Route not updating

[tactico]

4sc on Premise
I have a very basic system 3 users, and an incoming line that goes to one of them. When he doesnt answer it diverts to his mobile. This has been working fine. Now however, we need to divert it to a different mobile phone number.
I have edited the users mobile and changed every option anywhere I can find for diversion but it insists on going to the original mobile.
In the end I set up another user with a softphone and changed the default route to this new user - but it is still routing to the original user and diversion and the softphone never rings.

The diversion is definately happening in 3cx - I can see the incoming call and it shows in the call history.
I have updated the software to the latest release and also restarted.

 

[bitn2]

There are missing a lot of informations... Version of 3cx incl. build number. Where installed. Trunk. Incoming rules (call routing), Outgoing rules. This stuff would be the starting point to figure out what is the problem.

 

[tactico]

v20 up 8 1109, on premise.
Generic Sip trunk - default route changed to new user but still routing to original user.
Outbound rules - just a default route to strip 9 from prefix (they wanted to dial 9 as thats what they had on their previous system)
two other outbound rules to handle the diversion to the mobile numbers and not strip - outbound ruls all going out the generic sip trunk - and working as the call is going out - just to the original mobile number.

I have now noticed the handset never rings but the status is available. I cant see where this diversion is happening before the route to the user.

 

[bitn2]

Did you assign the did to the original user?

 

[tactico]

in reports, inbound rules there appears to be 1 inbound rule that routes to the original mobile number - but I cant see where to remove this rule. Possibly a left over from the old version that had inbound rules rather than voice & chat?

I have created a new trunk and it diverts correctly. So rather than work out the cause, this will be fine as a fix

 

[tactico]

now I have created a new Trunk (with identical settings) and removed the original trunk all is working and there is nothing showing on the inbound rules report.

 

[bitn2]

now I have created a new Trunk (with identical settings) and removed the original trunk all is working and there is nothing showing on the inbound rules report.

Thats what i thougt could be the problem... Nice you solved it by yourself.

 

[tactico]

thanks. If restarting doesnt fix something - reconfiguring often does.