Solved Redirection to external number gets cancelled when called from outside

[Tupi]

Hello community,

hopefully someone of you can point me in the right direction or has had the same problem.

I am currently running 3CX 16SP3 (Pro) and tested this with Snom and Polycom phones. So I assume it has something to do with either our Trunk-settings or the Provider as the behaviour is the same on different phones.

Problem is with redirecting calls directly from the deskphones to external numbers (I tried mobile numbers and landline) when called from outside numbers. The caller will immediately hear "cancelled" and a missed call will appear on the called extension.

What I know, tried or believe:

• Redirection to external numbers when called from internal extensions works fine.
• Redirection to internal numbers when called from outside works fine
• Working with mobile numbers directly entered via management console works as intended.
• A wireshark capture shows that I get a SIP status 302 with my desired redirection number as contact URI in all scenarios (which I guess is how it should be)
• 3CX log has one entry that only appears when the canceled call happens: "[Flow] Endpoint Extn:### has no forwarding rule on reason 'Redirected' " || (Can I centrally change the behaviour for redirected calls?)

I think this feature worked without a flaw in previous versions (14, 15) so I am a bit in the dark from where it is appearing now.
I also tried to play a bit with the outgoing parameters of our sip trunk but had no luck with that so far.

Did anyone of you ever run over something similar or has an idea what it could be?


Best regards and thanks in advance!

 

[leejor]

Problem is with redirecting calls directly from the deskphones to external numbers

How is this being done, exactly? Does the Activity log show the call reaching your provider?

 

[craigreilly]

Long shot - but on your outbound rules are their restrictions of which groups can access the rule?
You say redirection - so this may not even come into play.

 

[Tupi]

How is this being done, exactly? Does the Activity log show the call reaching your provider?

@leejor
Sorry, I could be clearer on that. This is done by using the forwarding functions (or buttons) on the respective phones and e.g. typing in a mobile number when a user wants to be reachable out of house.

Unfortunately I can not see any connection with our Provider after the SIP "302 Moved Temporarily/INVITE " event in the 3CX logs.

@craigreilly
The extensions have no restrictions on using the outbound rule.
The odd thing is the forwarding works perfectly when they get called by internal extensions and forward to external.

Thats also when I got curious about the 3CX log entry "Endpoint Extn:### has no forwarding rule on reason 'Redirected' ".
I didnt know there is or can be a forwarding rule for a "Redirected" status. (In my mind this seems like another thing besides Away or DND extension forwarding options)


PS:
I can also confirm with a second client that this is appearing after upgrading from V15.5 and to my knowledge also happened in 16SP2. Same Provider.

 

[leejor]

You may have to examine the SIP header sent by the set, for a forwarded call, to see what might be causing the issue.

"Endpoint Extn:### has no forwarding rule on reason 'Redirected' ".

To me, this seems to mean... "I know I'm supposed to forward this call, but I don't see anything built, against the extension rules, that allows me to do so for a redirected call". So, a mismatch between what the set is trying to do, and what 3CX thinks is acceptable..I may very well be wrong.

 

[Tupi]

Thank you both for your input!

I checked back with the Provider and 3CX Support. It currently is no supported feature (why the softbuttons though?) and the call does not reach the provider.
Workaround will be letting the users set the forwarding via webclient while changing their status to away.

This is a major inconvenience for us as it is hard to explain why our users cant use the shown buttons on the deskphones.

Just out of interest, does the same behaviour happen on any of your systems?

 

[JohnS_3CX]

Hi Tupi,

If you want to make forwards, do it via the Status and not via the endpoint (deskphone).
We do not officially support the method you are currently using so it is not guaranteed to work.
To make it easier, you can utilize the 3CX clients for this (web/desktop/mobile)

You can potentially make it work if there is a rule that allows the PBX to makes calls (introduced since V16, the PBX itself cannot make calls)

Slide 10 is what you are looking for: https://www.3cx.com/3cxacademy/videos/advanced/configuring-outbound-routing/

 

[Tupi]

Slide 10 is what you are looking for: https://www.3cx.com/3cxacademy/videos/advanced/configuring-outbound-routing/

@JohnS_3CX thank you very much for the information and guide. It now works as intended!

Out of interest, what are the potential security risks with opening up the system extensions to make calls?

 

[JohnS_3CX]

Hi Tupi,

I'm glad to hear. Security wise I would say call forwards or calls from integrations/diallers, or calls from the voicemail menu. This article may interest you https://www.3cx.com/blog/voip-howto/securing-hints/