Unable to forward ring group to external number

[Lusk]

Hi All,

I have previously posted about this but I am hoping that I can get this sorted now, with your assistance.


An inbound call is directed to a ring group and if I set the "destination if no answer" to an external number, once the ring time has been exceeded, the call does not forward to an outside number, the call is dropped.

I've taken a look

at this video but I can not work it out.

My current workaround is that I send the call to an internal extension which then forwards to an external number if not answered within 1 second. I do not really like this solution and would love to get the ring group forwarding to work.

 

[TBWD]

Make sure the number is formatted correctly IE in the us use the 10 , 11 or 12 digit number as per your trunk provider sample +18135551212, 18135551212 or 8135551212 if you have it like 813-555-1212 it just wont work

 

[craigreilly]

... and the outbound rules can not be restricted by extension.

 

[Lusk]

Make sure the number is formatted correctly IE in the us use the 10 , 11 or 12 digit number as per your trunk provider sample +18135551212, 18135551212 or 8135551212 if you have it like 813-555-1212 it just wont work

Where am I putting this, please? I am in the UK.

 

[Lusk]

... and the outbound rules can not be restricted by extension.

Do I need to set up an outbound rule for the ring group?

 

[craigreilly]

if your rules are restricting calls to a specific extension or group it will not work as far as I know. try making a less restrictive rule at the top of outbound rules to test.

 

[Lusk]

if your rules are restricting calls to a specific extension or group it will not work as far as I know. try making a less restrictive rule at the top of outbound rules to test.

Thanks. What I am not clear on is what I need to put into the rule as you can not enter a ring group anywhere in the outbound rule profile.

 

[TBWD]

In the Destination if no answer, put in the properly formatted number like +447911123456, make sure it is formatted as per your trunk provider

 

[Lusk]

In the Destination if no answer, put in the properly formatted number like +447911123456, make sure it is formatted as per your trunk provider

Thanks. I have done that and it says "no answer, call will be ended"

 

[Lusk]

Just checked the logs and it says:

03/09/2020 23:28:12 - [Flow] Target endpoint for +441XXXXXXXXX can not be built!

 

[TBWD]

Are you putting in your number or +447911123456? This number +447911123456 was only a Sample.

 

[Lusk]

Are you putting in your number or +447911123456? This number +447911123456 was only a Sample.

Thanks so much for your help here but the penny has now finally dropped and here is the solution.


1. In the ring group extension, if you wanted to forward the call to 01525 444888 you would enter that number like this: 88 01525 444888. The first two digits can be any number and presumably any length;

2. Go to outbound rules;

3. In "Calls to numbers starting with prefix" you enter the 88

4. You then strip two digits.

The call is then made.

I am so happy right now I can now do away with those dummy extensions.

 

[Lusk]

I was happy, but there is an issue!

One of the trunks works, but another one does not. When I speak with the trunk provider, they are telling me that they can not see any outbound request from 3CX for the diverted element of the call even though the phone is ringing.

 

[JohnS_3CX]

@Lusk in the video you posted go to minute 6:02 until 6:50 where the solution to your question is being described



You have your main rules on top, then one blocker that stops extensions from making calls.

Just below the blocker you add a single rule that is not restricted by anything but the prefix or length

 

[Lusk]

@Lusk in the video you posted go to minute 6:02 until 6:50 where the solution to your question is being described

View attachment 17911

You have your main rules on top, then one blocker that stops extensions from making calls.

Just below the blocker you add a single rule that is not restricted by anything but the prefix or length

Thanks for this and I can confirm that I have checked everything (bar the most obvious presumably!) and I am still having the same issue. I have also now inserted the blocker rule.

The first trunk gets routed to group 800 and the second trunk gets routed to trunk 2.

When I make a call into trunk one, the call gets diverted exactly as expected. When I call trunk 2, the call rings and the extensions stop ringing and the inbound call keeps ringing; it does not, however, divert the call. If I re-order the outbound rules so you have trunk 2 rule above trunk one rule, the same issue occurs.

 

[leejor]

Have you checked the 3CX Activity Log, to see how 3CX is handling the call, where it is routing?

 

[Lusk]

Have you checked the 3CX Activity Log, to see how 3CX is handling the call, where it is routing?

Hi there and thanks for the reply. The answer is yes I have, but I am not 100% sure how to decipher or what I should be looking at.

The one thing which I am seeing is a mention to a conference room - 700@sip

 

[Lusk]

Another update:

Trunk one which diverts correctly: an incoming call comes in, after ten seconds it diverts, and then you can hear the phone which it is diverted to starts ringing. After a short while the endpoint phone stops ringing but the caller's phone still caries on ringing before eventually cutting off. The endpoint phone has an answerphone (non 3CX or voip) and this doesn't answer. In other words, it seems like something is cutting off too early.

 

[leejor]

Without looking at the Activity Log, it is only going to be a guess (and not a good one), as to what is happening to the calls.

 

[Lusk]

Hi All,

Here is the problem and the solution.

1. First of all, I am using a non-supported SIP provider.
2. This provider has voicemail functionality which although turned off, was set to a value of ten seconds.
3. When a call came into 3CX, even though it was forwarded by using the extension profile as opposed to the ring group forward, if the call wasn't answered within ten seconds, the SIP provider would terminate this call and not forward it.
4. I did not have the correct outbound rules enabled.

To rectify:

5. Change the voicemail for the SIP provider from 10 seconds to a maximum of 55 seconds.
6. In the ring group forwarding section at the bottom of the page, I've now entered a random set of characters before the phone number. So if the forwarding number commenced with 01234, I now have this set as ##1101234.
7. And for the other SIP trunk, I have the forwarding number set to ##1201234.
8. Moving onto the outbound rules, you must create a rule whereby it does not have any extension numbers in there. in the calls to number starting section, I've added ##11 and then on the make outbound calls on section, I have then stripped these four characters.
9. Another rule has been created for the other trunk.

So far so good and all seems to currently be working OK.