Solved Trunk Default Route / Call Handling Issue - calls not behaving as expected

[nell]

Have an issue with regards to call handling and the trunk "Default Route". Setup as below:

- Running Version 20.0 Update 2 (Build 688 Alpha).
- Configured trunk's default route to "End Call".
- Assigned main number to IVR extension. (ignores office hours)
- Assigned DDI to Ring Group. (office closed then route to Voicemail for ext)

As I understand it, the "Default Route" configured in the trunk is "the destination calls will be routed to for DIDs not assigned to an (system) extension. So as soon as you assign the main number to for example your main IVR, then the default route will be ignored for that main trunk number. The same for a DID assigned to an extension. In effect the default route is the destination for any unassigned DIDs."

I have assigned the main number and a DDI to an extension but the routing is not working for either. Calls to these numbers appear to be ending. My logging is currently set to "Medium" and output is as below ("#" replaces number for privacy):

22/06/2024 08:22:08.430 C:6 Failed to build divert target EndCall.DisabledByFwdRule; fail reason = NotAvailable
22/06/2024 08:22:08.409 C:6: calling from L:6.1[Line:10000<<44#########{4f91ee7bf322}] to Route:ROUTER@{10000}10000{f5130358a450}
22/06/2024 08:22:08.409 C:6 + Call started +

If I set the default route on the trunk to either the ring group or IVR then it works as expected.

Any ideas?

N

 

[OlegR_3CX]

Hi there.
Indeed, default route will be destination if no DID is assigned. You can verify your rules and routing if you click on Inbound rules report :



In case you have DID assign to the destination, and it is not matching the rule, you will need to check the format of the number provider send in TO Sip field, when invite comes to the 3CX System, so the number must match, else the rule will not work there for you.

 

[nell]

Hi there.
Indeed, default route will be destination if no DID is assigned. You can verify your rules and routing if you click on Inbound rules report :

View attachment 42144

In case you have DID assign to the destination, and it is not matching the rule, you will need to check the format of the number provider send in TO Sip field, when invite comes to the 3CX System, so the number must match, else the rule will not work there for you.

Many thanks @OlegR_3CX !

The format was the issue. Trunk configured with "+44204....", was sending "44204..." hence the mismatch. Working now.

Thanks again.

N

 

[OlegR_3CX]

Perfect, glad to hear it's resolved now, and thank you for the feedback provided.
Have a nice weekend