Outbound calls from clients reporting Not Found when dialing

[rjamesm2884]

Hello,

We are using Flowroute for our SIP provider and I know this has to be on Outbound rules. We are able to make outbound calls no problem but if we click on a number from a missed caller, it errors with Not Found. I believe it's because it has a 1 in front of the number. Flowroute requires to pre append a 1 to make an outbound call which we have done already.
I tried Calls to numbers starting with prefix and enable it to 1 added the groups but it still doesn't connect the call. Any ideas?

 

[eddv123]

Yes, you are looking at the right area of the PBX. You just need to work out what the PBX is sending and what the provider expects. I do this normally by simply seeing what has been presented on the provider platform, or what is being sent using Wireshark: https://www.3cx.com/docs/capture-network-traffic/

Note: If the Outbound rule does not have the ability to send to the provider however, it will show internally on the PBX and will not even reach the provider side. https://www.3cx.com/blog/voip-howto/outbound-rules-a-complete-example/

 

[rjamesm2884]

Yes, you are looking at the right area of the PBX. You just need to work out what the PBX is sending and what the provider expects. I do this normally by simply seeing what has been presented on the provider platform, or what is being sent using Wireshark: https://www.3cx.com/docs/capture-network-traffic/

Note: If the Outbound rule does not have the ability to send however, it will show internally on the PBX and will not even reach the provider side. https://www.3cx.com/blog/voip-howto/outbound-rules-a-complete-example/

I agree, however the calls are going through no problem. It's just the call history on the desktop client
it sees 1800XXXXX and it fails to call because it has the 1 in front. If I manually dial the number 800XXXXX no problems it dials out.

 

[eddv123]

Yes I know, this is a common issue, we have experienced this ourselves quite a bit but that is because we use Twilio (who are and international provider) the number shows on the phone with its international dialling code in front of it, so when you dial it back the outbound rule wont take it.

Are you in the U.S pr Canada and is the +1 being added because of this perhaps ?

 

[rjamesm2884]

Yes I know, this is a common issue, we have experienced this ourselves quite a bit but that is because we use Twilio (who are and international provider) the number shows on the phone with its international dialling code in front of it, so when you dial it back the outbound rule wont take it.

Are you in the U.S pr Canada and is the +1 being added because of this perhaps?

Yes, i'm in the US. The 1 is being added when someone calls so that's what the SIP provider hands to the PBX. Not sure if we can strip the 1 on the client call history so that the calls can go through while preserving append 1 because of the SIP provider requests.

 

[eddv123]

Yes, so this is the same as the issue we had (we are in the UK) is that the outbound rule on the trunk for calls to Twilio was to strip the leading 0 and pre-pend with +44 (for standard calls) so when we called back the calls were going to the provider +44+44.

Without checking I believe we put in a secondary outbound rule based on digit length the strip/pre-pend as required the digits when send by the call-back button.

You can also check your E164 settings on the PBX (under settings as well).

If you cant work it out let me know and I will find out specifics for you.

 

[leejor]

You simply need an additional outbound rule to deal with national numbers dialled starting with "1" and are 11 digits in length. Then strip 1 digit, the '1", before sending to your provider.

Place this rule below any 11X number rule you may have.