issue to transfer

[luc.jubeau]

Hi,

We've got a client who has got DIDs for extensions. If extensions don't catch the call, it will be transfered to an IVR.
This works when extensions have no IP Phone.
But when we assign to them an IP Phone, the transfert doesn't work. The call is transfered to an unknown smartphone number.

IP Phones are Snom D717 and Yealink T57W.

Thanks for your answers.

Luc

 

[bitn2]

Hi,

We've got a client who has got DIDs for extensions. If extensions don't catch the call, it will be transfered to an IVR.
This works when extensions have no IP Phone.
But when we assign to them an IP Phone, the transfert doesn't work. The call is transfered to an unknown smartphone number.

IP Phones are Snom D717 and Yealink T57W.

Thanks for your answers.

Luc

Maybe they configured some routing directly on the phone?

 

[luc.jubeau]

Maybe they configured some routing directly on the phone?

Yes we have looked for this. But not and this issue is for all the extensions with DID.

 

[bitn2]

Yes we have looked for this. But not and this issue is for all the extensions with DID.

But the unknown mobile number must be somewhere... When its not on the phone it must be somewhere in the 3cx.

 

[luc.jubeau]

But the unknown mobile number must be somewhere... When its not on the phone it must be somewhere in the 3cx.

We've searched everywhere (users profiles, directory, inbound and outbound rules, trunk, settings ) in 3CX. but we haven't found it.

 

[bitn2]

We've searched everywhere (users profiles, directory, inbound and outbound rules, trunk, settings ) in 3CX. but we haven't found it.

What does the log show you for an call with this phone number?

 

[luc.jubeau]

What does the log show you for an call with this phone number?

nothing

 

[bitn2]

nothing

Than its something directly on the phone.

 

[SweetAction]

Easy test - factory reset the phone and reprovision. Does the issue still occur?

 

[luc.jubeau]

Easy test - factory reset the phone and reprovision. Does the issue still occur?

Yes we've done this. That doesn't work. And this issue is for all the DID.

 

[SteveITS]

The medium or verbose activity log should show whether 3CX is routing the call there.

 

[TheodorosG_3CX]

Since this happens when the phone is provisioned this is related with the device. Is there any custom template?
This happens no matter to which extension you will provision the phone?

 

[EmmettsIT]

Is it a setting on the dip trunk? A call forward on no answer setting possibly back at the SIP trunk provider?

 

[TheodorosG_3CX]

There many things to check there however this is not an issue from the PBX.

 

[luc.jubeau]

Since this happens when the phone is provisioned this is related with the device. Is there any custom template?
This happens no matter to which extension you will provision the phone?

Yes this

happens no matter to which extension you will provision the phone and with every phones

 

[luc.jubeau]

Is it a setting on the dip trunk? A call forward on no answer setting possibly back at the SIP trunk provider?

No, there isn't.