Inbound Rules not work

[Nguyen Tien Quan]

Hi support team, members,

I have onprimse 3CX server with 2 phisical trunk. The trunk 1 for whole office. The trunk 2 for our CRM (freshdesk)

Trunk 1: Main trunk no 1; DID/DDI number 1
Trunk 2: Main trunk no 2; DID/DDI number 2

in Inboud rules:
Rule no | DID/DDI number | In/out of office routing
Rule 1 | DID/DDI number 1 | call flow 01 (forward to Digital Receptionist)
Rule 2 | DID/DDI number 2 | call flow 02 (forward to specific extension)

Our plan: when incoming call to DID/DDI number 2 the call will be routed to specific extension and post one ticket to freshdesk

But the incoming call to DID/DDI number 2 is routing by Rule 1 (to Digital Receptionist, not to specific extension)

The call log and whiteshark log and see the call to DID/DDI number 2. It seems the inbound rules not match with DID number.

May somebody please advise?

Thank you,

 

[leejor]

As long as your provider is sending a DID number, then it is a matter of matching that number to a rule. If an exact match is not found, then that call will use the default route. The key word is exact. You can confirm, in the 3CX Activity Log, the exact number being sent. Make sure your rule(s) is the same, or use *, as a wildcard, replacing some of the leading digits in the rule, so that the remaining digits match.

 

[YiannisH_3CX]

Also make sure that your DIDs are unique per trunk. I am guessing your trunks are from the same provider with the same IP and since the PBX cannot match the DID it matches the first trunk it sees.

Make sure that under the Inbound parameters of the trunk the Call Source Identification is turned off for both trunks.

 

[Michael.Talbot]

One other thing that your might need to check is the Inbound Parameters for the SIP Trunk. We had a situation where the upstream provider changed the information in the SIP headers and our inbound rules stopped working.

We did a packed capture (you might be able to get the info from the verbose log) and found that the CalledNum parameter needed to be changed from "To: User Part" to "P-Called-Party-ID: User Part".

 

[Nguyen Tien Quan]

Also make sure that your DIDs are unique per trunk. I am guessing your trunks are from the same provider with the same IP and since the PBX cannot match the DID it matches the first trunk it sees.

Make sure that under the Inbound parameters of the trunk the Call Source Identification is turned off for both trunks.

Hi YiannisH, other members

Yes, I checked and the situation exactly YiannisH's guide. I asked provider to add the DID to the first trunk then I can catch the DID number.

Thank you for you supports