Some Inbound Calls Ignore Rules

[HFH-Digerati]

I have a client on 16.05.619 Standard Annual with an issue they have with inbound calls from at least two clients in which calls from those specific numbers apparently ignore the inbound rule for the DID and rings at ext 000 which is not an active extension. There is no reason I can see a to why this would be happening, but I can see in the call logs that it goes to 000 rather than the extension for the call group. Anyone have any clue why this would be happening? TIA

 

[Kevin@voxtelesys]

Is extension 000 setup on the trunk as default routing?
Are you able to verify the format your carrier is sending you the calls? If the format is off I believe it will use the trunk routing.

Do you have the number in multiple trunks?

 

[leejor]

Have you set the Activity Log to verbose to check as to why the calls go where they do? DID number matches rule (exactly) for all calls? Is it just calls from certain numbers, or various numbers, at times? If it is only calls from specific numbers, then I would first suspect that there are caller ID based rules in use.

 

[HFH-Digerati]

Thank you Kevin@voxtelesys and leejor. No, no CID rules are in place. I checked that before posted here. The defaults for the primary trunk were to go to the 000 extension both inside and outside normal office hours. l replaced those "Route calls to" options in the trunk with the ring group extensions used in the inbound rules and my guess that will resolve the problem. I've asked the client to contact their customers who they knew were having the "go straight to voicemail" problem and have them call in to test. The DIDs are entered very specifically on the trunk (+12223334444) and my guess is those particular clients are sending something slightly different than how the DIDs are entered and it isn't triggering the inbound rule so the trunk is using the "route calls to" logic in the trunk as Kevin@voxtelesys suggested.

 

[JohnS_3CX]

Thank you Kevin@voxtelesys and leejor. No, no CID rules are in place. I checked that before posted here. The defaults for the primary trunk were to go to the 000 extension both inside and outside normal office hours. l replaced those "Route calls to" options in the trunk with the ring group extensions used in the inbound rules and my guess that will resolve the problem. I've asked the client to contact their customers who they knew were having the "go straight to voicemail" problem and have them call in to test. The DIDs are entered very specifically on the trunk (+12223334444) and my guess is those particular clients are sending something slightly different than how the DIDs are entered and it isn't triggering the inbound rule so the trunk is using the "route calls to" logic in the trunk as Kevin@voxtelesys suggested.

That's a common scenario, you can test it via captures or via Verbose logs.

It is also possible to add your additional DIDs as *3334444 instead of +12223334444 which can help if the issue is confirmed to be as above.

 

[Kevin@voxtelesys]

Create a number as 12223334444 with the a different route set and make a test call, if that doesn't work then try 2223334444. Or just a quick reference to the carrier may help, we support +1, 11 digit, and 10 digit (or custom prefix) on our network but by default we send calls as 10 digit.