How to bring another external number into my current call?

[bnelson]

Hi,
Forgive the ignorance on this topic. I'm using the 3CX Softphone and I'm having issues with 3-way calls. If I am on the call with a customer, and I need to 3 way call a vendor, I can't seem to get the 3CX softphone to dial the other number, it goes to an immediate Call Failed error as seen below:

 

[craigreilly]

What do the log files show in 3cx console?

 

[cobaltit]

What happens when you dial that number directly?

 

[bnelson]

Im showing this error when trying to add the other phone:
07/27/2019 7:15:54 PM - [Flow] Target endpoint for 9545551234 can not be built!

 

[bnelson]

What happens when you dial that number directly?

WHen trying to dial it directly it works

 

[cobaltit]

So you'll want to turn the logs up to verbose and try again but if dialing the exact same number works directly and not via three-way calling then you might be running into a capacity issue on the trunk. Verbose logging will tell you why.

 

[bnelson]

So you'll want to turn the logs up to verbose and try again but if dialing the exact same number works directly and not via three-way calling then you might be running into a capacity issue on the trunk. Verbose logging will tell you why.

Thank you for the help! I turned on verbose and here is what i get:

07/27/2019 7:24:11 PM - Call(C:1121) is terminated

07/27/2019 7:24:11 PM - [CM503020]: Call(C:1121): Normal call termination. Call originator: Conf:700. Reason: Not found

07/27/2019 7:24:11 PM - [CM503016]: Call(C:1121): Attempt to reach <sip:[email protected]:5060> from Conf:700 has failed. Reason: Not Found

07/27/2019 7:24:11 PM - [CM503014]: Call(C:1121): No known route from Conf:700 to target: <sip:[email protected]:5060>

07/27/2019 7:24:11 PM - Call(C:1121): from Conf:700 to 9542781625 doesn't match any outbound rule. No outbound rule could be selected.

07/27/2019 7:24:11 PM - [Flow] Target endpoint for 9542781625 can not be built!

07/27/2019 7:24:11 PM - Caller '700' does not belong to any of allowed groups: [2]

07/27/2019 7:24:11 PM - Looking for outbound rule: dialed = [9542781625], processed: [9542781625]; from-ext:

 

[cobaltit]

Well that seems pretty explanatory. Basically it looks like you are making a conference call and not a traditional three way call. You probalby have outbound rules scoped to extensions or groups and extension 700 (the conference extension is not allowed to call out/doesn't match any outbound rules.

 

[bnelson]

Ya, i could tell by the logs that was the issue, my tech isnt in the office today so i was trying to fix it myself and I'm not 3CX certified yet.

 

[bnelson]

is there another way to make a 3 way call? i read the forums and it said this was the only way to do a 3 way call with the softphone

 

[cobaltit]

Not sure actually, don't know that I've done it on the soft phone. Technically a three-way call is originated from the phone itself. The soft phone may not do it that way. Here's how you would do it on a T4X phone:

https://www.3cx.com/blog/voip-howto/conference-yealink-t42-t41/

 

[bnelson]

Not sure actually, don't know that I've done it on the soft phone. Technically a three-way call is originated from the phone itself. The soft phone may not do it that way. Here's how you would do it on a T4X phone:

https://www.3cx.com/blog/voip-howto/conference-yealink-t42-t41/

Yes i have yealink phones at some other offices and the 3way works perfectly. I have to find out how to do 3-way calls on these softphones

 

[craigreilly]

I'm fairly certain I read in another post recently that Softphone 3-way is via the Conference System (ie: ext 700).
So the outbound rules do need adjusting to fix this.

 

[SweetAction]

As a quick fix...
Edit your existing outbound rule
Place "700" in the "calls from extensions"
press ok.

 

[JohnS_3CX]

The difference lies in the way conference is performed:

a) a deskphone will host the conference on its own, using its extension to make the call to the 2 other parties

b) the client will not host the conference, but rather uses the conference server extension 700 (and some deskphones like Snom also use this method) to host the conference there

As pointed out above and seen in the logs, the conference server is not covered by any outbound rules hence it's denied the right to make the call, but if you do adjust your outbound rules it will be able to dial out to the second person