Dropped calls on external extensions

[Dudensen]

Hello Everyone,

My calls get dropped (from all extensions) when we try to connect to an external extension. The flow is like this:

1. External call to 2310xxxxxx
2. Press 0 (to connect to a department)
3. Press 202 (to connect to specific extension inside the department)
4. The callwaiting mp3 is playing for a few seconds and the call is dropped.

extra info: From the callwaiting mp3 and the automated messages i deduce that the external phone also uses 3CX.
extra info2: If i skip step 2 and just press the direct extension 202 from step 3, the same happens.

 

[Evolute IT]

Check the config for forwarding rules for the user 202 as well as their current status.

Then, if they have a deskphone, the issue could come from it as well.

 

[JohnS_3CX]

Are you using a supported SIP trunk provider to make your external calls?

 

[Dudensen]

Check the config for forwarding rules for the user 202 as well as their current status.

Then, if they have a deskphone, the issue could come from it as well.

unfortunately, the 202 user in on the 3cx i am calling to. not mine

 

[JosIPVG]

So does this happen with other external numbers or is this only on this number when you call an external party that presumably also has 3cx?

If its only this number it could very well be an error on the receiving end and not on your side.

 

[GeorgeK_3CX]

Hello Everyone,

My calls get dropped (from all extensions) when we try to connect to an external extension. The flow is like this:

1. External call to 2310xxxxxx
2. Press 0 (to connect to a department)
3. Press 202 (to connect to specific extension inside the department)
4. The callwaiting mp3 is playing for a few seconds and the call is dropped.

extra info: From the callwaiting mp3 and the automated messages i deduce that the external phone also uses 3CX.
extra info2: If i skip step 2 and just press the direct extension 202 from step 3, the same happens.

Hello @Dudensen Reaching the IVR of the destination system and the call being dropped afterwards for whatever reason, indicates an issue with the destination PBX. If this is a replicable issue, you should run a network capture and check the flow and more specifically the SIP message that ends the call. This will at least clear up that the issue is not on your side.

 

[Dudensen]

Are you using a supported SIP trunk provider to make your external calls?

I am using Vodafone

So does this happen with other external numbers or is this only on this number when you call an external party that presumably also has 3cx?

If its only this number it could very well be an error on the receiving end and not on your side.

It happened with another one (not related to the first one)

 

[Dudensen]

Hello @Dudensen Reaching the IVR of the destination system and the call being dropped afterwards for whatever reason, indicates an issue with the destination PBX. If this is a replicable issue, you should run a network capture and check the flow and more specifically the SIP message that ends the call. This will at least clear up that the issue is not on your side.

This is what i thought, but then I asked a friend who operates a 3CX, he tried to replicate the issue but his call went through with no problems