Queue Callback Fail to call customer

[Gurei123]

When a caller requests a callback the callback rings the the queue user and when the queue user answers the call hangs up.
Logs show:
"Callback to number 22564855 was requested from Queue 8001 by caller 22564855Caller: 22564855Queue: 8001 [Enquiries]"
"Failed CallbackCallback to number 22564855 failedQueue: 8001 [Enquiries]caller: 22564855"
Queue users are able to call 22564855 manually. What can cause the Callback to fail? This happens for all callbacks.

 

[Charles_3CX]

Regarding your question, check the outbound rules and that there is a rule that can process calls from the system, one that does not have an extension group mentioned, for example, only has the prefix configured that you have entered under the callback option within the queue configuration., and set to strip 1 digit.

 

[Gurei123]

Thank you for the response. The callback is offered on timeout and has no option configured within the queue.

 

[Charles_3CX]

There is a configuration for the call backup under the queues settings Advanced tab

 

[Gurei123]

In my case the "Callback Outbound Prefix" is blank. Must I input something like 9 as in your example or it should work with the blank?

 

[Charles_3CX]

You need a prefix 9 to work, then create an outbound rule with prefixes of 9 and strip 1 digit.

For example:

 

[Gurei123]

I have done as you advised and callbacks still fail. I can call the failing numbers manually by prefixing 9 just to test the Outbound rule.
What else can I check?

 

[Charles_3CX]

I suggest opening a ticket to us at 3CX technical support via your partner portal to check the configuration. We cannot do this via the forum.