Forwarding of DDi to External Number

[cloudland_nz]

Hi there,

We're currently looking at setting up an AI agent with Elevenlabs. Below is how we currently have the call flow setup (I'll explain the issue after this).

DDi number through our Primary Trunk which hits a ring group that has a dummy extension loaded in it that's never registerred. After 1 second, it's set to send the call to an external number of 91910, which has an outbound rule that sends the call through the trunk that we've set up with Elevenlabs (shown below).
If I call the virtual extension number of the ring group, this works as expected and the call is passed off and I can speak with the AI agent.

ISSUE: When I call the DDi that points to the ring group, it just rings, and rings and rings until it's eventially dropped. It does appear from the active calls section that this is passing through as expected. But I never get to speak with the AI agent.



Any ideas where I've gone wrong with this?

 

[YiannisH_3CX]

If you skip the ring group and forward the call directly to the AI agent does that work? Remove the DID from the ring group and set the Default route of the trunk to route the call to an external number and see if that works.
Try to remove complexity to see where the issue is. You might also need to run a pcap and dive a little into 3CX logs to see what is wrong here.

 

[leejor]

Have you compared the working and non-working calls in the 3CX Activity Log?

 

[cloudland_nz]

If you skip the ring group and forward the call directly to the AI agent does that work? Remove the DID from the ring group and set the Default route of the trunk to route the call to an external number and see if that works.
Try to remove complexity to see where the issue is. You might also need to run a pcap and dive a little into 3CX logs to see what is wrong here.

Hi Yiannis,

Unfortunately, I can't change the routing of the trunk as we have multiple numbers that branch out from it to different flows within 3CX. I don't believe there is a way in version 20 to pass a DID directly to an outbound number, correct?

 

[VoIPTools]

Some things you can try:

Consider routing through a outbound rule that has an outbound caller ID specified. I don't think that is the problem, but this will remove one item from your checklist.

Remove the department filter too.

Do a Wireshark and confirm the call is being routed through the trunk. Where did it get stuck? Is the service expecting a call from a specific phone number?

Just a FYI...

We have a new VoIPTools conversational AI voice-bot. It is not released to the public yet, but this bot uses a vector database that is fed nightly by our automated ingestion process that scans our website, user manuals, YouTube videos, AI generated documentation from our source code, and other sources so it can literally answer pretty much any question about our company, our products, and our policies.

We track every question, the answer AI provides (with a confidence score), the user's sentiment, trends, problem areas. etc. If the bot cannot answer a question with a sufficient confidence score, it is flagged and tracked so that the caller receives a call-back with the answer, and the knowledgebase is updated so any similar questions are answered properly in the future.



The caller can offer suggestions and feature requests too, and the requests are evaluated, given a feasibility/complexity score, and other things I'm not going to share.

This uses a centralized private knowledgebase so the agent (voice or chat) can answer questions from any customer-facing interface including our next version of our VoIPTools software. The bot knows what screen the user is on so the user can ask what a field in our software is for, or how to configure a specific feature, or which of our 35+ tools can help solve a customer's need.

The next step is to give our bot skills so it can create orders, take payments, look up shipping status, create contact in our CRM, and more. There are already "skills" available in other products, so we will not be reinventing the wheel. We already know how to incorporate them automatically.

I simply cannot run fast enough.

 

[YiannisH_3CX]

I don't believe there is a way in version 20 to pass a DID directly to an outbound number, correct?

I'm afraid not.

If you call number 91910 directly from an extension, does that work? Check you have re-invites enabled on the trunk. To do you will need to export the trunk configuration and check. If re-invites are enabled then I would recommend disabling it and test.