Solved Transfer External call to Cell

[Bryan Trosen]

I am trying to transfer an external call to another extension that has 'call forwarding to their mobile' enabled. I can call the persons extension and get through to them on their mobile but when I try transfer an external number the call is just dropped.

When an external call is transferred to someone forwarding calls to their mobile the sip header is dropping all of the codecs.

The event log shows an error of 500 No valid codecs: from IP:xxx.xxx.xxx.xxx:5060.

We also have an IVR setup on our main number and when people have 'forward to their mobile' enabled either the ivr loops again or it hangs up on them.

Any ideas?

 

[nub]

can you transfer to any external number?

 

[craigreilly]

Is the provider on the 3cx list of approved? Just trying to rule things out.

 

[Andyshawn]

Are you using SIP Trunks or a gateway?

If SIP Trunks then, do you have multiple SIP Trunks from different provider?

Is the external call that you are trying to forward/transfer coming in on the same trunk as outbound call?

 

[leejor]

Do you restrict the list of "available" Codecs in either your devices, or your trunks?

 

[YiannisH_3CX]

When an external call is transferred to someone forwarding calls to their mobile the sip header is dropping all of the codecs.

Have you verified this using wireshark? Could be that the there are no common codecs between the PBX and the provider? Is the call going out the right trunk?

The event log shows an error of 500 No valid codecs: from IP:xxx.xxx.xxx.xxx:5060.

Is this the PBX IP or the providers?

 

[Bryan Trosen]

Sorry, I was monitoring the wrong email address for responses... and admittedly I am not a strong phone person so I will answer the best that I can.

can you transfer to any external number?
No, it doesn't look like it.
So from my cell I called a DID, picked up the call, tried transfer to another cell number and the call is dropped.

Is the provider on the 3cx list of approved?
They are approved by 3cx.


Are you using SIP Trunks or a gateway?
Sip trunks and only one sip trunk from the one provider.

Is the external call that you are trying to forward/transfer coming in on the same trunk as outbound call?
We just have the one SIP provider. Does that matter?

Do you restrict the list of "available" Codecs in either your devices, or your trunks?
I haven't changed any of the default setting for codecs.

 

[Bryan Trosen]

If it matters, I have my office extension forwarding to my mobile number. If someone calls the DID associated with my extension it forwards to my cell without issues. And this seems to be the case for everyone with a DID.

We just can't transfer calls from one extension to another extension if the extension is forwarding to an external number.

 

[jed]

Hi Bryan
Just a through, try to add the external number in the Outbound Roule, for 3CX to "accept" the external number as a "trusted" number.

 

[Bryan Trosen]

Have you verified this using wireshark? Could be that the there are no common codecs between the PBX and the provider? Is the call going out the right trunk?
Yes, this has been verified. Calls are going out the right trunk... the weird thing is this was working fine when we first moved to the system this past February. Then last week something changed and now it doesn't work.

Is this the PBX IP or the providers?
The providers IP.

 

[YiannisH_3CX]

Is the provider on the 3cx list of approved?
They are approved by 3cx.

Which provider are you using? Perhaps we can try to replicate the issue.

If it matters, I have my office extension forwarding to my mobile number. If someone calls the DID associated with my extension it forwards to my cell without issues. And this seems to be the case for everyone with a DID.

We just can't transfer calls from one extension to another extension if the extension is forwarding to an external number.

So direct forwards work but calls that have been answered from a different extension and forwarded to an extension that has a forwarding to an external number fail. Are you blind transferring the call?

 

[Bryan Trosen]

I am using voxtelesys.

Yes I did a blind transfer and tried from our digital receptionist. External calls are hung up on when an extension is forwarding to their mobile or the digital receptionist just repeats itself.

 

[Bryan Trosen]

The resolution for my issue was to disable the Support Re-Invite and Support Replaces options. The settings are under SIP Trunk > Edit > Options > Advanced.

Thanks YiannisH_3cx for the help!

 

[YiannisH_3CX]

Glad i could assist.