Solved Digital Reception Forward to Mobile

[kmam]

As I am out of the office quite a bit I would like to have the Digital receptionist offer a choice to transfer the incoming call to my mobile phone. I set up an extension without a phone and set the calls to that extension to forward to mobile (my number already entered in the settings for that extension) if not answered in 1 second. That extension was then a choice on the IVR. It transferred OK but after a short period simply gave the engaged tone.

Obviously this is not the way to do it. Can someone please enlighten me?

Thanks

 

[ChrisC_3CX]

You can't forward from an IVR directly to an external number so using a dummy/routing extension as you have would indeed be the way to do it. I'm not sure why you got the engaged tone at some point but it most probably is unrelated to your setup.

How I'd suggest doing it however would be using an exception instead of using the forwarding rules based on Profile status. Just go to Forwarding rules, scroll to the very end where you'll see exceptions. Add an exception for "All Hours" and set the Caller ID to match an asterisk = * to catch all calls and then just set the mobile number you want to forward calls to.

Try it this way and let us know if you still get the same behavior.

 

[kmam]

Thanks for the reply. I still get the same result. When I look at the call log, I can see that the call came in, it was sent to the nominal extension, it then dialed the mobile and then shows not answered. I did get a voice mail without any audio on the mobile so it worked to that extent...
I tried using a normal phone number instead of a mobile to be sure it was not caused by the mobile signal but the result was still the same using both methods. I will do some more experimenting - should mention that there is no phone provisioned for the nominal extension so I chose "If I am busy or my phone is unregistered, forward calls to:" in one of the tests but that did no change anything.

 

[ChrisC_3CX]

From what you're saying it sounds that the call is always being routed outward successfully meaning it's out of 3CX's control once that happens. What SIP Provider are you using? Is it a 3CX Supported one?

Also, instead of calling the mobile via the IVR, try calling it directly from an extension of this 3CX PBX multiple times, do you still get the same behavior?

 

[leejor]

In the 3CX Activity Log, does it actually show the forwarded call being sent to your provider successfully? Is there then a failure log, such as the call being rejected for some reason, perhaps an "incorrect" caller ID being sent?

 

[kmam]

Continuing with tests - when I set it to a normal phone on one occasion it did ring the number but after one ring at that phone 3CX disconnected. next time it simply came up with engaged tone and disconnected.

It seemed like a good idea but not necessary and not worth the time I am spending on it so I will leave it for the time being. Thanks for the efforts.

 

[ChrisC_3CX]

You're very welcome!

If you do want to look into this further at some point, I would recommend what leejor said which is taking a look at the activity log in order to determine what is happening exactly and who is dropping the call. Do remember that you would need to enable Verbose Logging under "Dashboard >> Activity Log >> Settings" to have more information displayed in the Activity Log.

I'll be leaving this thread open for a little while longer just in case.

 

[kmam]

Problem solved - my error! This is a test environment with one trunk/channel. Hence it is not possible to make an outgoing call while an incoming call is active. Thus the diversion of an incoming call to an external number must fail.

Sorry for wasting everyone's time and thanks for the effort.

 

[VasilisV_3CX]

Glad to hear you've resolved the issue @kmam, if you require any further assistance, feel free to open a new thread!