Forward to Mobile number with announced caller not working

[rjamesm2884]

I'm having trouble with the system forwarding calls to external numbers such as a cellphone. I have included announce called (rebound) it get's the name of the person but then it sends it the extension voice mail.

I can see the logs and the outbound call is made, then sends it to the voice mailbox.

Any ideas?

We are using Flowroute as our SIP provider

Thanks,

 

[FridayIT]

Are you seeing the call go to the voicebox of Flowroute or 3cx?

If I recall I ran into this issue a while back, turned out to be I needed to ensure the mobile number would fit within the outbound rules of the PBX as when it tried to make the call it didn't have a rule that allowed it to leave the PBX.

If I recall correctly, I had to set the activity log to verbose to confirm what happened with the call. if you have access to a pc with wireshark I would reccomend running a trace with 3cx and seeing if you can see where the call "fails"

 

[VasilisV_3CX]

Hi @rjamesm2884,

When the mobile receives the call, are they hearing the recorded 'name' of the caller and asked to press 1 to accept or does it go straight to voicemail?

If yes (the external number receives the call and hears the announcement), are they pressing 1 to accept the call? Does anything change once pressing 1 or is it not acknowledged?

Have you switched your logging to Verbose mode (Dashboard >> Activity Log >> Settings >> Verbose) and tried to isolate what could be causing it?

 

[rjamesm2884]

When the mobile receives the call, are they hearing the recorded 'name' of the caller and asked to press 1 to accept or does it go straight to voicemail?

- The caller NEVER gets to the mobile number, it gets sent back to the digital reception > then to the extension voicemail in 3CX.



Have you switched your logging to Verbose mode (Dashboard >> Activity Log >> Settings >> Verbose) and tried to isolate what could be causing it?

- Yes, the logs confirm that the system tries to call the mobile number never actually does instead it flows back to the digital receptionist and to the voicemail box.

 

[VasilisV_3CX]

Great! Thanks for the update @rjamesm2884, so if any extension logs on, can they dial the mobile number and get through (without a forward)?

If yes, then as FridayIT pointed out, it may be an issue with your outbound rules. Ensure that you haven't chosen specific extensions or groups which would be stopping the forwarding.

The last thing you could check is running a Call Report and checking if it mentions 'no route available' which would confirm the outbound rule may be the culprit here.