Solved "Forward to Outside Number" ending calls to outside numbers

[Daniel_L]

We're running into an issue with the "Destination if no answer" function in a Call Queue ending calls Outside of Business hours instead of forwarding the call to an external number.



Call flow that is occurring:

1. Call comes into a DID associated with Inbound Rule

2. Inbound Rule follows "Destination for calls outside office hours" which goes to a Digital Receptionists extension

3. From here if the Caller selects 8 it will Connect to Queue for a Call Queue extension

4. This extension is set to Ring All for 60 seconds and then if unanswered "Forward to Outside Number"



Issue we're running into when the call attempts to "Forward to Outside Number" it instead ends the call. We have tested this function during business hours and it works fine so this leads us to believe its something to do specifically when attempting to forward a call outside of business hours.



3CX Version: Professional Annual 16.0.8.16

 

[cobaltit]

So the next step would be to troubleshoot. Put the activity log on verbose and test after hours and look at what the logs say.

 

[ChrisC_3CX]

Before doing what @cobaltit suggested, do take a quick look at the following option and make sure it's not enabled:

Management Console >> Settings >> General:

" Automatically disable Outbound calls on all Ports outside Office hours"

 

[Daniel_L]

Before doing what @cobaltit suggested, do take a quick look at the following option and make sure it's not enabled:

Management Console >> Settings >> General:

" Automatically disable Outbound calls on all Ports outside Office hours"

Box for "Automatically disable Outbound calls on all Ports outside Office hours" is unchecked. Thanks for the input as this would have been a simple fix if that was the case. Going to run tests and grab verbose logs this weekend.

 

[ChrisC_3CX]

Understood, let us know how it goes!

 

[Daniel_L]

So the next step would be to troubleshoot. Put the activity log on verbose and test after hours and look at what the logs say.

Thanks for the assistance and direction on what to check next. I was able to resolve this issue via the details in the verbose logs. All though we had outbound rules configured we did not have one the covered the destination number in this specific scenario.

Resolution: Followed the Outbound Rules document, created the required Outbound Rule, and was able to successfully transfer to the external number.

For reference this is the log (with numbers changed) that indicated what was causing our issue:

Log: 01/16/2022 6:28:05 PM - Call(C:791): from Line:10001<<+15555555555 to 18888888888 doesn't match any outbound rule. No outbound rule could be selected.​

 

[ChrisC_3CX]

Great! Glad to see you managed to identify the cause and resolve the problem!

Thank you for the update and don't hesitate to start a new thread should anything else come up!