OutBound Rule In multi tenancy not working

[Gingerr6]

HI,

so i'm sure i have something wrong but,
i have ext 10015 that should ring out on ddi 269
Any other ext should use the default 140
For some reason the system is only acknowledging the 1st rule and ignores the 2nd?

if i swap them around then only the number assigned to the 1sdt rule works for all extensions...
the trunk allows all number out that's been tested.


ideas?
thanks James.

 

[bitn2]

In the logs, you can see which outgoing rules are being used. The first one can only be used by extension 10015, the other one by all others. What does the log say about this? Do I understand correctly that all extensions use the first rule and never the second one?

 

[paulodagraca]

Hello Gingerr6,

I would guess that ext. 10015 has the MAIN department 'ACIT'... just to be sure?

Paulo

 

[Gingerr6]

In the logs, you can see which outgoing rules are being used. The first one can only be used by extension 10015, the other one by all others. What does the log say about this? Do I understand correctly that all extensions use the first rule and never the second one?

hi,
"Do I understand correctly that all extensions use the first rule and never the second one?"
exactly this they ONLY obey the 1st rule, the below is me moving the rules up and down.

Dialed: () → Via rule: DDI 269 () → Via trunk: ACIT-IN-2c () → Ended by House Phone (10015)
09/10/2025 11:01:39 000-069
House Phone (10015)
Outbound Answered - 00:00:00 00:00:04 0.07

Dialed: () → Via rule: Outbound rule for ACIT-IN2c () → Via trunk: ACIT-IN-2c () → Ended by House Phone (10015)
09/10/2025 10:59:24 000-066
House Phone (10015)
Outbound Answered - 00:00:00 00:00:06 0.11

Dialed: () → Via rule: DDI 269 () → Via trunk: ACIT-IN-2c () → Ended by House Phone (10015)
09/10/2025 10:58:25 000-065
House Phone (10015)
Outbound Answered - 00:00:00 00:00:07 0.12

Dialed: () → Via rule: Outbound rule for ACIT-IN2c () → Via trunk: ACIT-IN-2c () → Ended by House Phone (10015)

 

[Gingerr6]

Hello Gingerr6,

I would guess that ext. 10015 has the MAIN department 'ACIT'... just to be sure?

Paulo

It has yes.

 

[bitn2]

Ahh, that's right. If you always test from 10015, it can only use the first rule. One is limited to 10015, so it uses that one. And if you push the other one forward, it uses that one because it's not limited.

 

[Gingerr6]

Ahh, that's right. If you always test from 10015, it can only use the first rule. One is limited to 10015, so it uses that one. And if you push the other one forward, it uses that one because it's not limited.

same result using a normal user that should always call out on 140.

ONLY the 1st rule is used.

Dialed: () → Via rule: DDI 269 () → Via trunk: ACIT-IN-2c () → Ended by Derek (10010)
09/10/2025 11:01:21 000-068
Derek (10010)
Outbound Answered - 00:00:00 00:00:07 0.12

Dialed: () → Via rule: Outbound rule for ACIT-IN2c () → Via trunk: ACIT-IN-2c () → Ended by Derek (10010)
09/10/2025 10:56:44 000-064
Derek (10010)
Outbound Answered - 00:00:00 00:00:07 0.12

Dialed: () → Via rule: DDI 269 () → Via trunk: ACIT-IN-2c () → Ended by Derek (10010)
09/10/2025 10:53:51 000-062
Derek (10010)
Outbound Answered - 00:00:00 00:00:06 0.11

Dialed: () → Via rule: Outbound rule for ACIT-IN2c () → Via trunk: ACIT-IN-2c () → Ended by Derek (10010)
09/10/2025 10:53:08 000-060
Derek (10010)
Outbound Answered - 00:00:01 00:00:12 0.22

Dialed: () → Via rule: DDI 269 () → Via trunk: ACIT-IN-2c () → Ended by Derek (10010)

 

[bitn2]

Oh sorry, this is a SMB/Multi Tenant system. There is no way to restrict outbound rules.

 

[Gingerr6]

Oh sorry, this is a SMB/Multi Tenant system. There is no way to restrict outbound rules.

oh...

