Inbound Calls to SMS Number Not Routing to Extension

[RHopkinson]

We are using Flowroute for SMS for a single number on our client's 3CX system. SMS texting to/from that number through 3CX works fine for the extension to which the inbound rule is assigned (on the SMS SIP trunk). However, voice calls to that same DID go to a ring group instead of the extension (internal extension dialing works fine). Since we use a separate trunk for the SMS number (which is linked to the main trunk), I tried creating the DID (in both +1xxxxxxxxxx and *xxxxxxxxxx formats) on the main trunk and pointing it to the extension, which did not fix the issue. How can I fix this, or at least find out why the voice calls are being routed to the ring group?

Thanks, in advance,
Russell

 

[Alejandro_3CX]

So, is the same DID for calls and SMS? You want that SMS go to XXX extension and calls to that number go to a different destination YYY. Is this what do you want?

If so, using only one sip trunk you can send the DID to a Digital Receptionist for calls and then set that SMS go to another destination.

Check the pic below

 

[RHopkinson]

No, we want SMS messages and calls to go to the same extension.

 

[Alejandro_3CX]

ok then point the DID to this extension and please mark all the SMS messages received before as DEALT WITH, then give it a try.

If it's one DID then you should use only one sip trunk.

 

[RHopkinson]

The DID is pointed to this extension and, prior to troubleshooting, existed on only one SIP trunk (the SMS trunk), which is where it is again now. The person at this extension marked all of his SMS messages as DEALT WITH, but the voice call still goes to the ring group.

 

[Alejandro_3CX]

how many DIDs do you have in this sip trunk (flowroute)? also how many sip trunks do you have in this system?

 

[cat5king]

"The DID is pointed to this extension and, prior to troubleshooting, existed on only one SIP trunk"

Do you have the same number built in multiple trunks now?

 

[RHopkinson]

There are three trunks in this system (Local, TF, and SMS). The SMS trunk currently has only one DID, the number in question, in E.164 format. That DID is also defined only to this trunk and not to any other trunks.

 

[cat5king]

Is the user extension set up to forward calls to the ring group, or maybe set to ring the ring group simultaneously? Let me know if you have a few minutes to hop on a screen share and I'm happy to take a look with you.

 

[RHopkinson]

@cat5king No, the extension is not set up to forward to any ring groups, and is not even a part of the ring group to where the calls are going. I'd be more than happy to jump on a screen share. Thanks.

 

[cat5king]

I sent you a PM. Let me know when you're available and I'll send you an invite.

 

[RHopkinson]

A little more info:
I tried adding the DID back to the "local" trunk and added it as a DID for his extension (which now has two DIDs with the same 10-digit number). I placed a test call but the call still rings to ring group 0001. Just to make sure the extension is able to receive external calls, I created a CID rule to forward inbound calls from my number to the extension and it went to the desired extension. Any assistance with this is greatly appreciated.

 

[Kevin@voxtelesys]

You said you have 3 trunks, do all three trunks share the same registration? Is it possible it is hitting a default trunk route on a different trunk?

 

[RHopkinson]

All three trunks have different registrations. I checked the CDR records on the provider and verified that the call is coming in on the "SMS" trunk. In addition, I verified (using the test CID rule) that it processes the inbound call only when on the "SMS" trunk--not when on the "Local" trunk.

 

[RHopkinson]

I determined the calls were being routed by the destination associated with the trunk itself. It seemed that the DID rule was simply not firing. I managed to get this to work by adding the same 10-digit number to the trunk in wildcard (*NPANXX9999) format instead of e164 (+1NPANXX9999) format and deleting and re-creating the inbound rule using the wildcard format.