forwarded calls going to cfd app, direct call working

[surenr]

Dear Anyone.

for the Covid-19 our country is in lockdown/curfew and so only essential services can operate and that too using home delivery only.
so a pharmacy is taking orders and delivering the medicine. so since orders are very high at this time, they have put all their staff into order fulfilling.
and requested our help to answer their calls and keep their customers updated on medicine status.

so i have setup a "Inbound Rules" with a separate dedicated number for them and when i call that number directly its working. see "3cx_direct_working.txt"

so now the pharmacy has setup call forwarding from their number to our setup number for them and that call drops after coming to 3cx. see "3cx_none_working.txt"

so the number is setup go to a special queue for them where agents will answer and it works when i dial directly.

but when the actual customer call comes as a forwarded call from the pharmacy number , what 3cx is doing is its sending the call to CFD app, which is not configured to do so anywhere.

so i need to stop the calls going to this CFD app and should go to queue as configured.

attached both logs are verbose level Activity Log

your help in solving this is much appreciated as it will help many others.
Thanks in advance,
Suren

 

[leejor]

I suspect that the difference is...the forwarded number is sending that number as the called number. The lines(s) right above this shows the start of the calls routing differently, I'm going to assume you are routing based on DID numbers. Try creating a duplicate rule with the new number if you haven't tried that. Something may not be in the correct field, for the forwarded calls.

Flow] Looking for inbound target: called=94XXXXXXX0; caller="Suren Rajasooriyar" <sip:77XXXXX20@:0>

[Flow] Looking for inbound target: called=011XXXXX93; caller="Suren Rajasooriyar" <sip:77XXXXX20@:0>

 

[surenr]

@leejor thanks, i created a another rule with forwarded number like you mentioned and it works. thanks again.

@to anyone :but what i like to know is why 3cx was sending calls to one CFD app out few apps earlier without any config telling it to do so ? , plus in those situations than can we change the CFD app it sends calls too ?

 

[surenr]

ok figured out now, last part of forwarding to cfd app was happening bcs of SIP stuck config,