Rebound from call answered by IVR

[garrick.cobcroft@gsconsul]

Hello, we have a scenario where the DID is answered by an IVR, and option 1 is to go to an external number. As it's not possible to directly forward to an external number from the IVR, I have created an unused extension which is set to foward all calls to the external number. This works partially fine. If I simply forward the call, it works. However, if I tick the rebound box to pass the original callers ID to the external number, the call gets locked in the 3CX call queue and eventually drops.

Is there a way to do a call forward to an external number from the IVR, passing the original callers ID to the remote number?

Thanks,
Garrick

 

[KyriacosS_3CX]

That would very much depend on whether your trunk provider allows it, and the template you are using is set for it.

 

[garrick.cobcroft@gsconsul]

Thanks for the reply. I'm not sure I follow, as when I tick rebound, the call never gets forwarded.

Since asking the question, I have found through another forum post that if instead of trying to forward the call, you put the target number in thye extensions mobile number field, then tick simultaneously ring mobile, the remote party recieves the caller id as expected. But I still don't understand why 3CX doesn't forward the call when rebound is ticked.

 

[Alejandro_3CX]

Hi @garrick.cobcroft@gsconsul

To clarify, the REBOUND parameter is strictly designed to ring an external number for 30 seconds. If the destination does not answer within that time, the call is forwarded to the user's voicemail box. It does not control whether the original Caller ID is passed through.

The picture below shows an outbound call with the REBOUND enabled, as you can see in the active calls the caller is a system extension IVRFORWARD, so you need to check your outbound rules, if these are restricted by user extension or department, then this explains why the call is not completed once the rebound is enabled. Make sure your outbound rule is filtered by PREFIX or DIGIT LENGHT.



Passing the original Caller ID is a separate feature. To do this, your VoIP provider must support CLIP No Screening, which allows you to send an external outbound Caller ID. Without this feature, you can only display the numbers explicitly associated with your account.

If your provider does support CLIP No Screening, you can enable it with these steps:

1. Modify your SIP trunk template.
2. Edit the SIP field for the Caller ID and change it to ORIGINATORCALLERID.
3. Save the template and apply it to your SIP trunk.

Could you please let me know who your VoIP provider is and confirm whether they support CLIP No Screening?

 

[garrick.cobcroft@gsconsul]

Thanks Alejandro, that does make a lot of sense now and clarifies the behaviour I'm seeing. Other PABX systems I've used use the same terminology - ie Rebound, to mean that the call is handed over to the remote system, thereby sending the origininating caller id.

The provider is Channel UC, who use Vocus as their upstream provider, so it is the Vocus template. I will check with them if they support CLIP, and alter the template accordingly if needed.

For now, the use case has been solved by using simultaneous ring rather than forwading the call, and this seems to be working well.