Queue ends call instantly, when calling it through 3CX/company number, but works when calling it through private number

[Peti]

Hello,

We have queues for our company sites and we noticed, that one of the doesn´t work right. The queue has 2 users, both of them are constantly on do not disturb. In this case should the queue forward the calls to an external number.

When I call the queue through 3CX or my company number, the call ends immediately.

When I cann the queue (exact same number) through my private number, it forwards the call successfully.

I´m not sure yet, but it could be an issue with almost all of our queues.

Queue settings:



Am I missing something?

 

[Peti]

Try taking out the outbound reformat and check your caller ID

removed the reformat, my caller ID is correct. Removing the reformat didn´t help. Tried changing the outside number, same error.

The thing I don´t understand is why the forwarding works, if I call the queue with my private number, but doesn´t when I call through 3CX or company number

 

[BrunoI_3CX]

Have you tried creating an Outbound Rule without assigning it to a specific department? If you haven't yet, please configure that rule and perform a test call to verify if the call is correctly forwarded in that scenario.

Additionally, if you set the PBX to Verbose logging mode, you can perform a correct and a failed test call and then download the PBX Support Info bundle from Admin options > Dashboard > Troubleshooting > Support Info.

Once you have the file, extract the ZIP and look in the /Logs folder for a file named '3CXPhoneSystem.bldef'. You can open this file using the 3CX Bin Log Viewer: https://www.3cx.com/docs/3cx-log-viewer/

By doing this, you can compare the call that routes correctly against the one that fails, to verify which Outbound Rule is being triggered in each case.

As other users mentioned, it may be worth a try to get a packet capture while the issue is reproduced, to then approach your provider and inquire if they see any issue with the INVITE received on their side, since you mentioned receiving an 'Address Incomplete (484)' error.