Need help setting trunk to trunk forwarding

[Ionut.STEFAN]

Hi,

We are trying to switch from Issabel to 3CX. We managed to transfer allmost all settings from Issabel to 3CX but we can't find one usefull function in 3CX.

One of our external number is used with Telephony app from Bitrix.
With that app we can call directly from Bitrix using our PBX system. For Outbound rule it was a simple setup, we had to connect one of our extension to Bitrix and bitrix will forward the calls to that extension.

The problem is for Inbound calls. Bitrix uses his own SIP Trunk for inbound calls, and we need to forward our external number to their SIP Trunk that will handle the calls.
In Issabel we had this function but in 3CX we can't find it anywhere.

Do you have some ideas how to get it working?
Thanks!

 

[JohnS_3CX]

Hi Ionut,

From what I understand, you were using the above method for Call Journaling. If this is the case, then you should not need to run a trunk on Bitrix. The trunks can run on 3CX and you can use CRM integration to achieve call journaling. Check the below link and see if this will serve your requirements

https://www.3cx.com/docs/bitrix24-crm-integration/

 

[Ionut.STEFAN]

Hi John,

yes, this is one of the requirements but we can't get CRM to work propery. We opened another thread here - https://www.3cx.com/community/threads/bitrix-3cx-integration-problem.73791/

Trunk to trunk fowarding will help us because our agent will need to use only one app instead of using bitrix and 3CX Web Client.

Thanks for your reply!

 

[JohnS_3CX]

Disregarding the integration part then, you would need to decide on a call flow before you forward from trunk to trunk. So what would that flow be, if you broke it down and described it step by step?

 

[Ionut.STEFAN]

For inbound we have an simple IVR that spits the calls to 3 departments (Extension 101, 102 and 103).
Extensions 101 and 102 we have desk phones and an agent will answer from there.
But when IVR redirects the call to 103, we want to forward that call to Bitrix Trunk and from there Bitrix will spit the call to our sales agents.

Maybe we can do this with Call Flow Apps? (I don't have expierience with Call Flow Apps so I don't know if it's possible)

 

[JohnS_3CX]

It may be doable if bitrix has its own bridge trunk on 3CX and it can then send the call to the agents but you would have to be able to manage the agents (ie what happens if they are busy logged out etc).

I think it's best if the PBX handles all the trunks and Bitrix handles all the CRM

 

[Ionut.STEFAN]

Bitrix has his own queue so it will hold the call until one agent will be ready.
If all agents will be offline (outside business hours) 3CX IVR will forward the call to the voicemail.

Also Bitrix records every call (if we forward the call to their trunk) and it will be easier for a manager to listen the recording straight from the client's page in CRM instead of searching it in 3CX.

We tranfered all settings from Issabel to 3CX but this trunk to trunk forwarding in the only thing that holds us from buying the pro license and start using it.

 

[cobaltit]

Can you not forward that number from your provider directly to Bitrix, bypassing 3CX entirely?

 

[Ionut.STEFAN]

Unfortunately we tried that but without any success. The number is not a SIP Trunk, it's a landline that goes to Yeastar NeoGate. In NeoGate has an option to forward to a trunk but it's not working properly.

And will be best for us to go to 3CX first because we have that IVR that needs to run before the call is forwarded to Bitrik.

 

[cobaltit]

Well in this case you wouldn't forwarded it from the NeoGate but from the provider which would be the landline provider but I guess I missed the part about needing to hit the IVR first. Is it not something as simple as making a dummy extension with the Bitrix number as the mobile number, set it to forward to mobile and then use that dummy extension as the destination for your IVR?

 

[Ionut.STEFAN]

I tried the part with dummy extension but it's not working. In activity log I receive this error.

06/05/2020 9:46:43 AM - Call to T:Line:10008>>0799776799@[Dev:sip:[email protected]24-6702-1580148095.bitrixphone.com] from L:336.1[Extn:911] failed, cause: Cause: 404 Not Found/INVITE from 3.123.246.217:5060

The extension shows as registered in SIP trunk and Outbound rule is ok because if I change it to another SIP Trunk, it works.