Solved Diversion header missing in Forwarded calls.

[dkauffer]

Hi everyone,

We’ve encountered an issue where 3CX is not including the Diversion header when forwarding calls to an external number. Here's the setup:

An extension has Call Forwarding active, configured to forward incoming calls to "My Mobile."
The extension also has "Also ring my mobile" enabled to ensure calls are always diverted.
"Push notifications" are disabled because we do not use the 3CX mobile app in this case.

We are using a GenericSIPTrunk with our own SIP Trunk services. While we accept the Diversion headers on our side, it appears that 3CX is not including the Diversion header when forwarding the call through our carrier.

We have tested on two 3CX versions:
Version 20.0 Update 5 (Build 538 Beta)
Versión 20.0 Update 4 (Build 487 Release

We’ve already checked the "Include Diversion Header Support" option in the SIP Trunk settings, but the header is still not being included. We even created a new GenericSIPTrunk from scratch, but the issue persists.

Has anyone encountered this issue or found a workaround to ensure the Diversion header is included when diverting calls through a provider?

Any help or suggestions would be greatly appreciated!

Thanks in advance!

 

[NicholasP_3CX]

The diversion header is used during the forwarding of an external caller ringing in, and the status of the extension is Away, DND, or Custom 2, and the call is being forwarded out to an external number of mobile phone

 

[dkauffer]

Hi Nicolas,

Thank you for your prompt response.

Unfortunately, this won't work for us, since the Extension in 3CX is a dummy extension, there isn't an agent that will log in with the extension.
The scenario would be:
Incoming calls point to a Queue, this queue points the call to 1 or more Dummy extensions which automatically diverts the calls to the external mobile number.
The reason we use Dummy extension is because 3CX doesn't allow forwarding calls directly from Queues to external numbers.

When we set the dummy extension status to Away/Do not Call/Custom 2, the extension displays as Not Registered and it doesn't allow receiving calls nor forwarding to an external number.
That's the reason we set the Available status with the Diverto to "my mobile" which is the only scenario where a Dummy extension that has never been logged in by an agent, can receive and forward the incoming calls to an external number.

Do you have any other suggestions to allow Dummy extensions to divert to external numbers, including the Diversion header?

Thanks!

 

[dkauffer]

FYI - If this helps to anyone, it also works using the Available status, but instead of selecting "my Mobile" you must select the "External number":



I tested with this setup and the Diversion header was included correctly.


I hope this helps anyone who was facing this error too.
Thanks Nicholas for your assistance!

Best regards

 

[dkauffer]

Now I have another problem with the Incming call scenario.
The Diversion header works when the DID points directly to the Dummy Extension. But the DID number is pointing to a Queue which doesn't forward the call to the Dummy extension since it's Not Registered.

Any ideas?

thanks!