Paulo,

I have fixed this by chhanging the registration from username and password to IP based.

Caller ID works perfectly fine.

Case closed.

Thanks for your help.

 

[paulodagraca]

Hello @rajveer

Great to hear all is good now.
Not sure what version 3CX system you have, but please make sure you are on
v20 release 8A.
There has been some security update on the version 8, so do make sure about this.

Paulo

 

[rajveer]

Yes, i am on this

Version 20.0 Update 9 (Build 670 Alpha)