DID line is not reaching to the designated user.

[NorcalControls]

Info
3CX v20 self-hosted Enterprice license server on Azure.
Flowroute SIP provider with 2 DID lines for testing.
Flowroute has been setup properly in 3CX > Voice&Chat session, DID numbers have been added with e164 Format.
1st DID line is linked with the digital receptionist and 2nd line is linked to user extension 100.

Now during testing, Inbound calls on both DID lines rang on the digital receptionist. Inbound to 2nd lines doesn't ring on the assigned user extension.

How could this issue be fixed?

 

[NorcalControls]

I can answer my own question here. DID numbers are not entered with e164 format. It is weird that even entering correctly when it was saved, the first + sign was stripped. I thought it was intended. But carefully entering again retained the + , and it works when tested.

 

[NicholasP_3CX]

When entering the DIDs you need to click the little save icon. Sometimes people to omit this.

Also, in furture, and for anyone else reading this, just note that if you do enter the number in e164 format and the provider sends the incoming call to the PBX without the +, it will go to the main trunk number destination.

Example:

Main Trunk Number: +18135551000 is assigned to reception
DID: +18135551234 is assigned to the Sales queue

If the provider send the incoming call TO:18135551234 then the call will go to the Reception and not the Sales queue, as it is not a match.

+18135551234 ≠ 18135551234 as far as the PBX is concerned.

 

[HarryTorres-ECNS]

Question on this exact topic because we're evaluating 3CX for our own office, have Telnyx set up as the SIP provider and while 3CX says the number HAS to be entered in e164 format, a lot of inbound calls are not going through. Am I able to still use the *1234 instead of +18135551234?

 

[HarryTorres-ECNS]

I am making a new post because I tried using *1234 as DID and still same inbound issue.

 

[NorcalControls]

Question on this exact topic because we're evaluating 3CX for our own office, have Telnyx set up as the SIP provider and while 3CX says the number HAS to be entered in e164 format, a lot of inbound calls are not going through. Am I able to still use the *1234 instead of +18135551234?

I use this e164 with + (xxx 11 digits) format and it worked. Honestly, I am not familiar with *1234 .

 

[HarryTorres-ECNS]

In other words, if your DID was +18135551234, in 3CX you would enter into your trunk settings as *1234 or maybe the last five or six of the number after the asterik to avoid issues with inbound calls. Im starting to think its an issue with Telnyx because I added a Flowroute SIP trunk to test, DID in e164 format, have not seen an issue.

 

[Matjes]

We are having the same problem using Flowroute and 3CX. DID routing does not work in E164 format but it does with either replacing the + with * or omitting the +. To me it looks like a problem that should be solved between 3CX and Flowroute and not us trying to find a fix for it. I just wasted a whole night to figure this out and wish I would looked at the forum a bit earlier.

 

[NicholasP_3CX]

We are having the same problem using Flowroute and 3CX. DID routing does not work in E164 format but it does with either replacing the + with * or omitting the +. To me it looks like a problem that should be solved between 3CX and Flowroute and not us trying to find a fix for it. I just wasted a whole night to figure this out and wish I would looked at the forum a bit earlier.

How would this be solved between us and the provider?

The format of the incoming call number is up to the provider.

If you define your DID as +1xxx5551234 and the provider sends the incoming call as 1xxx5551234 or xxx5551234, this will not be matched.

This is why the *1234 comes into play. It will ignore the format of the beginning of the number and just forward the call to where it needs to go.

We provide the flexibility to add the DID into any format for this particular reason, otherwise you would need to add the DID 3 times for this particular example.