Help - Ring Group Forward to Outside Number Failing

[altitude]

Hi,

Please see the two attached files. The green boxes are the set Outside Number (as set in the ring group), red boxes are the customer's Caller ID number they called into 3CX with.

What seems to be happening is that once the call is routed to the Outside Number, 3CX seams to using the customer's caller ID/number to look up the outbound rules for allowed extensions. This logic doesn't make sense as we don't know who may call us to put every customer's number into the outbound rules.

Can anyone help with this, maybe I'm reading it wrong.

 

[JohnS_3CX]

Hi,

It is not using the customer's caller ID to look up the outbound rules for allowed extensions, it is actually looking for a rule that allows it to dial the "outside number" you have set.

In order to have the system extensions (not the user extensions) route calls outside, you need to ensure you have rules that allow the system to make external calls.

Please refer to this so you can build the appropriate outbound rule and test your forwarding
https://www.3cx.com/3cxacademy/videos/advanced/configuring-outbound-routing/

 

[Clément Rousseau]

One workaround is to not use this option directly in ring group but set your ring group to go after sometime to a dummy extension. In this dummy extension you set outside number as mobile phone and in transfer rule, choose : ring my mobile phone simultaneously. Then you reach outside number through a extension then you dont have outbound rule issue.

 

[altitude]

Thanks for the replies. We used the workaround by creating a new extension and its working fine now.

We will also explore the system extensions rules for good measure.

 

[AWS2P]

We will also explore the system extensions rules for good measure.

This is the best to do and for future maintenance is a mess with lot of dummy extensions just here for workaround. If you let this set with dummy, take some note about what you have done to be sure to understand easily in case of problems