Forward to AI service then back to Internal number

[SCUAdmin]

We are trying to implement an AI service for our members. We have a test trunk set up for Interface.AI.
The Trunk is set to forward to a dummy ext. (forward to outside number does not work) for both during and after hours. The dummy ext. then forwards to the AI service. All the options work, except when the option is selected to transfer to our call center number. When the member presses 0, it should transfer to back our internal ext., however, the call fails/drops, but its that doesn't happen everytime.

Call flow:
Member calls our main number - Main number is set to call a dummy ext. - the dummy ext, is set to Forward to Number" (AI service).
Member asks to speak to representative (or presses 0), AI service then transfer the call back to an internal number. - Call drops.

Any suggestions on what to look at? I've check the outbound rules and even adjusted them for the test trunk, but it doesn't seem to help.

 

[SCUAdmin]

Any possible suggestions?

 

[leejor]

Once you've transferred the call out, on a trunk, to the AI service, it is that service that now has control of the call, and is "listening" for digits to be dialed. If someone presses 0, the AI service must transfer the call back to 3CX.

..or am I misunderstanding.

 

[SCUAdmin]

Hi Leejor.

You are correct. They are transferring it back to 3CX, however, the call drops.

If I call the internal number directly, it works. The AI serivce is claiming there is nothing wrong on their end, so that leaves me trying to confirm it's not on our end before I get back to them.

I've tried adding outbound rules, modifying the DIDs, but it doesn't seem to help.

The only thing I cannot get to work for testing purposes, is the "Forward to Outside Number" on the trunk itself. when selecting that option, the incoming calls drop immediately.

 

[leejor]

Have you looked at the 3CX Activity Log (Verbose) for any clues as to what is happening?

 

[SCUAdmin]

I have. I can upload the entire set of logs if needed.

When I look at the number I'm calling I find the below errors.

• terminated: Cause: BYE from local
• reason: LocalBye
• reason: RemoteBye

The only thing I've found that I haven't tried on this error, is to select this option in the network settings. I'm not sure changing this in the middle of the day would be a good idea either.


When I look at the number the AI service is forwarding to, I find this error:

• Unidentified incoming call. Review INVITE and adjust source identification:

And each time I select the option for "Call Source Identification"; the calls don't go through at all.


I've contacted the Trunk provider and they are also showing a "BYE" message from our system.

 

[jed]

The only thing I cannot get to work for testing purposes, is the "Forward to Outside Number" on the trunk itself. when selecting that option, the incoming calls drop immediately.

Did you add the actual Outside number to your Outbound Rules (and moved this rule to the top) Then you will ensure that the outside number isn't blocked by 3CX. If you, for instance, add a Mobile number to a user, this number will be automatically allowed to be called out eg as a seamless call, or even forwarded to this number, but a "not known" number can be blocked if you didn't add a rule for it.

 

[SweetAction]

• Unidentified incoming call. Review INVITE and adjust source identification:

This is the key. You need to look a few lines before, at the invite, to see what number is being seen by 3CX. Then you need to add this as an inbound rule to the trunk it's coming in on and set your routing up.

 

[SCUAdmin]

Did you add the actual Outside number to your Outbound Rules (and moved this rule to the top) Then you will ensure that the outside number isn't blocked by 3CX. If you, for instance, add a Mobile number to a user, this number will be automatically allowed to be called out eg as a seamless call, or even forwarded to this number, but a "not known" number can be blocked if you didn't add a rule for it.

Jed, I made the adjustments for this and it worked. I appreciate that!

This is the key. You need to look a few lines before, at the invite, to see what number is being seen by 3CX. Then you need to add this as an inbound rule to the trunk it's coming in on and set your routing up.

SweetAction, I added the number being seen by 3CX to an inbound rule and it works with testing as well. The only thing I did notice, is the inbound rule has priority over the trunk when routing calls to specific extensions, I'm assuming that's normal?


I cannot thank both of you enough for the help. This has been giving me a hard time for a few days.

 

[SweetAction]

The only thing I did notice, is the inbound rule has priority over the trunk when routing calls to specific extensions, I'm assuming that's normal?

Correct. And you can skip this if that's the ONLY number coming over this specific trunk and it will follow trunk routing rules. But if you have multiple numbers on this trunk, it's how to do it.

It's also better to do (have the inbound rule) for ease of "here's one place where all routing happens" (so administration).

 

[SCUAdmin]

Good to know. I belive I am good to go now. Thanks for all the help!