Ring Group Forward to External Number

[benman431]

I have a ring group setup that has some internal users and one external forward user in it. When you call the ring group number all the users get calls, but the external user does not. When you call the extension that is setup for the external user forwarding it rings fine.

Allow forwarding to external numbers is checked. Under each user forwarding tab, accept calls from ring groups is also checked.

The error that is received in the activity logs is "Failed to build divert target EndCall.Unknown; fail reason = TerminatedByRule"


TLDR:
Calling ring group with external user --> does not work for external
Calling the extension for external user --> works
Something in ring group is not calling the external user extension

 

[leejor]

Do you have any outbound rule restrictions, for that particular route?

 

[SteveITS]

@benman431 We normally add x700 (conference bridge) to the outbound rule, is that allowed here? I don't recall if I've ever tried putting a forwarded extension in a ring group, though.

 

[leejor]

For some reason I was originally thinking that you had the destination if no answer routing to an extension, that was forwarded. That's what happens when you reply in the forum before having a cup of coffee.

Unless things have changed, any members of a ring group will (used to) have forwarding ignored as the extension did not "own the call". People, in the past, have used the Ring My Mobile at the same time option to include external calls in the ring group.

One of the problems with allowing forwarded calls from a ring group member to be processed is that there is less control over where the calls are going, as apposed to the ring my mobile option. If someone is careless, a call could be forwarded to the wrong number, or a number that (for some reason) answers immediately, which would end the ring group call. If this happens, you then have to track down which extension has done this and severely punish them, or, at least, correct the forwarding.

 

[benman431]

For some reason I was originally thinking that you had the destination if no answer routing to an extension, that was forwarded. That's what happens when you reply in the forum before having a cup of coffee.

Unless things have changed, any members of a ring group will (used to) have forwarding ignored as the extension did not "own the call". People, in the past, have used the Ring My Mobile at the same time option to include external calls in the ring group.

One of the problems with allowing forwarded calls from a ring group member to be processed is that there is less control over where the calls are going, as apposed to the ring my mobile option. If someone is careless, a call could be forwarded to the wrong number, or a number that (for some reason) answers immediately, which would end the ring group call. If this happens, you then have to track down which extension has done this and severely punish them, or, at least, correct the forwarding.

I added the external number to the mobile field and choose "Also Ring my Mobile" it now rings a few times and says "The call could not be established, contact your administrator." In the logs it shows "Server Error"


When I turned on Verbose logging the first CDR entry says:

termination_reason = 'dst_participant_terminated'
termination_reason_details = 'no_route'


The second CDR shows:

termination_reason = 'rejected'
termination_reason_details = 'server_error'

 

[fxbastler]

When I turned on Verbose logging the first CDR entry says:

termination_reason = 'dst_participant_terminated'
termination_reason_details = 'no_route'

The error message says it: there is no outgoing rule for such calls from system extensions.

 

[leejor]

Do you have access to the 3CX Activity Log? If so, that that, set to Verbose, will show more details about the call failing.
Did both of these errors begin after you added the number to the Ring My Mobile field? Do you get the same error if you call the extension with this number added, directly?

If so, then be certain that your outbound rules are not restricting the number that you added. That is in the same format, as if the extension dialed it.

 

[leejor]

Do you have restrictions in your outbound rules limiting which extensions can use them?
If so, You could create a new rule, with a different prefix for outbound calls, but no extension restrictions.
Use , then strip this prefix, in the rules.

 

[benman431]

Do you have restrictions in your outbound rules limiting which extensions can use them?
If so, You could create a new rule, with a different prefix for outbound calls, but no extension restrictions.
Use , then strip this prefix, in the rules.

There are no special rules limiting extensions. Only rules are:

- Any Prefix, 3 Length, Any Extension -- 911 Calls
- Any Prefix, 7-11 Length, Any Extension -- Local Calls
- Any Prefix, 3-12 Length, Any Extension -- Catch All

I even added a test one at the very top for any on all except for the extension of the number, still did gave the error.


After I added the "call my mobile" the direct user/extension stopped ringing. When it was still using only external forward it worked to call the extension, and still did not work in the ring group.

 

[leejor]

If you call the extension directly, does it ring the extension and the mobile number?

Keep in mind that if the mobile number you are ringing is actually a mobile, that has voicemail, it will be answered almost immediately by that voicemail, ending the call, if the mobile is unavailable, or engaged. Again, one of the drawbacks of an external device being part of a ring group.

You are entering the number in the same format that the extension would normally dial it, correct?