Forward to Outside Number Problem from Ring Group

[muaddib32]

Trying to forward unanswered calls to an external answering service. This works fine for an extension. But because I want calls to be handled differently during work hours and after-hours I have set up a ring group. But the ring group will not forward calls to an external number. I have checked the box "Allow forwarding to external numbers.." in General, Settings.

How do I get this to work?

 

[nbailey]

hello,

How do you have calls handled generally outside of office hours? do you allow external calls outside of office hours?
do you have external calls on your trunks disabled outside office hours?

Thanks,
Nate

 

[muaddib32]

Does it matter? I am trying to get the system to forward unanswered calls during work hours to an external number using a ring group.

 

[nbailey]

It does actually, you didn't specify in or out of office hours, now I know you mean in office hours so now it doesn't matter. Have you checked the logs too see why it is not working?
did you format the number to work with your outbound rules?

 

[muaddib32]

It works fine when diverting from an extension

 

[muaddib32]

The Server Activity Log says that the call was terminated. No Answer. It is supposed to be forwarding not terminating

 

[leejor]

Post the log of a failed call. I assume that there is a spare trunk available for the call.

 

[muaddib32]

-There is only the one line, but it works when forwarded from an extension

09:51:27.471 [CM503003]: Call(2): Call to sip:[email protected] has failed; Cause: 487 Terminated; from IP:192.168.64.14:5060
09:51:27.369 [CM503020]: Normal call termination. Reason: No answer
09:51:27.369 [CM503016]: Call(2): Attempt to reach <sip:[email protected]:5060> failed. Reason: No Answer
09:51:24.929 [CM505001]: Ext.100: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [DPH 125MS 1.14.27] PBX contact: [sip:[email protected]:5060]
09:51:24.928 [CM503002]: Call(2): Alerting sip:[email protected]:5060
09:51:24.252 [CM503025]: Call(2): Calling RingAll800:100Ext.100@[Dev:sip:[email protected]:5060]
09:51:24.248 [MS210002] C:2.2:Offer provided. Connection(transcoding mode): 192.168.64.7:7002(7003)
09:51:24.219 [CM503004]: Call(2): Route 1: RingAll800:100Ext.100@[Dev:sip:[email protected]:5060]
09:51:24.215 [CM503010]: Making route(s) to <sip:[email protected]:5060>
09:51:24.213 [MS210000] C:2.1:Offer received. RTP connection: 203.176.185.10:38350(38351)
09:51:24.208 Remote SDP is set for legC:2.1
09:51:24.206 [CM505003]: Provider:[Comvergence] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Sippy] PBX contact: [sip:[email protected]:5060]
09:51:24.197 [CM503001]: Call(2): Incoming call from 0418146132@(Ln.10001@Comvergence) to <sip:[email protected]:5060>
09:51:23.896 [CM503012]: Inbound outside specific hours incl. holidays rule (unnamed) for 10001 forwards to DN:800
09:51:23.895 Looking for inbound target: called=61390085250; caller=0418146132
09:51:23.885 [CM500002]: Info on incoming INVITE:
INVITE sip:[email protected]:5060;rinstance=661038a060db3992 SIP/2.0
Via: SIP/2.0/UDP 203.176.185.10;branch=z9hG4bK5fe6.1bbe0f98b56544654b4383fb1a562191.0
Via: SIP/2.0/UDP 203.176.185.10:5061;branch=z9hG4bK047320b5b6efc7f4fe330b96f5c7f6f7;rport=5061
Max-Forwards: 16
Record-Route: <sip:203.176.185.10;ftag=e81e1dd3a01ad5346039b5962d158356;lr>
Contact: "Anonymous"<sip:203.176.185.10:5061>
To: <sip:[email protected]>
From: <sip:[email protected]>;tag=e81e1dd3a01ad5346039b5962d158356
Call-ID: [email protected]~1o
CSeq: 200 INVITE
Expires: 300
User-Agent: Sippy
Content-Length: 0
cisco-GUID: 879048241-1714970979-1717986918-1697669730
h323-conf-id: 879048241-1714970979-1717986918-1697669730

 

[leejor]

There is only the one line, but it works when forwarded from an extension

You mean you only have one trunk? Hmmmm

If you do have more than one trunk...

What you can try...is create a dummy extension, say, 200. This doesn't require that you have a physical set., forward that extension to your outside number. Call it (200) directly to be sure it works. Next forward the unanswered call in the ring-group to 200. Call the ring-group (800) from an extension (not the one in the group), does it forward to the outside number if not answered? If yes, then try an outside call.

 

[leejor]

Forgot about this...In Settings/General/Global Options/System Wide Options, there is an option to allow calls to outside numbers from ring-groups. Did you have that checked? If not, try it and you can probably ignore the above post.

 

[muaddib32]

Thanks leejor. Yes, I already have that option checked. Makes no difference. But your suggestion of diverting to a dummy extension works perfectly. Thanks.