Forward ring group to external # without receptionist?

Discussion in '3CX Phone System - General' started by cgallery, Dec 22, 2010.

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  1. cgallery

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    I'm not using a digital receptionist.

    My test rig is normally two hard phones.

    I have a ring group (800) that, when an incoming call is coming in (GXW-4104), causes all three extensions to ring. That works great.

    As a test I figured I'd see if I can set things up so if that call doesn't get answered, the call is forwarded to my cell. So I set ring time for 800 to 3 seconds (arbitrary, I guess), and set "Distination if no answer" to "Forward to outside number," where i plug in a cell phone #.

    I've made sure that ext. 800 is included in the dialing rules.

    I've checked General Settings/Global and made sure "allow forwading to ext. numbers" is checked.

    When I call the system, though, it just keeps ringing (about fifteen seconds) until my non-test-phone-system voicemail picks up the line.

    Check of the server log and no mention of any attempt to transfer to the external #:

    *****
    11:51:35.838 [CM506001]: STUN request to resolve SIP external IP:port mapping is sent to STUN server 96.9.132.83:3478 over Transport 192.168.1.131:5060
    11:45:16.760 [CM503003]: Call(50): Call to sip:965@192.168.1.131:5060 has failed; Cause: 487 Request Terminated; from IP:192.168.1.46:5060
    11:45:16.463 [CM503008]: Call(50): Call is terminated
    11:45:14.088 [CM505001]: Ext.965: Device info: Device Identified: [Man: Aastra;Mod: 9133i;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, recvonly] UserAgent: [Aastra 9133i/1.4.3.1001 Brcm Callctrl/1.5.1.0 MxSF/v3.2.8.45] PBX contact: [sip:965@192.168.1.131:5060]
    11:45:14.088 [CM503002]: Call(50): Alerting sip:965@192.168.1.46:5060;transport=udp
    11:45:13.854 [CM503025]: Call(50): Calling RingAll800:965Ext.965@[Dev:sip:965@192.168.1.46:5060;transport=udp]
    11:45:13.822 [CM503004]: Call(50): Route 1: RingAll800:965Ext.965@[Dev:sip:965@192.168.1.46:5060;transport=udp]
    11:45:13.822 [CM503010]: Making route(s) to <sip:800@192.168.1.131:5060>
    11:45:13.807 [CM505002]: Gateway:[Grandstream] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Grandstream GXW4104 (HW 1.0, Ch:5) 1.3.4.9] PBX contact: [sip:10003@192.168.1.131:5060]
    11:45:13.807 [CM503001]: Call(50): Incoming call from unknown@(Ln.10003@Grandstream) to <sip:800@192.168.1.131:5060>
    11:45:13.791 [CM503012]: Inbound office hours rule (unnamed) for 10003 forwards to DN:800
    *****

    You may note that in the log above I've dropped down to a single hard phone for testing this (to save noise).

    Does one need to use a Digital Receptionist in order for this type of call forwarding to work? That is, do I need the DR to answer the call and forward to 800 to have it forward to an ext. # if nobody answers at 800?
     
  2. cgallery

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    Re: Forwarding ring group to ext. # without receptionist?

    Oh, and BTW, when I dial 800 from the hard phone, it rings once, and then rings through to my cell phone. This problem only happens when I dial-in from outside.
     
  3. leejor

    leejor Well-Known Member

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    Have you tried using a dummy extension number in between? Set unanswered ring group to go to the dummy (non registered extension) that then forwards to your mobile.
     
  4. cgallery

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    Yes, it doesn't help. The method I was using, and your dummy method, both work if I dial from an inside extension, but they don't work if I dial-in from outside.

    I can specify the Ring Group rule to put the call through to voicemail of an extension if unanswered for x seconds, and that works from outside. But from outside, the system won't forward a call.
     
  5. cgallery

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    Woops, I take that back, I was just able to get it to work using a dummy extension. The first time I tried your suggestion I didn't have the forwarding rules for the dummy extension configured correctly. I tryied it again and it worked.

