Unable to forward to external number from IVR and (TPG Bizphone SIP Trunk in AU)

[OrloOneGM]

Hi All,

I am having issues since the update to V20 where I am unable to forward calls from an IVR. This was working in V18 with a dummy extension and the call forwarding rules configured but no longer works with V20. I have tested with Aatrox and this is working but not with TPG.

I believe it is due v20 to no having the same level of outbound parameters as V18. Has anyone been able to configure TPG Bizphone SIP Trunk to work with forwarding in this way? I get that it is not a supported SIP Trunk, but it used to work.

Currently using
Version 20.0 Update 2 (Build 715 Release)
Professional Annual
Hosted in AWS Lightsail

Thanks for any assistance.

 

[Rick-Arcus-IT]

What does your sip trunk provider say? Do they see the call coming in? Maybe they expect the number to be a different format that 3CX provides them?

 

[OrloOneGM]

Hi,

Trunk provider says that they see the call connecting, but I am getting a recorded carrier announcement. I am not sure if this is my carrier or the external number carrier.

They also responded with the following:

You will need to include a diversion header​

for the invite on the outbound leg of the call when doing a call diversion.​

​

So outbound call invite will look like this​

from field ( original calling parfty ID)​

TO Field ( Number that call is being diverted TO)​

Diversion Header ( Number that is built on your sip trunk)​

I am not sure how I can add a diversion header with 3CX.

 

[leejor]

Trunk provider says that they see the call connecting, but I am getting a recorded carrier announcement. I am not sure if this is my carrier or the external number carrier.

That statement is not all that helpful, as it doesn't tell you if both the dialed number, and the caller ID, are considered valid by your provider..
If they are not, then the call won't go through.
If you have access to the 3CX Activity Log (Verbose), you can confirm exactly what you are sending.

 

[MarkLacey]

Hi All,

I am having issues since the update to V20 where I am unable to forward calls from an IVR. This was working in V18 with a dummy extension and the call forwarding rules configured but no longer works with V20. I have tested with Aatrox and this is working but not with TPG.

I believe it is due v20 to no having the same level of outbound parameters as V18. Has anyone been able to configure TPG Bizphone SIP Trunk to work with forwarding in this way? I get that it is not a supported SIP Trunk, but it used to work.

Currently using
Version 20.0 Update 2 (Build 715 Release)
Professional Annual
Hosted in AWS Lightsail

Thanks for any assistance.

We are having the exact same issue with AAPT as the carrier.. have you made any progress?

At this stage we believe our provider template needs adjustments, but when reviewing the V18 export and the current we have been unable to isolate the issue.

 

[OrloOneGM]

We are having the exact same issue with AAPT as the carrier.. have you made any progress?

At this stage we believe our provider template needs adjustments, but when reviewing the V18 export and the current we have been unable to isolate the issue.

No movement as yet. I was looking at the difference between Aatrox and the migrated generic from TPG.

the only thing I really see different in the Aatrox provider template is this:
<field name="ParameterOut" custom="" parameter="P-AssertedIdentityUserPart">$EnforcedOutboundCallerId</field>
<field name="ParameterOut" custom="" parameter="P-AssertedIdentityHostPart">$GWHostPort</field>
I'm not sure I should be adding this to the generic template and import it.

 

[MarkLacey]

No movement as yet. I was looking at the difference between Aatrox and the migrated generic from TPG.

the only thing I really see different in the Aatrox provider template is this:
<field name="ParameterOut" custom="" parameter="P-AssertedIdentityUserPart">$EnforcedOutboundCallerId</field>
<field name="ParameterOut" custom="" parameter="P-AssertedIdentityHostPart">$GWHostPort</field>
I'm not sure I should be adding this to the generic template and import it.

After you posted last night we attempted the changes you posted last night and unfortunately we had no success.

We are a little stumped, going to look over the logs now..

 

[MarkLacey]

We did find a work around by setting our extension with a forward on DND and enabled the setting "Use Call Deflection (302)".

After this the forwards worked.. we will continue to investigate to try to find the actual fix.

We will keep tabs on this post too

 

[OrloOneGM]

I have one of our senior engineers discover that an IP registered SIP trunk from TPG has worked for one of our other clients. We are looking to see if we can change our over-the-top username registered SIP trunk to an OTT IP registered SIP Trunk.

 

[netech]

The problem with TPG is that the diversion field must contain the same details as the invite header. That is [email protected]. But in the 3CX diversion field it populates with [email protected]. Hence the rejection with a carrier message of "We're sorry your call could not be completed at this time. Please hang up and try your call later."
any ideas?

 

[OrloOneGM]

The problem with TPG is that the diversion field must contain the same details as the invite header. That is [email protected]. But in the 3CX diversion field it populates with [email protected]. Hence the rejection with a carrier message of "We're sorry your call could not be completed at this time. Please hang up and try your call later."
any ideas?

Yes, this was what essentially what the TPG engineer said needed to change, but I have no idea how to I can change this in 3CX. We are looking to move to a supported trunk and have asked our account manager to push TPG for 3CX support. The weird thing is it worked fine in v18.

 

[egrosso73]

I had this same issue, with TPG Bizphone. I have it working now, and the fix was simply unticking the 'Include diversion header support' under options tab of the SIP trunk.
Hopefully that will work for others too!