Direct Callbacks from voicemail and dial prefixes

[jackf723]

We're running into a problem with dialing out via voicemail.
Situation:
1. Configured an outbound rule, mapping calls with the 0 prefix through to route 1, callcentric. Strip digits=1. The dial plan on the ip phone on extension 000 matches this.
2. Direct calls initiated from the phone itself that are proceeded by 000 work without a problem, both for calls made across the Callcentric line as well as pstn calls.
3. Calls from the voicemail menu, option 3, also work fine providd the 0 prefixes is entered.
4. Here's where we run into problems. Attempting to call a voicemail back directly, option 4. Call transfer failed. I try making a second outbound rule that does not require a dial prefix, to make room for automatic replies. This rule has two routes configured to route through Callcentric. And for good measure, left it wide open for any extension to utilize this rule even though we're still going through 000. Still no luck. Call transfer failed.
I tried looking under voicemail preferences and there is nothing about adding a prefix to any calls made throug ha voicemail directly.
Is there any way to get this to work automaticaly, or are folks going to be stuck manually dialing out and trusting that the voicemail leaves their name and number (standard practice anyhow, so that in and of itself is not a problem), or is there a way to get the dial prefix to work automatically?
Thanks!

 

[leejor]

Have you narrowed down the issue to the callers number lacks the correct prefix, or that the outbound rules are "restricted" so as to block anything but directly dialled calls from an extension? You could consider reformatting the incoming caller ID, to add the required prefix for a callback, if that is the issue. Of course. all numbers get modified, and this is not always desirable.

https://www.3cx.com/docs/cid-reformatting/

The 3CX Activity Log should show why the outbound calls fail (Verbose mode), either no match in the outbound rules, or, some other reason.

 

[jackf723]

I"m pretty sure that's exactly what the issue is, since we are in fact attempting to auto-dial a number that does not fall within the rules by not having the 0 prefix, rather starting with 1 the way a U.S> number normaly would. So what I"m trying to do is to have the voicemail auto-dial, option 4 after playing a message, preemptively insert 0 before dialing the number. Doing this manually produces desired results, both when starting a call from the phone directly and through option 3 off the main menu. NOw we need to make voicemail callback do the same if that's possible.

 

[NickD_3CX]

Hi there, you need to do what @leejor said, use CID Reformatting.

This will also have the added benefit that if a call makes it though to an extension and it is missed, the user can press the "Redial" button it will be already in the correct format.