Routing inbound call directly to user

[Monarch]

I am looking for some help routing incoming calls directly to my fax machine. I am using the Free 3CX cloud hosting. I am using Callcentric for my VOIP service and they will only provide one outbound number but I can have multiple inbound numbers. On my "main" number I am using the Digital Receptionist. I have all my users setup, and everything works great. I bought IP phones for all the users and they are working great. I still need to use a fax machine so I bought a Grandstream HT802 ATA to connect my fax machine to 3CX. I created a user called fax line, and connected the ATA, so I know it is working with the system.

Through Callcentric, I ordered a second DID number and added it to the trunk. Here is my problem, the second number which i want to use to receive faxes is being directed to the digital receptionist. Is there a way I can have the second number be directed straight to the fax user? I have created a ring group and assigned it to the fax user, but it is still going to the receptionist. I think my problem is the Default route on the sip trunk is the digital receptionist, but I don't know what to select so the DID numbers go to the right users...

 

[paulodagraca]

Hello Monarch,

You need to add the number for the fax, as DID to the trunk.
Once the nummber has been add, you can go to the user account of the fax, and add the DID for the fax.
Now this has been setup, it should work.

Where can it fail?
Well the number that you add as DID must need to macht EXACTLY to what you receive from the provider.
This can be in any format... you can check logs or website of provider, but is MUST mach, else the default route will be executed.
The format can be +1234567890 or 123456789 or 234567890 or 456789, I do not know, but try to mach and it will work.

Paulo

 

[Monarch]

I think my main problem is the "default route" on the sip trunk. On the SIP Trunk configuration page, under the "DID numbers" tab it shows both the DID numbers to the trunk and assigned the main number to the Digital Receptionist and the second line assigned to the fax user. On the "General" tab I have to have a "Default Route" selected, current I have the "Default route" as the Digital Receptionist, which is picking up both numbers. As a test, I changed the default route to a random user then called both lines and both times it went the the user, not the Digital Receptionist. So that tells me that the default route is being used... Under the Default Route, my opinions are: end call, user, voicemail box, ring group, digital receptionist, queue, department, call processing script. So I don't know what to select, so that the default route is not used.

 

[paulodagraca]

Hello @Monarch ,

It can ONLY be the numbers you receive from the provider, that Do NOT match with what you have add as DID.

Again it MUST match EXACTLY for it to work.
For now the DID you have setup does not match, and default route will be the fallback for all the numbers.

Paulo

 

[RoryJ]

Once you've added the DIDs to the SIP trunk are you assigning them at the endpoints (users, queues, ring groups etc.)?

Edit: Sorry, saw from your second post it looks like you've checked that. I agree with Paulo, either the number of digits or the format your provider is sending aren't matching what the 3CX expects to recieve.