Forward To Outside Number - Not Working

[2101]

Hello, I'm having an issue with using the option to "Forward to Outside Number" in SIP Trunks, Ring Groups, and Call Queues. I receive this in the Activity Log "[Flow] Target endpoint for XXXXXXXXXX can not be built!". It looks like it tries to call out a bunch of times every second but doesn't work. There is no ringing or anything it just disconnects after a while. I've tried with multiple external numbers and the issue is the same. I have multiple 3CX installs for various tenants and this doesn't seem to be an issue with any others. On the others, it works properly. As a workaround for now I created a dummy extension and added the external number to it. Then set it to "Ring my mobile simultaneously". Then I added that extension to the Outbound Rule to get it to work. Also, in the PBX Settings/General Options I have this checked: Allow forwarding to external numbers in Ring Groups and Queues. So I'm not sure why it's not working on this particular tenants 3CX. Would anyone know what's causing this or have experienced this issue?

Thanks

 

[leejor]

Hello, I'm having an issue with using the option to "Forward to Outside Number" in SIP Trunks, Ring Groups, and Call Queues.

You will need to explain a bit more. Most call forwarding is done from an extension.

If the number forwarded to, is dial-able from the extension (same format as the forwarded number), which means there are outbound rules to accommodate, and there are trunks available, then it may be a caller ID issue. Depending on settings, it may be that the original caller ID is being passed on through the provider, and blocked.

 

[JohnS_3CX]

The error can also appear if the trunk provider rejects the call for any reason, a capture from the PBX interface should give you more information on this

 

[2101]

To explain a little bit more about what I'm doing. I go into the SIP Trunks tab > then open the SIP trunk > go to the "Route calls to" section > go to "Destination for calls during/outside office hours" > I use the drop-down and select the option for "Forward to Outside Number" > enter the number in. I've tried entering the 10 digit number only, 1 before the number, +1 before the number but it won't work.

For the Call Queue/Ring Group, I open the queue/group > go to the "Destination if no answer" section > I use the drop-down and select the option for "Forward to Outside Number" > enter the number in. I've also tried entering the 10 digit number only, 1 before the number, +1 before the number as well but it's not working.

I've tried with multiple external numbers and it doesn't work.

On other 3CX installs for different tenants, it works fine when I select that option and enter in the 10 digit number. I even used the same external numbers I was trying on the one that isn't working and they went through fine. They're all using the same SIP trunk provider set up the same way and are on 3CX version 15.5.15502.6.

 

[leejor]

On other 3CX installs for different tenants, it works fine when I select that option and enter in the 10 digit number. I even used the same external numbers I was trying on the one that isn't working and they went through fine. They're all using the same SIP trunk provider set up the same way and are on 3CX version 15.5.15502.6.

The fact that you are using the same provider, and same 3CX version, and given the post from @JohnS_3CX above, I'm wondering if the trunk outbound caller ID settings are different, on the various installs. If the provider disallows the originators caller ID, and the PBX, where the calls are failing is attempting to send that, and the others are sending the "main" number, then that may be the issue.

 

[2101]

Thanks for the input everyone. I was able to get it to work. I noticed that on all the Outbound Rules the section for "Calls from extension(s)" were filled in with certain extensions to use a certain SIP trunk. I created a new Outbound Rule and left that section blank and set it to use one of the SIP trunks. So now when I use the options for "Forward to Outside Number" and enter in the number the calls are forwarding to that number.

 

[craigreilly]

Seems like a bug perhaps that the trunk itself can not be used to specify ability to make calls thru a specific rule.

 

[YiannisH_3CX]

Seems like a bug perhaps that the trunk itself can not be used to specify ability to make calls thru a specific rule.

When a call is made it has to match an outbound rule for the PBX to be able to send the call out. Since the forwarding was made on the trunk or Queue level (an extension is not involved ) then the outbound rule should not have extensions set as limitations.
A new outbound rule is needed to have the PBX forward the calls to external numbers.

 

[craigreilly]

If the rule is the same (for extension calls and trunk initiated calls) and you can not restrict outbound calls at all since you need to unrestrict it for the trunk to make calls - then how do you restrict extensions from making calls?

 

[JohnS_3CX]

Since the outbound rules are run top down, you can have the rule just above this one stopping the extensions.

 

[leejor]

Sounds like a feature suggestion...the ability to add trunk names (or numbers), to outbound restrictions, in the same way extensions are added.

 

[craigreilly]

Since the outbound rules are run top down, you can have the rule just above this one stopping the extensions.

Nope. Not that I can see.
The extension will not process in the first rule, then goto the next rule and make the call.

 

[YiannisH_3CX]

Here is an example on how you can restrict an extension from making outbound call while still being able to call to a bridge. The system and all other extensions are still able to perform outbound calls using the prefix "1".