Solved Unable to forward calls to some external numbers - 603 error

[RESOLVE-EH]

Hello!

I've setup a phone system for a client which includes a digital receptionist at the start. 3 options are to be routed to external phone numbers. I've setup extensions for each of these and configured the call forwarding rules for those extensions on all statuses to forward to an external number. When I've gone to test it however, it gives an error saying the call can't connect. Checking the logs, it says the calls were declined under the 603 error.

All of the numbers required to forward to failed when forwarding. I tried it on different extensions and had the same error. It also failed when using my mobile number as the target. When I substituted my own company's number however (which is hosted on 3CX), it transferred fine and worked as I expected it to. I figured that the extensions therefore must be configured fine and I was wondering if it's simply the case of the recipient's provider rejecting the calls.

Could anyone possibly suggest what may be causing this? I currently don't have any details of the phone providers for the numbers I'm trying to forward to unfortunately. I can provide screenshots/further details if necessary.

Thank you.

 

[Charles_3CX]

Hi,RESOLVE-EH

What error do you see under the event log of the 3cx system when this issue occurs?

 

[RESOLVE-EH]

Hi @Charles_3CX ,

Here's a screenshot.

I tried looking it up but I just hit dead ends.

 

[Charles_3CX]

The delayed message is form your VoIp provider, as you can see in your screenshot showing the IP address and name of the provider. So as a first step, you can contact them and ask them why this is.

 

[RESOLVE-EH]

Just as an update, I spoke to my VOIP provider and the issue has been resolved. I'd made a mistake on the caller outbound ID on the trunk configuration and it was incorrect. Lesson learned

 

[Charles_3CX]

I am glad that this is now resolved for you.