Outbound Rules Ignored when Calling from History

[VISA MC]

We have a client using Grandstream GXP2170 phones. We discovered today that when dialing from the History button it passes the calls through all the way to the call report as 7 digit numbers, even though we have outbound rules set to rewrite those to prepend our area code and country code. If you dial a number with 7 digits, it is re-written, but if you go through the History button on the phone the rule is ignored and it's sent out as 7 digits.

Has anyone else seen this or know of a fix that I'm missing?

 

[leejor]

If the number is being sent to your provider with only 7 digits, then the rule (or a rule), must be allowing that. Check the 3CX Activity Log (may require Verbose mode) to see what route/rule was followed. You may have to do some modifications, or change the order of your rules.

 

[VISA MC]

If the number is being sent to your provider with only 7 digits, then the rule (or a rule), must be allowing that. Check the 3CX Activity Log (may require Verbose mode) to see what route/rule was followed. You may have to do some modifications, or change the order of your rules.

I may have misread the Activity Log. The instance is set to medium and shows no indication of the rewritten call. I will set to verbose and check again.

 

[leejor]

Perhaps the call does not match a rule, and is never sent to your provider. Even a Medium setting would show the call, if it went through.

 

[VISA MC]

Looking back at this, I think the end-user is impatient and not waiting long enough for the call to be connected. I cannot duplicate it on our system. I provisioned a phone on their system and also can't duplicate it. It does take roughly 8 seconds before the ringing begins. I checked the CDRs at the the provider and they are being re-written correctly, it just shows as the non-rewritten DID in the call details report which is what sent me down that path.

 

[leejor]

Is the History number (7 digits) based on what was dialed, from the set, or what calls were received, based on caller ID? If it is the latter, and since the digits do not appear to be in the correct format, from what I can gather, perhaps they can be made so, using caller ID re-formatting.

If the issue, is a long delay, before that call is connected (ringback tone), then implementing a dialplan, on the set may eliminate a time-out, and delay before that call is sent to 3CX. You would have to confirm that the delay is occurring at the set.

 

[ChrisC_3CX]

it just shows as the non-rewritten DID in the call details report which is what sent me down that path.

If the call was never answered by the end callee this is actually expected. The call log will only show the number in it's re-formatted form only if the call was answered so the fact that you see it in it's original form does not necessarily mean that it did not get sent to the provider correctly.

Do make absolutely sure that you have no other Outbound Rules that are matching these calls without re-formatting to them but, to be honest, It does sound like the users are simply not waiting long enough after dialing.