Outbound Rules Not Always Honored

[mhemmes]

I’ve noticed something peculiar recently, with an extension’s forwarding rules.

We have two DIDs with flowroute, one for our main line and one for our service department. Flowroute needs it’s numbers sent with the full 11 digit destination, so I have three outbound rules configured so that users may dial calls as 11, 10, or 7 digit numbers, with the rules adding the extra numbers if required.

When we go to after hours, our service extension is supposed to forward to its mobile number. The dispatcher changes this number each week as the on-call technician is rotated. The dispatcher (and most of our users) uses a 10 digit format, no country code. We discovered that if the external caller calls our main line, which is configured to use IVR for after hours, and then selects the option for our service department extension, the call will go through to the mobile number as expected, with the outbound rule adding the “1” that the dispatcher has left off in the extension’s mobile number.

However, if the customer calls the service extension’s DID directly, they get error tones indicating an incorrect number. If we add the “1” to the extension’s mobile number the DID direct dial works as expected.

Seeing as there are no separate outbound rules for different DIDs, it appears this is a bug. I’m on the current v16 release, as of 6/15/2019.

Any thoughts?



Thanks in advance!
- Mike

 

[cobaltit]

Are the rules scoped to specific extensions or extension groups? It's been mentioned on the forums a few times that certain call flows come from the PBX which won't match rules with extension qualifiers.

 

[leejor]

Look at the Activity Log and compare the outgoing calls to see which rules are matched, or not, as the case may be.

 

[mhemmes]

@cobaltit The rules are all digit length based rules.

@leejor Im heading to the site now and will verify.

 

[JohnS_3CX]

Hi @mhemmes

So in case 1 you forward an already established call to the Service EXT and then the call reaches its destination, I imagine via Status Auto Switch to DND and then set the dnd-status to "Forward to number".

But in case 2, the call reaches the DID directly (not the extension which has the mobile forward), so what/how is the DID configured to run here after office hours?

Can you provide some clarification detail on the call flow?

 

[mhemmes]

@JohnS_3CX Yeah, so the DID is programmed to ring the service queue during work hours and to ring the emergency extension during off-hours. The emergency extension is programmed to send to its mobile number during off-hours.

 

[JohnS_3CX]

Can you see if you change the Emergency EXT to forward to an internal EXT during-off hours, if the forward will be completed?

Trying to establish/isolate if the issue is elsewhere in the flow or if you actually see in the logs something like this that clearly indicates that the call stops at the point where the mobile is being called:

06/06/2019 17:38:26 - [Flow] Target endpoint for [your mobile here] can not be built!