Outbound Rules Not Matching Extensions – Routing by Priority Instead

[HelloComputer]

Hi ,

I have a department with 4 extensions and multiple DIDs.

I’ve set outbound rules so that each extension can use a different outbound caller ID.
But the issue is that the rules are not being matched by extension number. Instead, the system chooses the route based on rule priority (the order in the list).

For example:

• I create a rule for extension 155.
• If that rule is above the rule for 153 in the list, then even calls from extension 153 still get routed through 155’s rule.

So no matter how I configure it, extension rules are ignored, and routing always follows priority order instead.

 

[SteveITS]

Is a department selected in the rules?

 

[HelloComputer]

Is a department selected in the rules?

yes it is. Both are under same deparment

 

[SteveITS]

It’s an any/or check so it’s matching the department…remove that and just use the extension.

 

[VoIPTools]

When an outbound call is placed, 3CX will look at the available outbound rules starting at the top (first) rule. It will evaluate each rule one at a time until it finds a rule that will work. Apparently, you have rules, above your desired rules, that match. I suggest you move your extension-specific rules higher in the list. This will resolve your issue. This should not impact your other users since you have placed a restriction on the rule that says the user placing the call must match the specified extension number.