Forward to External from a Call Queue - Drops the call

[[email protected]]

Hi All,

If i call an extension or ring group and forwards to an external number it works fine, but every time I try to do the same thing froma . Call Queue the call drops and I get a "480 Temporarily Unavailable;"

I have had a look at the logs and it seems that when 3cx send out "sends Invite-OUT Send Req INVITE from 0.0.0.0:0 " the content size is 0 (from a call queue) but it contains content when it forwards successfully


See attachments

 

[Lee Cramman]

Can't help but you left your FQDN in the log, you might want to obfuscate that.

 

[leejor]

It may have something to do with the fact that a call in a queue, has already been answered, so it would be a transfer, rather than a forward.

 

[[email protected]]

Can't help but you left your FQDN in the log, you might want to obfuscate that.

Thanks Fixed

 

[[email protected]]

It may have something to do with the fact that a call in a queue, has already been answered, so it would be a transfer, rather than a forward.

Its a built in feature of 3cx so I didnt name it

 

[JohnS_3CX]

Hi

It's not clear to me what you mean by queue transfer, can you be more explicit?

Example:

1. Number xxx calls my DID yyy
2. DID yyy routes calls to queue 800
3. Queue 800 has all agents busy and reaches timeout
4. Destination if no answer is number yyy
5. Transfer to yyy fails with error: {describe error}

Forward can mean the destination if no answer, it can mean that your agent answered it and then pressed forward on their phone and dialled a number for a blind transfer, it can mean that it goes to another queue and so on..

Please refer to this post here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[leejor]

I had assumed that the agent was forwarded, but I seen now, that what you may have been trying to say, is that the "unanswered destination", is an external number.

 

[[email protected]]

Hi

It's not clear to me what you mean by queue transfer, can you be more explicit?

Example:

1. Number xxx calls my DID yyy
2. DID yyy routes calls to queue 800
3. Queue 800 has all agents busy and reaches timeout
4. Destination if no answer is number yyy
5. Transfer to yyy fails with error: {describe error}

Forward can mean the destination if no answer, it can mean that your agent answered it and then pressed forward on their phone and dialled a number for a blind transfer, it can mean that it goes to another queue and so on..

Please refer to this post here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Hi I dont know what you mean by queue transfer, I have never said anything about this but I will describe the situation about

1. Person calls a DID X
2. DID X has an inbound rule to go to an extension 0008
3. 0008 is a "CALL QUEUE" which ring all
4. If noone answers the queue in 30 seconds the call is forwarded to an external number
5. Every time 4. happens the call is dropped instantly
6. I recieve error 480 Temporarily Unavailable

Forward to an external number works fine with Ring Groups and on plain extensions, digging through the logs I can see the content of the "Invite-OUT Send Req INVITE" to the external number is empty (see logs on Original Post) while the successful forwards have content

Screenshot of option to forward to external number inside Call Queues attached

 

[leejor]

In the original "error" file you posted, at the top, it shows ...

06/01/2020 8:38:47 PM - Session 4439256 has failed in leg L:5942.3[Line:10001>>DIVERT-TO-NUMBER] ; Cause: 480 Temporarily Unavailable/INVITE from 103.26.173.4:5060

Which means that the call went to your provider, I assume 103.26.173.4, but they sent back a 480 message. Why that happened, I can't say, but they should be able to tell you what the issue is. If the number being sent (and caller ID), is valid, then I have to assume that you'll know if it is actually available, or not.

 

[JohnS_3CX]

Can we see your outbound rules? The system needs to forward the call outside and even though your might have a rule that allows user extensions to forward, you might not have a rule that allows system extensions to forward.

This is discussed here from slide 8 onwards - it's accompanied by a prerecorded webinar describing it in more detail : https://www.3cx.com/3cxacademy/videos/advanced/configuring-outbound-routing/

 

[[email protected]]

Can we see your outbound rules? The system needs to forward the call outside and even though your might have a rule that allows user extensions to forward, you might not have a rule that allows system extensions to forward.

This is discussed here from slide 8 onwards - it's accompanied by a prerecorded webinar describing it in more detail : https://www.3cx.com/3cxacademy/videos/advanced/configuring-outbound-routing/

 

[[email protected]]

In the original "error" file you posted, at the top, it shows ...

06/01/2020 8:38:47 PM - Session 4439256 has failed in leg L:5942.3[Line:10001>>DIVERT-TO-NUMBER] ; Cause: 480 Temporarily Unavailable/INVITE from 103.26.173.4:5060

Which means that the call went to your provider, I assume 103.26.173.4, but they sent back a 480 message. Why that happened, I can't say, but they should be able to tell you what the issue is. If the number being sent (and caller ID), is valid, then I have to assume that you'll know if it is actually available, or not.

I believe it fails because the there was no content in the invite request

 

[JohnS_3CX]

In that case it's best not to assume (since there is no capture, the logs show some basics)

I would follow what @leejor said and talk with your provider

You can run a capture of course and replicate, then see what is actually being sent (And the provider can possibly analyze it and advise you further)