Solved External Calls forbidden for one user

[Derick]

I have one user who can't make external calls. Every time he tries it gives the error, "Call Forbidden" and doesn't ring at all. He can make internal calls and can receive calls, external or internal. He is a new user and it has never worked for him, but I added two other users around the same time and they have no problems. All his settings seem to be the same as the other users. When I look at the call log it says the call was made but "not answered". I already know that my forwarding rules are fine. Not sure what else to look at.

 

[GeorgeP_3CX]

Hi @Derick,

Go to Users >> Select the user >> Options tab and ensure that option "Disable External Calls" is not enabled.

Also, you can go to Dashboard >> Events(after trying to make an external call) for more information why the call fails.

 

[Derick]

"Disable External Calls" is not enabled, I already checked that.

Going to Events, I see a warning that "Call or Regsitration to <phone number they dialed>@(<sip trunk>) has failed. <IP address> replied: 403 Forbidden; from IP:<IP address>.

 

[JamieR]

Check his outbound caller ID. Is it set exactly the same as an extension who is able to dial externally?

 

[SweetAction]

"Disable External Calls" is not enabled, I already checked that.

Going to Events, I see a warning that "Call or Regsitration to <phone number they dialed>@(<sip trunk>) has failed. <IP address> replied: 403 Forbidden; from IP:<IP address>.

Is the IP address from your SIP Trunk? If so, you will need to reach out to them to see why they are returning a 403. Invalid CID (as mentioned above) is a good one to check.

 

[Derick]

Check his outbound caller ID. Is it set exactly the same as an extension who is able to dial externally?

Thank you! You are a gentleman and a scholar. I don't think there is actually anyone that has the same outbound caller ID but by deleting that in the management console they were finally able to call out. It seems that other users did not have an outbound caller ID designated when their phones were set up and when I set up new users I gave them one. I'm still not sure why any outbound caller ID does this, but since our organization has been functioning this way so far I'm not going to rock the boat.

Situation resolved!