Solved Ring Group containing External Numbers not Ringing Out

[Daryle]

I have a perfectly functioning 3CX system but I'm trying to add a configuration for an after hours on-call system. All calls are routed to a Digital Receptionist (ext.. 80). There a caller is prompted to press 9 if an emergency (which goes to Ring Group ext 81), enter the extension of the person they are trying to reach, or wait on the line and the call will be dropped to my extension and voicemail (if I don't pick up).

I've added a second extension for myself to point to my cell phone (ext 03). The forwarding rules for this extension are attached below:


I've set up the ring group to only include my extension at this point for testing purposes:


The Digital Receptionist has the following settings (I've blurred out my direct line extension details):


Now here's the problem. An incoming call can enter extension 03 and the call gets routed out to my cell phone with no problems. An incoming call can enter any other internal extension and the call gets properly routed. And if if a caller enters nothing, it correctly goes to my extension and my voicemail.

But if a caller presses "9", the call just terminates so obviously the ring group wasn't activated and the "Destination if no answer" was triggered.

If however, I change the Ring Group on "Destination if no answer" to got to Extension 03, my cell phone does ring.

So why doesn't the Ring Group ring an external number but only falls through to the failure condition? What am I missing here?

 

[JohnS_3CX]

Hi Daryle

Show us a screenshot of your outbound rules.

We need to confirm there is a rule that allows system extensions to make calls

 

[Daryle]

John,

I hadn't considered that as a possibility.

Here's the screen capture:

 

[JohnS_3CX]

Ok so now we see that the only rules that allow the system to make calls are to match either 7,10 or 11 digits. If your mobile matches, we should be fine.

However, if extension 03 in the ring group is currently unregistered, then the RG behavior is to send to destination if no answer.

To work around this, go and tick "Ring My Mobile Simultaneously" on the extension and test again.

 

[Daryle]

Thanks John for your brilliance.

Yes, I didn't provision these extensions because I only wanted them as external placeholders for the external number and I never really noticed the "Ring my Mobile Simultaneously" option before but that solved my problem and allows me to forward a call with an unprovisioned extension.

Thanks so much.

 

[JohnS_3CX]

Glad to help Daryle!