Divert to external number

[Wanderer]

Hi
I am running the latest ver 9 with SP3, I have setup the following

20 Extensions
1 PSTN Gateway Linksys SPA 3102
2 SIP providers SIPGate
Ring Group A
Ring Group B
Setup Office hours

Object to achieve is,
1\ when a call comes in on the PSTN during office hours, it goes to ring group A
2\ when a call comes in on the PSTN out of office hours, it goes to ring group B
3\ out of hours, if ring group B does not answer within 10 secs the call is diverted to an external number

If I ring an extension in group A out of office hours the complete process works fine
If I ring from an external number the call is diverted to ring group B okay, but after 10 secs you receive a message call cannot be answered and will end, therefore not be diverted to the stated external number.

All calls made outbound are via VoIP provider.

Any thoughts would be gratefully received.

 

[davidbenwell]

Hi, from what you have explained, it would appear you are doing the call transfer via extension level and not group level.
Goto >> Ring Groups > and set the “Forward to Outside Number” on “Destination if no answer” for Group B

 

[Wanderer]

Hi Dave

Thanks for your input, the extensions forward to the Ring Group, and the Ring Group forwards to the external number, so I think this is how you are suggesting it needs to be be.

I can not figure this one out

Tim

 

[davidbenwell]

Hi Tim

Doing what you are describing would caules a loop within 3CX

its not the best option to use an extension to divert to a ring group, as this will caules the phones to ring again and not divert to the external number.

what you could do is setup a dummy extension which is always set to Out Of Office and input the external number to that dummy extension. you could then tell all other extension when for example, Busy, out side of office hours, to call the dummy extension of which in turn will call the external number.

 

[teh_spartan]

I am trying to do something similar. I am going to write it as if then statements because I think it is easy to understand

if Extention 101 is not registered then forward the call to external number. 
if i don't pick up in x number of seconds end the call forwarding and send call to voice mail of extension 101.
right now i just use office hours and when out side of office hours i the call is fowarded to my cell phone.

 

[Wanderer]

Hi Dave

Thanks for your help

Okay, I think I can see where you are coming from, so

I have removed all forwarding rules from the extensions
I have applied forwarding rules to PSTN adapter to forward to ring group A during office hours and to forward to ring group B
out of office hours
If ring group B does not answer it should forward to external number

As I understand it this should work, can you see any problems with this. All forwarding rules are applied to the PSTN adapter and to the ring groups respectively.

Tim

 

[davidbenwell]

yes this should work fine.

 

[Wanderer]

Hi Dave

This config does not work either, out of hours the call still does not get transfered to the external number.

I am really struggling with this now.

Here is an example from my log.