 

[AndreasP_3CX]

one moment here gents, may i ask something? Are all your users in the same department and is that department ACIT?

 

[Gingerr6]

one moment here gents, may i ask something? Are all your users in the same department and is that department ACIT?

No.
Every customer has a separate department.

 

[AndreasP_3CX]

ok so to be clear you showed calls from Derek (10010) using the two rules,
DDI 269 and Outbound rule for ACIT-IN2c depending on when you move the rules up and down
in which department is Derek?

 

[Gingerr6]

ok so to be clear you showed calls from Derek (10010) using the two rules,
DDI 269 and Outbound rule for ACIT-IN2c depending on when you move the rules up and down
in which department is Derek?

hi,
derek AND House Phone are in the ACIT DPT. you see the two rules because i move them up and down,
So please clarify... can you have more than 1 OUTBOUND rule in the multi tenant platform per department?

 

[YiannisH_3CX]

There is a common misconception when it comes to outbound rules. The fields "Calls from extension(s) " and "Calls from Departments" are supplementary to each other. They do not both need to be true. They work in an "OR" relationship not "AND".
So you can have Department A using an outbound rule but you also want caller 100 which belongs to department B to use the same rule. So whoever makes the call will use that rule.
Adding a department and a user to an outbound rule does not limit the outbound rule to that user. It opens it up to that user as well.
That's why all your callers are going out from the first outbound rule in whatever order you set them.

In SMB you cannot remove the department because its the only way to stop users from other tenants from using it. In all other scenarios you can have an outbound rule without department which will limit the rule to a user.
If you are referring to an SMB you will need to find another way to limit calls to a specific user like using a prefix and then stripping it. Give the prefix to only that user and add the rule to the top.

 

[Gingerr6]

There is a common misconception when it comes to outbound rules. The fields "Calls from extension(s) " and "Calls from Departments" are supplementary to each other. They do not both need to be true. They work in an "OR" relationship not "AND".
So you can have Department A using an outbound rule but you also want caller 100 which belongs to department B to use the same rule. So whoever makes the call will use that rule.
Adding a department and a user to an outbound rule does not limit the outbound rule to that user. It opens it up to that user as well.
That's why all your callers are going out from the first outbound rule in whatever order you set them.

In SMB you cannot remove the department because its the only way to stop users from other tenants from using it. In all other scenarios you can have an outbound rule without department which will limit the rule to a user.
If you are referring to an SMB you will need to find another way to limit calls to a specific user like using a prefix and then stripping it. Give the prefix to only that user and add the rule to the top.

Thank you SOOO much. removed the department from the rule now it works !!!

 

[bitn2]

There is a common misconception when it comes to outbound rules. The fields "Calls from extension(s) " and "Calls from Departments" are supplementary to each other. They do not both need to be true. They work in an "OR" relationship not "AND".
So you can have Department A using an outbound rule but you also want caller 100 which belongs to department B to use the same rule. So whoever makes the call will use that rule.
Adding a department and a user to an outbound rule does not limit the outbound rule to that user. It opens it up to that user as well.
That's why all your callers are going out from the first outbound rule in whatever order you set them.

In SMB you cannot remove the department because its the only way to stop users from other tenants from using it. In all other scenarios you can have an outbound rule without department which will limit the rule to a user.
If you are referring to an SMB you will need to find another way to limit calls to a specific user like using a prefix and then stripping it. Give the prefix to only that user and add the rule to the top.

Are you sure? Than the limitation to extension is useless....

 

[fxbastler]

Are you sure?

https://www.3cx.de/docs/adminhandbuch/ausgehende_regeln/#h.881wjb7vc6gk
https://www.3cx.com/docs/manual/outbound-call-routing/#h.881wjb7vc6gk

 

[paulodagraca]

Hello,

On the english link, it does state:

Conditions are cumulative
IMPORTANT: If you specify Extensions and one or more Extension Groups then the rule will trigger if the extension is in the group OR in the list of extensions (so, cumulative).

I think this can be seen as an 'OR'.

Paulo

 

[bitn2]

Ah sorry, ive ne er used both. Than it makes sence and also what i said that this won't work an multi tenant and smb.