Solved Incoming calls bypassing IVR and going to VM Box 100

[PatP]

Good day,
Migrated from on prem to Hosted by 3cx. Set up a SBC and connected with Hosted 3CX and shows online. Set up SIP trunks and show online both from the Hosted 3CX portal and VOiP provider portal. Set up IVR but any in coming calls seem to bypass and go to VM Box 100?? Any suggestions?
thx
P

 

[NikosT_3CX]

Hi, is extension 100 specified as the Operator of the PBX ?
Also are you sure that calls are following the correct Inbound Rule ?
I suspect that this is the issue and calls are routed to the main trunk line and not the DID.
Ensure to setup the DIDs correct and in case your Provider sends the TO with a different number.
So for example if your number is +123456789, make your DID *23456789.
With this way the " * " acts like a " catch all "

 

[PatP]

HI yes ext100 is the operator. Should I be setting up another extension for this? Say 900 or something?
I am not sure if the calls are flowing the correct inbound rule as I have no way of telling except using the hosted 3cx logs.
So I updated the inbound rules
Rule1- DID #1 should go to IVR
Rule2-DID#2 should go to ring group
Now all calls coming in go to the ring group??
For the IVR I have simply created an extension "600" and proceded to fill the form as per 3CX instructions.

 

[NikosT_3CX]

Hi, you may run wireshark or check the logs of the PBX and check TO field.
With this way you will see how the Provider sends the destination number to the PBX and then compare it with the format of the DID you specified on the Inbound Rules of the PBX.

 

[PatP]

Ok will try that.
Thank you!