Inbound rules not being applied correctly

[Daniel Hoeving]

We just set up our first hosted 3CX box and I have an issue with the inbound routing.
The client is a small medical clinic.
The client has 2 DIDs:
the first is their main line for patients to call -- which goes to an IVR that allows them to chose between the appointment desk (to book an appointment with a clinic doctor) and the referrals desk (to schedule a consult with a specialist at the referral of their family doctor). This works fine.
the second is the doctor's private line, for business and personal calls, this number is not advertised to patients and is set up to go directly to a ring group that includes the office manager.

All inbound calls to the second number are being routed to the IVR.
The packet capture shows the SIP INVITE going to the correct DID, and then the hand off -- but when the call connects I get the IVR, not the ring group.

Note -- two members of the ring group are also agents in the IVR queue, I'm not certain this should matter but putting it here in case that's my issue...

Anyone have any ideas what I've got set up wrong?

 

[Evolute IT]

What's the format of DID your provider uses?

We usually use a * then the 10-digits to allow matching on +1, 1, and national formats.

 

[Daniel Hoeving]

The provider gives us the 10 digit number - no country code.
Not certain how that would effect routing once it's established a connection to the PBX though.

 

[Evolute IT]

The provider gives us the 10 digit number - no country code.
Not certain how that would effect routing once it's established a connection to the PBX though.

Because 3CX does a matching on the DID to determine which rule to use for routing.

Did you enter you DIDs as 10-digits in 3CX?

 

[SteveITS]

What's the destination if no answer for the ring group?
You could try turning on the Verbose activity log for a call.

 

[Saqqara]

Check the activity log to see what number is being presented to 3cx, and adjust your ddi number

 

[Daniel Hoeving]

ConceptWebs: Yes DIDs were entered as 10 digits in 3CX
SteveITS: Destination if no answer for the ring group is an extension 110 -- which has active voicemail.
Saqqara: The activity log shows the To address as 1XXXXXXXXXX@sipproviderdomain. Changing the DID number in the SIP Trunk and inbound rule had no effect.

 

[Daniel Hoeving]

Deleted the inbound rule and recreated it with just an extension -- rang the extension.
Changed rule to ring group, and it appears to be working now...

Probably should have tried that first... :

On second review -- now all calls are going to that extension. I have no idea what the hell is happening, I have never seen this behaviour in any of our other 3CX installs. It may be a SIP provider issue.

 

[Daniel Hoeving]

Update -- what ever the last created inbound rule is, that's what's taking effect.
I created a new rule back to the IVR when the previous rule broke the call flow and sure enough even though it was a different DID, all calls are now going to the IVR.

 

[Daniel Hoeving]

I'm going to create a support ticket for this. Something is buggered and I can't tell if it's the way the SIP provider is presenting the calls or if it's in the PBX.

Thanks for the assistance folks.