    But is this the only way to accomplish this? I can't use the "forward to outside line" feautre under the Ring Group? That would seem easier to maintain and show others how to use.
     
  6. leejor

    leejor Well-Known Member

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    Is Extension 965 a part of the ring group? What device has IP 192.168.1.46 ?
     
  7. cgallery

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    Right now the ring group is only a single phone. I had two (965 and 966) in the ring group, but it didn't change things. I dropped 966 out because it is at home and I think the constant ringing during testing may disturb a neighbor (forgot to turn it down before I left).

    So yes, 965 is part of the ring group. The only part.

    And its IP address is 192.168.1.46.

    I should also note that 965 is the operator phone, if that matters.
     
  8. leejor

    leejor Well-Known Member

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    Well then it looks like that extension is terminating the call after ringing for two seconds, in the log you posted.
     
  9. cgallery

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    I had set the Ring Group to only ring for a few seconds. My thought process was that I'd give the ring group a few seconds, and then send the call to the outside number. But that doesn't work. Without changing anything else but telling the Ring Group to send the call to your dummy extension after three seconds, the call is forwarded properly. Is is as if 3CX just ignores the "forward to outside number" option, or just equates it to "terminate call."

    Here is a log from forwarding a call to the dummy extension:

    *****
    16:49:38.885 [CM503008]: Call(34): Call is terminated
    16:49:20.932 [CM503007]: Call(34): Device joined: sip:10000@192.168.1.132:5060;transport=udp
    16:49:20.916 [CM503007]: Call(34): Device joined: sip:10003@192.168.1.132:5066;transport=udp
    16:49:20.916 [CM505002]: Gateway:[Grandstream] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Grandstream GXW4104 (HW 1.0, Ch:8) 1.3.4.9] PBX contact: [sip:10000@192.168.1.131:5060]
    16:49:20.900 [CM503002]: Call(34): Alerting sip:10000@192.168.1.132:5060;transport=udp
    16:49:10.791 [CM503003]: Call(34): Call to sip:965@192.168.1.131:5060 has failed; Cause: 487 Request Terminated; from IP:192.168.1.46:5060
    16:49:10.619 [CM503025]: Call(34): Calling PSTNline:XXXXXXX@(Ln.10000@Grandstream)@[Dev:sip:10000@192.168.1.132:5060;transport=udp]
    16:49:10.557 [CM503005]: Call(34): Forwarding: PSTNline:XXXXXXX@(Ln.10000@Grandstream)@[Dev:sip:10000@192.168.1.132:5060;transport=udp,Dev:sip:10001@192.168.1.132:5062;transport=udp,Dev:sip:10002@192.168.1.132:5064;transport=udp]
    16:49:10.557 [CM503016]: Call(34): Attempt to reach <sip:800@192.168.1.131:5060> failed. Reason: Not Registered
    16:49:10.557 [CM503017]: Call(34): Target is not registered: Ext:Ext.998
    16:49:09.354 Currently active calls - 1: [34]
    16:49:07.744 [CM505001]: Ext.965: Device info: Device Identified: [Man: Aastra;Mod: 9133i;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, recvonly] UserAgent: [Aastra 9133i/1.4.3.1001 Brcm Callctrl/1.5.1.0 MxSF/v3.2.8.45] PBX contact: [sip:965@192.168.1.131:5060]
    16:49:07.744 [CM503002]: Call(34): Alerting sip:965@192.168.1.46:5060;transport=udp
    16:49:07.510 [CM503025]: Call(34): Calling RingAll800:965Ext.965@[Dev:sip:965@192.168.1.46:5060;transport=udp]
    16:49:07.463 [CM503004]: Call(34): Route 1: RingAll800:965Ext.965@[Dev:sip:965@192.168.1.46:5060;transport=udp]
    16:49:07.463 [CM503010]: Making route(s) to <sip:800@192.168.1.131:5060>
    16:49:07.463 [CM505002]: Gateway:[Grandstream] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Grandstream GXW4104 (HW 1.0, Ch:7) 1.3.4.9] PBX contact: [sip:10003@192.168.1.131:5060]
    16:49:07.447 [CM503001]: Call(34): Incoming call from XXXXXXXXXXX@(Ln.10003@Grandstream) to <sip:800@192.168.1.131:5060>
    16:49:07.447 [CM503012]: Inbound office hours rule (unnamed) for 10003 forwards to DN:800
     
