Forwarding issue!

[itglaafs]

Hello,

I have several numbers that are assigned to their own trunks...each of these numbers are forwarded to external outside number via some sip trunk after working hours. I have setup ext for that purpose and all of the forwarding statuses are pointing to that external number. On the queue list for these numbers time is set and ext for outside of working hours.

The problem is that every time I try to call these numbers to test forwarding I get call failed unavailable msg...activity log says:



Now, when I use the very same group and dial out using 3CX client, it's all working normally...it's just that when extension needs to dial internally and forward the call to external number this happens.

I have found that it works only when you create outbound rule that uses sip trunk from the very same DID number that incoming call is coming in. In other words, if you have 20 DIDs registering to 20 sip trunks and you want them to be forwarded to one ext which needs then to call external number and forward calls outside of working hours, it's not working. If you create separate 20 groups and outbound rules for these 20 DIDs and set them that everyone uses their own rule, it's working, but it does not make sense to me on the long run with many numbers.

Can someone please assist? Txn.

Best Regards,

Slaven.

 

[YiannisH_3CX]

Hi Slaven,

So to be clear, when you forward an incoming call out from the same trunk the call came in from it works but fails when you try to use one trunk to do all the forwarding.
It might be an issue with the caller id of each trunk as the provider might be expecting you to present a caller ID that belongs to the trunk when you call out from a specific trunk.
The other reason may be trunk channels. When you use the same trunk for all calls you may reach the maximum channels the provider gives you.
Also why do you have 20 trunks for 20 numbers? Can you use a provider that can give you 20 numbers under 1 trunk? We have many supported providers who can do so.

 

[itglaafs]

So to be clear, when you forward an incoming call out from the same trunk the call came in from it works but fails when you try to use one trunk to do all the forwarding.

Hi @YiannisH_3CX

Txn for getting back...yes, exactly as you said above but If I login to that ext and call using 3CX client, then it's working unlike when I use forwarding with an offline ext...note that ext belongs to the same group and has same rights and all of the statuses for that offline ext are set with forward to a number rule.

It might be an issue with the caller id of each trunk as the provider might be expecting you to present a caller ID that belongs to the trunk when you call out from a specific trunk.

Hmmm...I don't see any caller ID setup for that provider...in fact when we use Caller ID on that sip trunk then you can't dial out at all...so it might be the opposite.

The other reason may be trunk channels. When you use the same trunk for all calls you may reach the maximum channels the provider gives you.
Also why do you have 20 trunks for 20 numbers? Can you use a provider that can give you 20 numbers under 1 trunk? We have many supported providers who can do so.

We have 8 sim calls on that trunk and no one except me is present, so it should work flawlessly...as for provider we are looking to switch to a new one but for at least month or so we have to use this one.

 

[YiannisH_3CX]

Do you have originator caller ID configured in the trunks outbound parameters settings? When you dial out directly the caller ID used is the one the trunk has unless the extension has one configured. But when forwarding out the originator caller ID might be used which could cause an issue.

The error message is coming from your provider based on the screenshot you shared so perhaps it would be easier to ask them why they are rejecting the call rather than trying to guess the cause.

 

[itglaafs]

Txn @YiannisH_3CX

The first screenshot is outbound parameters of the sip trunk, the default caller ID is blank. The second one is what I tried to make in Outbound rules to get it done but as you can see, it's not working as it should. It seems that you have to have one ext only per DID number and sip trunk when you are forwarding, adding second DID is not working at all.

 

[YiannisH_3CX]

Like I said since it seems that is your provider that is rejecting the calls it is best to contact them first to ask why the calls are failing. That will give you an idea on what you need to to do to get it working,

 

[itglaafs]

Txn @YiannisH_3CX I will ask them about it...can you please help me with another forwarding issue...the calls for another number are never forwarded out, even though all is set up in that way, time after working hours, it's always reaching voicemail on 3CX ext and not forwarding calls outside of working hours?

 

[cobaltit]

The activity log is your friend. Turn it up to verbose and then look in the log. It will explain why calls aren't working

 

[YiannisH_3CX]

Exactly what @cobaltit said. Without knowing your exact configuration and looking at the logs we cannot possibly know why the call is not forwarding. So use the activity log to trace the call and see where it terminates and why.