Forward to outside number not working properly!

[itglaafs]

Hello,

I'm having a problem with forwarding to external number after working hours. The line just rings and nothing gets written in activity log about it. When we call external number directly, it's working normally but not using forwarding to outside number option.

I have tried using prefix to dial from specific trunk (88) and without it, then I presume it will dial from the first trunk that matches number of digits but I had no success. I'm not sure what am I doing wrong as it was working before with prefix dialing rule.

What do you guys think, what could it be? Tnx in advance.

 

[leejor]

For a definitive answer as to what is happening, check the 3CX Activity Log for one of the failed calls. If a call is dialled, and the invite is passed onto the PBX, there will be a log as to how the call was processed. Your outside number appears to be four digits long....why?

 

[Saqqara]

Check your outbound rules, are you locking them down to extensions or groups - as you can call the number directly.

Remember outbound rules are processed from the top to bottom, so have your rules in the correct order.

If you add a prefix, you need to strip the prefix of the number to be dialled.

As the number is coming in from a sip number, you may have to adjust your outbound rules.

 

[itglaafs]

Hi Guys,

Tnx for getting back. It's not four digits it's 2 digits for prefix 88 and the rest is number being dialed with country code and other details...it's just the way I cut it off in the picture.

The problem is whenever I dial triggering number which would then come in and make a call to the outside number there's nothing in activity log...unbelievable but true.

I have used in Wireshark and took a snapshot of a call to get something out and it seems like 3CX is trying to use non-existing sip trunk to make a call which does not make any sense at all. That particular trunk was deleted a long time ago and it never had any prefix on it that would interfere with the one that is being used now.

What makes things even more complicated, is that when I remove prefix and switch desire working trunk on first place in the list with the outbound route as well...same thing happens.

 

[Saqqara]

You may have to open a support case,

 

[leejor]

If there is nothing in the log, then forwarding is not being "triggered", for some reason. Do you use forwarding, after hours, on any other extension? Does that work? Have you tried configuring to forward, but not based on office hours, just (always) forward, based on another criteria? Narrow down why it is not forwarding under the conditions you currently have set.