  10. cgallery

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    Could my problem be that I don't understand the 3CX features?

    I had thought that I could plug a local (cell) # into the "Forward to outside #" in the Ring Group setup. But that doesn't work, and nothing in the log indicates that anything was attempted.

    Then I attempted to add my cell # to "Forward to outside #" for each line on my PSTN configuration in 3CX. I figured as soon as I called from the outside, the 3CX system would forward the call to my cell.

    But checking the log I see:

    17:32:47.885 [CM503016]: Call(43): Attempt to reach <sip:XXXXXXXX@192.168.1.131:5060> failed. Reason: Not Found
    17:32:47.885 [CM503014]: Call(43): No known route to target: <sip:XXXXXXXX@192.168.1.131:5060>
    17:32:47.885 [CM503010]: Making route(s) to <sip:XXXXXXXX@192.168.1.131:5060>
    17:32:47.885 [CM505002]: Gateway:[Grandstream] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Grandstream GXW4104 (HW 1.0, Ch:2) 1.3.4.9] PBX contact: [sip:10003@192.168.1.131:5060]

    So I think (there is sooo much I don't know yet) that these fields are for #'s that can be reached via SIP, not via PSTN.

    To back that up a little, the forwarding rules for an extension refer to this field as "An external number or Skype ID." So the language is different in a subtle way. The method that works (forwarding to an extension) is an EXTERNAL number. The method that doesn't work (via Ring Group configuration) is an OUTSIDE number.

    So I think the forward to dummy extension is the only way to go. Which is fine. I just want to make sure I understand what is going on.
     
  11. leejor

    leejor Well-Known Member

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    Whatever number is where the xxx's are cannot be found in your outbound rules. The number you forward to has to be in the same format as you would dial it ( a call that goes through correctly) from an extension. Review your number datafill or outbound rules.

    It's not rocket science, but it can be daunting until the lightbulb goes on. You can send a call out via PSTN or SIP, if you have both trunk types. Outbound rules can be set up to allow for a different prefix to force a call out one or the other.
     
  12. cgallery

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    Exact same # that I use in the dummy extension, no difference. It works in the dummy extension (where it is referred to as an EXTERNAL number, but it doesn't work in Ring Groups or PSTN devices (where it is referred to as an OUTSIDE number).

    I'm still stuck on the fact that the two places where it doesn't work refer to it as an OUTSIDE #, and the place where it does work refers to it as an "External number or Skype address." It doesn't seem 3CX treats these fields the same. Perhaps it was just a type by the programmer(s), I don't know.

    I guess I'll just do more experimentation.
     
  13. leejor

    leejor Well-Known Member

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    Have you compared a 3CX log of a call that works and a call that fails, going to the same number? Have you restricted the outbound rule by inserting extension numbers in the field that allows only certain extension to use that rule?
     
  14. mhanson

    mhanson New Member

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    What is your dial plan. Please post it.

    Are you allowing calls based on extension? If so, that can cause the issue. When routing via a dummy extension it will show the call coming from that extension. When coming from the system in a ring group, it will either show was the rign group number, or not a number at all - it will show was system. I forget the actual verbage.

    So what is most likelu happening is a call is being sent

    TO: XXXXXXXXXXX
    From: System

    Trying to Route to a dial plan that allows

    From Extensions: XXX

    And therefore you do not have a route.

    Please post your dial plan for verification.
     
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