17:39:35.015 Currently active calls [none]
17:39:26.014 [CM503008]: Call(15): Call is terminated
17:39:20.913 Session 12262 of leg C:15.1 is confirmed
17:39:20.898 [CM503003]: Call(15): Call to sip:[email protected] has failed; Cause: 487 Request Cancelled; from IP:10.25.50.159:50610
17:39:20.882 [CM503003]: Call(15): Call to sip:[email protected] has failed; Cause: 487 Request Cancelled; from IP:10.25.50.157:50170
17:39:20.866 [CM503007]: Call(15): Device joined: sip:[email protected]:40600;rinstance=cc72b74844a7f7f3
17:39:20.866 [CM503007]: Call(15): Device joined: sip:[email protected]:5062
17:39:20.866 [MS210005] C:15.1:Answer provided. Connection(proxy mode):10.25.50.6:7048(7049)
17:39:20.851 [MS210001] C:15.5:Answer received. RTP connection[unsecure]: 127.0.0.1:40618(40619)
17:39:20.851 Remote SDP is set for legC:15.5
17:39:20.851 [CM503002]: Call(15): Alerting sip:[email protected]:40600;rinstance=cc72b74844a7f7f3
17:39:20.788 [CM503003]: Call(15): Call to sip:[email protected] has failed; Cause: 487 Request Cancelled; from IP:10.25.50.156:50510
17:39:20.726 [CM503025]: Call(15): Calling Unknown:Ext.EndCall@[Dev:sip:[email protected]:40600;rinstance=cc72b74844a7f7f3]
17:39:20.726 [MS210004] C:15.5:Offer provided. Connection(proxy mode): 127.0.0.1:7056(7057)
17:39:20.695 [CM503016]: Call(15): Attempt to reach <sip:[email protected]:5060> failed. Reason: No Answer
17:39:05.922 [CM505001]: Ext.28: Device info: Device Identified: [Man: Cisco;Mod: 7940;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, no-recvonly] UserAgent: [Cisco-CP7940G/8.0] PBX contact: [sip:[email protected]:5060]
17:39:05.922 [CM503002]: Call(15): Alerting sip:[email protected]:5060;user=phone;transport=udp
17:39:05.906 [CM505001]: Ext.24: Device info: Device Identified: [Man: Cisco;Mod: 7940;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, no-recvonly] UserAgent: [Cisco-CP7940G/8.0] PBX contact: [sip:[email protected]:5060]
17:39:05.906 [CM503002]: Call(15): Alerting sip:[email protected]:5060;user=phone;transport=udp
17:39:05.890 [CM505001]: Ext.22: Device info: Device Identified: [Man: Cisco;Mod: 7940;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, no-recvonly] UserAgent: [Cisco-CP7940G/8.0] PBX contact: [sip:[email protected]:5060]
17:39:05.890 [CM503002]: Call(15): Alerting sip:[email protected]:5060;user=phone;transport=udp
17:39:05.594 [CM503025]: Call(15): Calling RingAll82:22Ext.2224Ext.2428Ext.28@[Dev:sip:[email protected]:5060;user=phone;transport=udp]
17:39:05.594 [MS210006] C:15.4:Offer provided. Connection(by pass mode): 10.25.50.149:16466(16467)
17:39:05.578 [CM503025]: Call(15): Calling RingAll82:22Ext.2224Ext.2428Ext.28@[Dev:sip:[email protected]:5060;user=phone;transport=udp]
17:39:05.578 [MS210006] C:15.3:Offer provided. Connection(by pass mode): 10.25.50.149:16466(16467)
17:39:05.547 [CM503025]: Call(15): Calling RingAll82:22Ext.2224Ext.2428Ext.28@[Dev:sip:[email protected]:5060;user=phone;transport=udp]
17:39:05.547 [MS210006] C:15.2:Offer provided. Connection(by pass mode): 10.25.50.149:16466(16467)
17:39:05.485 [CM503004]: Call(15): Route 1: RingAll82:22Ext.2224Ext.2428Ext.28@[Dev:sip:[email protected]:5060;user=phone;transport=udp,Dev:sip:[email protected]:5060;user=phone;transport=udp,Dev:sip:[email protected]:5060;user=phone;transport=udp]
17:39:05.454 [CM503010]: Making route(s) to <sip:[email protected]:5060>
17:39:05.454 [MS210000] C:15.1:Offer received. RTP connection: 10.25.50.149:16466(16467)
17:39:05.454 Remote SDP is set for legC:15.1
17:39:05.454 [CM505002]: Gateway:[01205 723444] Device info: Device Identified: [Man: Linksys;Mod: SPA Series;Rev: General] Capabilities:[reinvite, no-replaces, able-no-sdp, recvonly] UserAgent: [Linksys/SPA3102-5.1.10(GW)] PBX contact: [sip:[email protected]:5060]
17:39:05.438 [CM503001]: Call(15): Incoming call from 70000@(Ln.70000@01205 723444) to <sip:[email protected]:5060>
17:39:05.438 [CM503012]: Inbound outside specific hours incl. holidays rule (unnamed) for 70000 forwards to DN:82
17:39:05.422 Looking for inbound target: called=70000; caller=70000
17:39:05.422 [CM500002]: Info on incoming INVITE:
INVITE sip:[email protected] SIP/2.0
Via: SIP/2.0/UDP 10.25.50.149:5062;branch=z9hG4bK-d5aa2970
Max-Forwards: 70
Contact: "Linksys SPA 3102"<sip:[email protected]:5062>
To: <sip:[email protected]>
From: "Linksys SPA 3102"<sip:[email protected]>;tag=c9fc14644a321bc4o1
Call-ID: [email protected]
CSeq: 102 INVITE
Expires: 240
Allow: ACK, BYE, CANCEL, INFO, INVITE, NOTIFY, OPTIONS, REFER
Proxy-Authorization: Digest username="70000",realm="3CXPhoneSystem",nonce="414d535c02ecbb3948:ca1013278a869856e20c7c59e5ed9937",uri="sip:[email protected]",algorithm=MD5,response="28133773fa5944fe0320e2eb78cc9636"
Supported: x-sipura, replaces
User-Agent: Linksys/SPA3102-5.1.10(GW)
Content-Length: 0
Remote-Party-ID: Linksys SPA 3102 <sip:[email protected]>;screen=yes;party=calling

17:39:04.830 Currently active calls [none]

Tim

 

[davidbenwell]

whats the max call wait time set to on the call group B?

 

[Wanderer]

Hi David

Ring Group Setup

Virtual machine number 82
Name Control
Ring strategy Ring all
Ring time 15

Ring group members 22,24 & 28

Select destination for this call if
the call goes unanswered External number xxxxxxxxxxx

Tim

 

[Wanderer]

Hi
Thanks to all for your suggestions, I have know found the answer, it would appear that a Ring Group is treated as an extension, and therefore you need to add the Ring Group ID to an outbound rule.
I completed this and it all works a treat.

Tim