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.