Solved Dialling out from Teams issue

[infinity5]

Hi All,

Just enabled Teams Direct Routing, running my 3CX PBX on Azure - in the UK

Unable to dial out from Teams unless I add +44 to the start of the number or dial a number in the local area without the area code, i.e. if I want to dial a mobile number or number outside of Leicester, I have to dial +4407XXXXXXXXX or +440208XXXXXXX and for calls to Leicester numbers I just dial the part after 0116 so 2XXXXXX. Calls to internal extensions work fine.

If I dial the number without adding +44 I get "Called Number Does Not Exist"

This is what shows in 3CX event log.

"Call or Registration to 7XXXXXXXXX@(Ln.10000@Gamma (3CX SIP Port 5060 required)) has failed. 88.215.63.11 replied: 404 Not Found; from IP:88.215.63.11:5060"

Note that the 0 is missing from the start of the number so Gamma does not recognise the number.

I don't know if this is an issue with the way Teams is translating the numbers or my Outbound Rules in 3CX.

Any ideas?

Thanks

 

[VasilisV_3CX]

Hi @infinity5,

Do you have Outbound Rules that are stripping digits? Teams will read the Outbound Rules of the PBX before placing the call.

 

[infinity5]

Hi @infinity5,

Do you have Outbound Rules that are stripping digits? Teams will read the Outbound Rules of the PBX before placing the call.

Hi,

No, nothing stripping digits. I have two Outbound Rules, one for Local which adds 0116 if the dialled number is 7 digits long and the other is National/Mobile which selects the Gamma SIP trunk if the call is 10-11 digits long.

 

[VasilisV_3CX]

Hi @infinity5,

If you log in to the admin portal (admin.teams.microsoft.com) and navigate to Voice >> Dial Plan >> 3CX Dial Plan, can you open the 3CX Dial Plan and send us a screenshot of what you see?



Also, do you have previous integrations, other dials plans on the list?

 

[infinity5]

Hi @infinity5,

If you log in to the admin portal (admin.teams.microsoft.com) and navigate to Voice >> Dial Plan >> 3CX Dial Plan, can you open the 3CX Dial Plan and send us a screenshot of what you see?

View attachment 23927

Also, do you have previous integrations, other dials plans on the list?

 

[infinity5]

Hi @infinity5,

If you log in to the admin portal (admin.teams.microsoft.com) and navigate to Voice >> Dial Plan >> 3CX Dial Plan, can you open the 3CX Dial Plan and send us a screenshot of what you see?

View attachment 23927

Also, do you have previous integrations, other dials plans on the list?

Hi, apologies forgot to answer your questions.

We were using Business Voice as a trial (Teams calling direct) but I cleared out all settings beforehand. There is only one other Dial Plan which is the default one in Teams which is not assigned to anyone.

 

[VasilisV_3CX]

Hi @infinity5,

Firstly, can you edit the Dial Plan and remove the External Access Prefix while we test?

Can you open the dial plan by clicking on the 3CX Dial Plan link and sending a screenshot of what you see there?

 

[infinity5]

Hi @VasilisV_3CX

Yes I have edited the dial plan and removed the External Access Prefix as requested.

Also here is the screenshot, I assume you only needed the Normalization Rules.

 

[VasilisV_3CX]

Hi @infinity5,

As the changes take a little time to update, I'd like you to try again later. If by tomorrow there is still an issue, I'd like you to enable Verbose logging on your PBX, then begin a Capture via the Activity Log and dial the number. Once done, PM me the generated support info.

 

[VasilisV_3CX]

Creating a new Outbound rule and removing E.164 functionality from the PBX resolved the issue.

 

[infinity5]

If anyone else comes across this, as per the troubleshooting with 3CX we disabled E.164 in 3CX and created a new outbound rule for calls to 13 digits.