Some inbound Calls will not forward but Others will

Discussion in '3CX Phone System - General' started by daleclock, Jan 16, 2016.

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  1. daleclock

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    I am a funeral home business owner who recently installed a 3cx system. I am unhappy with our installer who can't seem to solve this issue and I am trying to fix it on my own. I have a ring group that is supposed to forward calls to an answering service (out of state/outside line) when there is no answer after 14 seconds. Most calls are properly forwarded, typically ones from area codes the same as out main lines. But other calls, typically cell phone calls from area codes other than the main line, do not forward and end up going to somewhere else and the caller gets a "this number is not in service" message. I makes no sense. and I can't find where in the system to make any changes or start over from.
     
  2. leejor

    leejor Well-Known Member

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    Exactly how are you doing the forwarding? Is an unanswered ring group call sent to an extension, that is then forwarded?

    Did you have a look at the 3CX Server Logs, right after, both a working call, and a failed call, to compare? The failed call log should show where the call is ending up. It may have something to do with outbound rules, or trunk "availability".
     
  3. daleclock

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    It is supposed to be forwarding to an outside line. But I will try and get the system to work with one cellphone and then use a cell phone that doesn't seem to work and check the logs after that.
     
  4. leejor

    leejor Well-Known Member

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    In the ring group, under destination if not answered, is is simply forwarded to an outside number? Are you using a VoIP provider, or a PSTN gateway? The logs should show why the call isn't going out, but it may have something to do with your provider not liking the Caller ID number that is trying to be passed on. The log would show the call being rejected by your VoIP provider. CID would really be the only difference between one incoming call, and another.
     
  5. lneblett

    lneblett Well-Known Member

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    Another possibility is that without knowing which edition of 3CX you have, I assume it possible that you may be running up against a simultaneous call limitation in that the forward, which then counts as a second call, may be putting you over your system's license limit and/or a PSTN gateway limitation.

    However, this would not just impact out of area calls, but all.
     
  6. daleclock

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    In answer to your questions. We are using a voip provider not a pstn gateway.

    I tested the system this morning and got it to fail with one cell phone and work with another cell phone. I have copies of the logs and studied them. When the call is successful it it says this (the logs read from bottom to top)

    18-Jan-2016 08:18:31.390 L:412.1[Line:10000<<1231#######] forwards call from RingAll:800 to Out#:>>Rule{Long Distance}>>844####### based on rule
    18-Jan-2016 08:18:31.389 Call(C:412): from Line:10000<<1231#######: Office hours override is active, now it is set to IN office hours
    18-Jan-2016 08:18:31.389 L:412.1[Line:10000<<1231#######] failed to reach RingAll:800, reason No Answer

    When the call fails is says this

    18-Jan-2016 08:17:40.914 Leg L:411.1[Line:10000<<1616#######] is terminated: Cause: BYE from PBX
    18-Jan-2016 08:17:40.863 [CM503020]: Call(C:411): Normal call termination. Call originator: Line:10000<<1616####### Reason: No answer
    18-Jan-2016 08:17:40.863 [Flow] Target endpoint for 844####### can not be built!
    18-Jan-2016 08:17:40.863 Call(C:411): from Line:10000<<1616#######: Office hours override is active, now it is set to IN office hours
    18-Jan-2016 08:17:40.863 L:411.1[Line:10000<<1616#######] failed to reach RingAll:800, reason No Answer
    18-Jan-2016 08:17:32.809 Currently active calls - 1: [411]

    It seems it is the "target endpoint for "#########" can not be built " is the key to the problem. And why it works for some numbers and not for others makes no sense to me.

    Our main branch has a 231 area code but one of our branches has a 616 area code. It does not matter whether the the failing call is to the main (231) branch or the other (616) branch it still fails to forward correctly.
     
  7. lneblett

    lneblett Well-Known Member

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    You are correct in that the system is failing by not being able to route the call out to the 844XXXXXX, but the question is why not?

    As the same ring group (800) is used, the forwarding rule should work the same regardless of what number called in.

    How many calls does the system support? How many calls is the provider set to support? Struggling with it given that it only showed the one call in progress.

    You might get some more detail by turning on verbose logging and repeating the test.
     
  8. leejor

    leejor Well-Known Member

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    it's odd that you don't see this log...



    Just before the

    In the failed call log.
     
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