Forward to External Not Working

[Scott EIT]

Hi,

Just setup a new install and having a bit of an issue with forwarding calls to an external number. On premise, latest version, only 3 extensions, a ring group which all three extensions are part of, fairly simple setup.

The client wants to receive calls to an external number outside office hours so I've setup the number on the inbound rules to forward to outside number for calls outside office hours. Should be pretty straight forward I'd have thought. Works fine on other sites. For this particular site when you call the number outside office hours you receive a line busy.

Any thoughts?

 

[JohnS_3CX]

You also need an outbound rule that is relaxed enough to let anyone make outgoing calls (for the forward to work). This means that you should not add a group or extension number to it.

Keep it at the bottom of the list, and just above it you should add a blocker to prevent any extension from using it, but the system itself should be able to make the call.

I see you are already certified as Basic , you will find this in our Advanced module starting at slide 7
https://www.3cx.com/3cxacademy/videos/advanced/configuring-outbound-routing/

 

[leejor]

I would also check the 3CX Activity Log, to see exactly where the call is routing, if it is even reaching an outbound rule.

 

[Scott EIT]

You also need an outbound rule that is relaxed enough to let anyone make outgoing calls (for the forward to work). This means that you should not add a group or extension number to it.

Keep it at the bottom of the list, and just above it you should add a blocker to prevent any extension from using it, but the system itself should be able to make the call.

I see you are already certified as Basic , you will find this in our Advanced module starting at slide 7
https://www.3cx.com/3cxacademy/videos/advanced/configuring-outbound-routing/

Thanks John, forgive my ignorance, I've only ever created the one outbound rule on any system.

If I'm adding an additional one, should it look like the following:

Calls to numbers starting with prefix - 44xxxxxxxxxx (the number I need to forward to)

Calls from extension - Leave Blank

Calls to numbers with a length of - Leave Blank

Do I need to add an extension group?

Route 1 SIP Provider

 

[JohnS_3CX]

No worries, that's what the academy is for, to help you make the most of your system

Don't add anything else, and the rule should match based on dialed prefix only. Keep this rule on the bottom, and your main rule on top. Between the two you can add a blocker like in the linked example (slide 6) if you wish to maintain more control over who uses which trunk.

 

[Scott EIT]

Thanks John.

I've configured the following but still doesn't appear to work. What have I missed?

 

[JohnS_3CX]

The prefix may not match to the forwarded number exactly, try removing the 44xxxx and make it like your first rule to contain +,0-9

 

[Scott EIT]

Changed rule as you suggested. Still not working. I'm not really following what I'm trying to achieve here. I've basically got two rules that are the same. Here's what the log says: 09/19/2020 12:38:43 PM - Leg L:2.1[Line:10000<<07xxxxxxxxx] is terminated: Cause: BYE from PBX

09/19/2020 12:38:43 PM - Terminated from "07xxxxxxxxx" <sip:[email protected]>;tag=as67b68b7d to <sip:[email protected]:5060>;tag=702c100e; reason: Rejected

09/19/2020 12:38:43 PM - L:2.1[Line:10000<<07xxxxxxxxx] Sending: OnSendResp Send 404/INVITE from 0.0.0.0:0 tid=6c089635 [email protected]:5060: SIP/2.0 404 Not Found Via: SIP/2.0/UDP 93.95.xxx.xxx:5060;branch=z9hG4bK6c089635;rport=5060 To: <sip:[email protected]:5060>;tag=702c100e From: "07xxxxxxxxx" <sip:[email protected]>;tag=as67b68b7d Call-ID: [email protected]:5060 CSeq: 102 INVITE Warning: 499 xxxx-3CX-PBX "Not found" Content-Length: 0

 

[leejor]

<sip:[email protected]:5060>;tag=702c100e; reason: Rejected

Is the 82.27.XX.XX IP your providers?

If so, and they are rejecting the call, it may be because 3CX is, perhaps, passing on the originators caller ID, contrary to what your provider allows.

Unless there are extension restrictions on the outbound rule used by everyone, and you are not using a different number format (prefix?) on the forwarded call, you should not require a second, duplicate, rule.

 

[Scott EIT]

Is the 82.27.XX.XX IP your providers?

If so, and they are rejecting the call, it may be because 3CX is, perhaps, passing on the originators caller ID, contrary to what your provider allows.

Unless there are extension restrictions on the outbound rule used by everyone, and you are not using a different number format (prefix?) on the forwarded call, you should not require a second, duplicate, rule.

Thanks for the reply Leejor.

I'm assuming the 82.27.xx.xx IP address is the SIP providers. I'll make enquiries.

Re the second outbound rule, that's pretty much what I was thinking. There are no restrictions and the same prefix applies.