Solved Forwarded Calls Through Bandwidth.com Placing 2 Calls

[buillett]

When I set status to away for an extension and have calls sent to an incoming call routed through Bandwidth.com sent to an extensions mobile number through Bandwidth.com, two calls are placed.

This causes the cell phones voice mail to be reached as well as the cell phone to ring. Unfortunately, both can be heard happening at the same time for the caller, and the call is time divided between the two calls, so it sounds like a nonsensical garbled call. Outgoing audio is delivered to only one of the two streams while both are active. Incoming audio is garbled until one of the streams hangs up, either voicemail or the callee.

3CX is not showing two calls placed, only one, however, there are two calls being placed. If I use a different trunk for incoming and outgoing calls on the extension, everything works fine, however, when bandwidth.com is the incoming and outgoing trunk, this issue arises.

This issue has only been going on for the past couple of weeks, no settings have been changed in 3CX and this was a non-issue in the past. It happens approximately 90% of the time.

Has anyone else run into this problem and had any luck solving it?

 

[YiannisH_3CX]

Hello @buillett

So, when an extension is set to Away the forwarding rule sends the call to the extensions mobile number? Do you have rebound enabled or 302 deflection?
Also are you hearing the mobile phones voicemail or the PBX voicemail along with the ringing?

Have you contacted the provider in case something was changed on their side that could cause this?

 

[leejor]

If simply changing the outbound rule, and routing the call out over a different provider, works, without issue, then the cause of the problem would seem to be with your provider. They should be able to tell you if there is something in the Invite, sent to them, that they interpret "incorrectly".

Have you tried changing the forwarded number to something other than your mobile (a landline?), to see if the same thing occurs.

 

[buillett]

Hello Yiaanis, you are correct, when I set the status to away, the forwarding rule sends the call to the extensions mobile number. I do not have rebound or 302 deflection enabled. I'm hearing the mobile phone's voicemail, not the PBX voicemail.

I have not yet contacted the provider. I will do so though and see if they have any insight.

To Leejor's comment, I have tried using a different number and the same issue arises. Thank you all for your help.

-Jean

 

[YiannisH_3CX]

Since you only see one outbound call from the PBX and a different provider works i would recommend contacting the provider in case they are facing any issues. Let us know of the results

 

[leejor]

I have tried using a different number and the same issue arises.

This is sending to a landline (or another number NOT on the same mobile provider) with voicemail? The call goes to the voicemail and rings the set at the same time?

 

[buillett]

Problem Solved. It was a bandwidth.com issue. The solution was to change to a different bandwidth.com server per bandwdith.com, "If you could move your outbound traffic from routing to 216.82.224.202 and have it route to 216.82.225.202 this may resolve the issue." It did. Apparently, they've known there is something wrong with the servers at 216.82.224.202 and will be fixing it soon, however, if anyone has a similar issue, it can be resolved by changing servers. Thanks for all the input.

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for updating the thread with your solution