Digital Receptionist and Out of Hours.

[Waddy]

I am having a problem with call forwarding to Mobile using the IVR for After hours Customer Support, I have been working on this for days and cannot work out a solution.

The Problem we have is CLIP is not supported with our Trunk provider, so when a customer calls, and presses 1 for after hours Service, the call is processed correctly but when 3CX tries to forward the call - activity log shows 404 Not found and then Transfer failed. As the original caller ID seems to be passed on so our provider system says "thats not one of your DIDs" and drops the call.

I created the IVR, press 1 for Service, press 2 for Parts which goes to a Dummy Extension, the dummy is setup to forward to mobile for all Status in extension settings - which fails as above.

Is forward to mobile the same as Ring Mobile Simultaneously? I just wonder if the behavior is different as its not forwarding the actual call? If I set ring mobile simultaneously will it ignore the forwarding rules? Or with CLIP not supported wont work anyway?

Our Business:
4 Branches and two departments (Service & Parts)
2 people per Branch are on call after hours which changes weekly. Some of these are Sat to Sat, some are Sunday to Sunday.
There is a pool of 50 Staff who are in the After hours rotation.

How it normally Works.
We have an on call mobile for each department and Branch, their Manager normally puts a divert on the Company Mobile to the Staff Member mobile number who is on call. (App not installed on Company After hours mobile) Which works fine if the customer knows the After hours mobile number.

Things against me:
Forward to extension wont work for us as some Staff refuse to install the 3CX app on their personal Mobile.
They dont want to use the Company Mobile as that means they need to carry two phones for the week.
I cant change trunk provider.

In a nutshell we need the customer to press the relevant number in the IVR and the Mobile phone rings. If we could send/change the original Caller ID (Customer Mobile) to one of our Dids it wouldnt matter to much, the on call Staff member would just see the company number.

Can anyone think of a solution for this? If you need anymore information let me know.

 

[bentech]

What SIP trunk are you using?

Why can't you change your trunk? I've done this with multiple clients where they want to keep their number with their provider. I end up forwarding the number to a trunk number I want and then spoofing the outbound Caller ID to be the main phone number. This could be a work around.

Otherwise checking your from section in outbound parameters might get you the ability to change some things to make your trunk accept the call.

 

[Waddy]

Telstra, all our sites are linked via MPLS to Telstra Data Centre. Our sites our remote Australia so we need to use them due to the low latency, pretty much our entire network is through Telstra. I tried other carriers and I just could not get the call quality we have now.

@bentech - Spoofing the outbound caller ID for this sounds interesting, how do I spoof the outbound number so Telstra think its one of our DID's when forwarding?

Outbound parameters - I was a bit weary changing anything here as everything else works so well and I would prefer not to affect that. To be honest I am not even sure what needs to be changed there.

 

[Waddy]

Found the solution, just finished testing it and BINGO!

The fix was so simple all I needed to do was enable "ring my mobile simultaneously" for the dummy extensions.

Means there is a huge difference in the way the "forward to mobile" and ring my "mobile simultaneously" call flow works.

So now Customer calls out of Hours -> Get Digital Assistant -> Press 1 -> Goes to Parts Mobile -> -> Diversion on Parts mobile -> Staff Member on call mobile rings.

All works except caller ID from Original Caller, they just got to live with that.

If your interested, this is a failed Call using the IVR and forward to Mobile. Extension 755 is the Dummy Extension. Incoming from Mobile = 0427. Out of hours mobile: 0418

 

[bentech]

Glad to hear!

 

[Nikki Robbo]

That's Good to know