Digital receptionist would be disconnected on call forwarding to mobile.

[Adams1988]

Hello everyone,

I have configured an extension (with a DID) to go on an IVR when set to DnD. 1st level of IVR offers 2 options and when 1st option is selected it goes to a dummy extension that is transferred to a mobile number. The call do hit the mobile when option 1 is selected but as you take the call on the mobile there is an error message "Call transfer fail' and the call get disconnected automatically. Can someone help please?

Adams

 

[leejor]

The call do hit the mobile when option 1 is selected but as you take the call on the mobile there is an error message "Call transfer fail' and the call get disconnected automatically.

So...the call is not ringing the mobile? I ask because you say "as you take the call on the mobile", which I take as... the person is actually answering it.

If the call does ot even ring the mobile, (and I assume you have tried forwarding to other numbers as well, as a test), then you need to check the 3CX Activity Log (Verbose), to see if the call makes it through the outbound rules. It could be that the number format is incorrect, or you may have some restrictions, on the rule being used. It could alo be that the outgoing caller ID, of the forwarded call, is causing the call to be rejected by your provider. The Log will show what is actually happening.

 

[Adams1988]

Thanks Leejor. The call is indeed reaching the mobile but once it hit the mobile, it rings and then you have the error message. Same Dummy extension if i do not configure via the IVR the call goes to the mobile without error message. It is only when i am configuring through Digital Receptionist that it is as such.

 

[Adams1988]

So...the call is not ringing the mobile? I ask because you say "as you take the call on the mobile", which I take as... the person is actually answering it.

If the call does ot even ring the mobile, (and I assume you have tried forwarding to other numbers as well, as a test), then you need to check the 3CX Activity Log (Verbose), to see if the call makes it through the outbound rules. It could be that the number format is incorrect, or you may have some restrictions, on the rule being used. It could alo be that the outgoing caller ID, of the forwarded call, is causing the call to be rejected by your provider. The Log will show what is actually happening.

Thanks Leejor. The call is indeed reaching the mobile but once it hit the mobile, it rings and when to take the call on the mobile that you have the error message. Same Dummy extension if i do not configure via the IVR the call goes to the mobile without error message. It is only when i am configuring through Digital Receptionist that it is as such.

 

[leejor]

If the call is reaching the mobile, then dropping, check the Activity Log to see what message is being sent back from your provider (which end is dropping the call). You might try sending the call to a landline number (or another mobile provider) to see if the same thing happens. It could be the far end mobile provider, that has an "issue" with the call.

Is the same caller ID being sent in each case?

You may also have to get your provider involved, to sort this out.

 

[Adams1988]

If the call is reaching the mobile, then dropping, check the Activity Log to see what message is being sent back from your provider (which end is dropping the call). You might try sending the call to a landline number to se if the same thing happens. It could be the far end mobile provider, that has an "issue" with the call.

You may also have to get your provider involved, to sort this out.

I get you, but still one question remains why when i forward an extension to my dummy extension it works fine with same mobile number but when i configure an extension to 1st go to an Digital Receptionist and then with the 1st option (through DTMF) it goes to my dummy extension then it doesn't work. If it was a provider issue, shouldn't it not work in both cases. Am i missing something in configuring the IVR or ... ?

 

[leejor]

It may very well be an issue with a difference in caller ID, for each call. That's is why I suggest you check the Activity Log. Compare a working and non-working call....what is different? It is also why I suggest forwarding the call to some other number..landline and/or another mobile provider, as a test. Do they all behave in the same manner?