IVR connecting to extension with redirect to mobile activated calls failure

[ksanch]

Hello, I need to set up an IVR that outside of office hours people will be able to press "5" to be redirected to the picket service. The picket service is a "dummy" extension with redirect to mobile option activated. When I test it, the call is corretly forwarded to the mobile but when I answer this call on the mobile, the call ends. On the logs I can see:

02/11/2020 5:02:24 PM - Leg L:16.1[Line:10000<<0271234567] is terminated: Cause: BYE from local

02/11/2020 5:02:24 PM - [CM503008]: Call(C:16): Call is terminated

02/11/2020 5:02:24 PM - Leg L:16.5[Line:10000>>0791234567] is terminated: Cause: BYE from [WAN-IP]:5060

02/11/2020 5:02:24 PM - Leg L:16.4[Ivr:04] is terminated: Cause: BYE from 127.0.0.1:5483

02/11/2020 5:02:23 PM - [CM503007]: Call(C:16): Line:10000>>0797184162 has joined, contact <sip:[email protected]:5060/UDP>

02/11/2020 5:02:23 PM - L:16.5[Line:10000>>0791234567] has joined to L:16.1[Line:10000<<0271234567]

But don't find any reason. I looked for solutions without success. There are many similar or related topics but nothing exactly what I'm facing.
So the entire flow is:

External Caller->SIP Trunk->IVR 04->Press 5->Connect to Ext 98 forwarded to mobile 0791234567
When I internally call the ext 98, the call is also forwarded to the mobile and the mobile can successfully receive and answer the call.
When I internally call the IVR 04, I get the same problem. Call is forwarded but ends when mobile answers.
I also tried it on another 3CX instance (our own) and everything is working.
This a fresh 3CX v16.0.4.493 install.
Firewall checker passed.

Phone numbers and SIP Trunk are renamed on the logs here.
Any help please ?

 

[ksanch]

The following options make it to work but it is not what the customer is looking for:
- Announce Caller (Rebound), because the agent needs to answer the call and send press 1 to connect with the caller.
- Ring my mobile simultaneously, because it makes a double call: from the caller to the dummy ext and from the dummy ext to the mobile.

 

[ksanch]

Also tried the following options without success:
Under forwarding rules
- Use Call Deflection (302)

Under Extension Options->Troubleshooting
- PBX Delivers Audio
- Support Re-Invites

 

[AWS2P]

have done same flow as yours and it works fine, may be a restriction on SIP trunk , do you answer before ring timeout ?
is the dna set to end call?

 

[AWS2P]

My Trunk is set like this

extension is set like this

 

[Clément Rousseau]

have you asked your trunk provider about this ? he can probably has more info about this call.
We use this a lot and never had a problem with such a thing (and I think we use same settings as you in extension/trunk).

 

[leejor]

Might this be a caller ID issue? Original callers ID being passed out to provider, which then rejects the call because number is not permitted.

When you call the extension directly, what caller ID shows on the mobile...the originating extensions DID number, the "main" trunk number? Do you have any other scenarios, that pass the originators caller ID, back out to a forwarded, or Ring my Mobile number that is successful?

 

[ksanch]

Hi everyone, thanks for your time ! I deleted the "Support re-invite" on the SIP-Trunk and it works !
I didn't try it cause it was activated and working on my personal system.

To answer other question, the original caller ID is actually displayed on the mobile. The call was terminated before timeout.I will ask my VOIP Provider in case of future problem like this for more infos. Thanks again for your support !