Solved Second trunk being overruled by first trunk routing

[RTec]

I set up two trunks in my 3CX. Each trunk is set to a different department. Each trunk is assigned to a separate call flow.
Trunk 1 is set to rout to Main Company queue and play the main greeting.
Trunk 2 is set to route to Sister Company ring group and play the secondary greeting.
For some reason, when Trunk 2 is called, it follows the call routing of Trunk 1.

 

[leejor]

If your version of 3CX allows access to the 3CX Activity Log (set to Verbose), then it will show why the calls route the way they do.

 

[RTec]

I forgot to include: I'm using 3CX V20 and Call Centric is my SIP provider.
I turned on verbose logging but I'm not sure what I'm looking for specifically. It shows the call was routed directly to GR0000 which is where Trunk 1 is assigned. Trunk 2 is assigned to GR0001. I'm not sure how to find out why it's routing to GR0000 when its DID is assigned to GR0001.

 

[leejor]

If you are using DIDs for the routing, then it might be that the DID numbers being sent do not match your rules exactly. That being the case, then the calls will follow the default routing for the trunk.
Confirm the DID number you receive (Activity Log), and match it in your rules, or, perhaps, use a leading * (wildcard) to replace the first few digits, in your DID rules. Calls will then route based on the remaining digits.

 

[RTec]

The number is confirmed.
According to the activity log, the call is ignoring the Auth ID associated with Trunk 2 and only using the Auth ID associated with Trunk 1.

 

[YiannisH_3CX]

How did you assign the trunks to the Groups? Did you assign a DID to each Group or did you use the trunks default route?
Also are these 2 completely unrelated Callcentric accounts or is 1 a subaccount of the other?

 

[RTec]

It's one Callcentric account with two numbers.
The main number for each trunk was assigned to the corresponding group. Trunk 2 only has a main number, no DIDs listed in 3CX.

 

[YiannisH_3CX]

Please doublecheck your configuration as you should not have issues with this. As long as there are 2 separate registrations the calls should be routed to the correct trunk unless you have assigned the number to the wrong trunk in the Callcentric portal.
The PBX routes the calls based on the rInstance parameter in the case of Callcentric so if the call comes from the correct trunk it should route correctly.
If you are unable to find the issue then I would recommend creating a support ticket so we can further look into this.

 

[RTec]

I've triple checked my configuration and I've had another tech check my configuration as well. Neither of us could find an issue.

I tried creating a support ticket with 3CX but was told I couldn't get support for my reseller account because 3CX doesn't provide support for non commercial accounts. Even though I'm using my reseller account to test the setup for a potential new customer.

 

[RTec]

I contacted Callcentric and they resolved the issue. All numbers in a Callcentric account are automatically set to forward to the main number. If you want to make a a different number route to different SIP trunk, you need to go to call forwarding in Callcentric and set the number to forward to the extension associated with the SIP AUTH ID.

 

[YiannisH_3CX]

Glad to see you were able to resolve the issue.