Forwarding to external call number issue

[chimac07]

After hours, my inbound calls are forwarded to an external number (my 3rd party answering service). When that happens, people calling my number either have their calls not go through, or a disconnected tone, or busy tone. HOWEVER, the calls do get forward ONLY when I’m calling using a 3CX extension line.

Here is some additional information about our current 3CX:
-Currently using version 3CX V18 version
-Trunk Provider is Twilio

 

[Saqqara]

Check your outbound rules, as 3cx system will use a system account to dial the number when after hours

You may have to relax the rule to just include the external number as the prefix , leave the rest of the fields blank. Make sure the rule is in the correct position in the outbound rules

Note : outbound rules are processed from the top down

 

[leejor]

Check the 3CX Activity log for one of the calls, to see if it made it as far as your provider, and if so, was there an error message returned.

It might be an issue with the caller ID, being passed on.

 

[ChrisC_3CX]

Most common cause of this and easiest thing to check first is what @Saqqara mentioned so make sure you do look into that.

If it persists after making sure the Outbound Rules are in order, Twilio does in fact have the "OriginatorCallerID" parameter set be default on 3CX's "From: User Part" field so what @leejor mentioned might very well need looking into as well. Some providers do not allow you to show a Caller ID that does not "Belong" to you so they might be blocking the call as the caller id in this case would most likely be that of the originating caller.

According to the info on our site, Twilio does have the capability for this so you might need to contact them to have it enabled:




Sometimes you can enable such settings via the SIP Provider's portal.

Let us know what you find and if you need anything else!

 

[chimac07]

I cant fix this issue on my own,I would like to pay a provider who is familiar with twilio issues to fix this issue for me.

 

[chimac07]

please DM me, i would like this issue fixed asap.

 

[chimac07]

no responses so i spent the day trying to troubleshoot it. It is the Caller ID issue that yall mentioned.


So here's my notes from trying to fix this issue.

Whenever forwarding a number in 3cx to an external number, 3cx uses the original caller ID(of the person calling) and sends it to Twilio. Twilio throws this error message.

SIP: 'From' phone number not verified: The caller-ID +112326564 is unverified. SIP Trunking terminating calls to PSTN must use a valid Caller ID in the From Field. A Valid Caller ID is either a DID you have purchased from Twilio or a verified Caller ID.

The only workaround I can figure out, was to configure/edit the trunk Outbound Parameters to the following.

“From User Part:” change to “Outboundcallerid” outbound caller id taken from extension settings in management console”


“Remote Party ID- Calling Party: User part” change to “Outboundcallerid” outbound caller id taken from extension settings in management console”



"P-Asserted Identity: User Part" change to “Outboundcallerid” outbound caller id taken from extension settings in management console”

Im not sure if this messed up any other functionalities, but it did fix my forwarding to external number during after hours issue.

 

[chimac07]

basically Twilio is the source of this pain in the ass

 

[leejor]

If you do find that your changes have adverse affects elsewhere, you might also try this...
Create a new rule, with a fixed caller ID to be sent, that of your Twilio number. give this rule a prefix, that you don't already use for outside calls, such as 8.
When someone wants to forward a number, or make use of the Ring my Mobile feature, have them prefix the destination number with 8, to force a caller ID, that will be accepted by your provider.

Not necessarily the best workaround, as users have to remember to use the prefix, but, if the other solution won't work for all call situations, it might be a necessary evil.

 

[ChrisC_3CX]

Also want to add that, you could potentially use the default settings and present a Caller ID that does not belong to you if the SIP Provider allows it. As mentioned earlier, Twilio should allow it but it might be something that you need to enable or ask them to enable it for you (might be a chargeable service). That said, you might want to consider contacting them about this if you do indeed wish to present the originator's caller id for these calls.