Hidden Outbound Rules

[bob222]

Last December I upgraded from v14 on Windows to v15.5 on Linux. I used a backup from v14 and imported during the install of v15.5. Pretty much everything went very smoothly. Recently I noticed an issue with outbound rules. I have two emergency numbers set up, 911 and 9911. The second is in case someone thinks they need to dial 9 to make an outside call. Yesterday someone called 9911. What I noticed is that in the activity log, I see that the call used an outbound rule, and the call went thru fine.

The strange thing is that the rule is not visible in the 3cx Outbound Rules screen. I also see no way to associate an outbound rule to an emergency number. Is there a way to make the rule visible and editable? Is there a way to remove the rule? I think maybe the emergency numbers and rules for them were handled differently in v14, but I really don't remember now.

 

[leejor]

Could this be something to do, not with an outbound rule as such, but the definition of emergency numbers, elsewhere in 3CX?

In a situation where an access digit is required, it is best to allow emergency number access with, and without the prefix to accommodate those that know to add it, and someone that doesn't.

 

[bob222]

Could this be something to do, not with an outbound rule as such, but the definition of emergency numbers, elsewhere in 3CX?

That's what I'm wondering. Any ideas where else in 3CX would this rule be? It is not showing in Outbound Rules or in Emergency Numbers. If I look in the XML file included in a recent backup, I can see the rule definition in the Outbound Rules section. It looks like all my other rule definitions, but this one somehow is hidden in the background. And yet it is working.

 

[leejor]

I can't imagine that it is something that is "assumed" by the PBX, as users can set up various "outside" access codes, or choose to use none. Dialling an 8, may indicate a local call, while a 7 prefixes an international call. Someone from 3CX may have to clarify this.

 

[YiannisH_3CX]

Hello @bob222

Are these numbers set as emergency numbers in the PBX? If so please note that no outbound rules are required for these numbers to be processed. When emergency numbers are set you also choose the trunk the calls need to go out of so outbound rules are ignored.

 

[bob222]

Hello @bob222

Are these numbers set as emergency numbers in the PBX? If so please note that no outbound rules are required for these numbers to be processed. When emergency numbers are set you also choose the trunk the calls need to go out of so outbound rules are ignored.

They are emergency numbers. Was v14 different in this regard? I don't clearly recall, but I seem to remember that when setting up an emergency number there could be a rule associated with it.

I have 9911 as an emergency number so that people who are in the habit of pressing 9 for an outside line can still get thru to 911. The rule strips off the leading 9. So it's a disadvantage that version 15 does not have this capability. I guess I can set up an Outbound Rule to handle 9911, but then I don't receive the email alert.

But my main concern right now is that I have this outbound rule somehow is associated with the 9911 emergency number, but there is no way to edit or remove it. How did it get there? Was it when I upgraded to v15.5 and imported the v14 backup? A bug in the import process perhaps? Is there any way to get rid of it? I'm just concerned that down the road it will cause an issue, as it's there, but not visible.

Is it safe to edit the XML file from a recent backup to remove the sections defining these two rules and then do a restore? Does a restore completely overwrite the configuration, or does it just modify the existing configuration?

 

[YiannisH_3CX]

The difference between V14 and V15 in emergency numbers was that the system was creating an outbound rule you could then edit. That's how you could strip the 9 from 9911.

But my main concern right now is that I have this outbound rule somehow is associated with the 9911 emergency number, but there is no way to edit or remove it. How did it get there? Was it when I upgraded to v15.5 and imported the v14 backup? A bug in the import process perhaps? Is there any way to get rid of it? I'm just concerned that down the road it will cause an issue, as it's there, but not visible.

Try to delete the 9911 emergency number. This should also remove the outbound rule associated with it.

Is it safe to edit the XML file from a recent backup to remove the sections defining these two rules and then do a restore? Does a restore completely overwrite the configuration, or does it just modify the existing configuration?

I would not edit the xml as it could cause more harm than good. If after deleting 9911 emergency number the issue still persists then you best option is to contact the 3CX support department so they can take a look at the issue and advise on what is the best way to deal with it.