Forwarding Calls to Outside Answering Service

[Varalino]

Self Hosted, debian linux
Version: 18.0 Update 3 (build 461)



We are trying to transfer calls to an outside answering service and having limited success. It seems that some transfers to an outside number works and some transfers to outside numbers fail. I believe the problem is transfering to an outside number.

We are trying as follows:

Transfers direct from the SIP Trunks Menu (as follows) work as expected.
Destination for calls outside office hours
forward to Outside Number
(answering service number)

Transferring calls from the prioritized Hunt Ring Group as follows does not work:
Destination if no answer
forward to Outside Number
(answering service number)

The first one works as expected the second one does nothing.

 

[leejor]

Check the 3CX Activity log for clues as to what is happening with the calls (may require setting to Verbose). One issue may be that the "system" is doing the transfer, and may not be allowed in your outbound rules. In some cases, passing the call to a "dummy" extension, that is then forwarded to the desired destination, can be a better option.

 

[pmterp]

When you set up your outbound rules, did you specify which extensions they applied to? If so (if you don't have a catch all rule) you may need to add a catch all or add the ext number of the ring group to match a rule.

 

[Varalino]

I have one sip trunk with 5 channels, so my outbound rules are trivial. However, they could be screwed up… Screen shot of the outbound rules attached:

 

[Varalino]

How would I setup a "dummy" extension, that is then forwarded to the desired destination. I set the extension's mobile number to the destination and then set forwarding rules to forward to the mobile. Is that the correct approach? This seems to work but there are delays.

 

[VasilisV_3CX]

Hi @Varalino,

You'd add an extension, and select the destination when unregistered for both internal and external calls, to the number you'd like. Also ensure that you have "Allow forwarding to external numbers in Ring Groups and Queues" in Settings >> General.



If you ever want to test if something is specific to you outbound rules, create a 'catch all' rule and place it on top. Calls starting with 0-9,+ route out of your specified trunk.