Unable to make International Calls from some phones

[daniel.marsh]

This is an odd one I can't figure out yet. We are trying to make international calls however some phones allow it, some come up with "Not Found!"
We're not blocking International calls to my knowledge but where would I look to see the difference between the users as there isn't anything obvious I've found so far

 

[paulodagraca]

Hello,

Outbound rules, is the place to check.

However international is a broad thing, some countrys can be dialed others not?
In this case check the Advanced -> Allowed Country Codes

Also check from where they dial, example fixed phone where they dial 0039 (example)
Or number from smartphone APP phonebook, where there is the number +39 (example)

Paulo

 

[daniel.marsh]

Thank you, I've checked these
We are trying to dial 0033 from the Yealink T54W phones.
This looks like it's user based as one person can log into any phone and dial 0033 whereas most others can't

 

[paulodagraca]

Hi,

Dialing out is not based on the extension settings (appart from block all), it is setup in the outbound rules.

In the outbound rules, you can also ristrict on extension number, or restric on department.

If the outbound rules do not have any restriction to extensions or department groups than the rules aply to all.

Another question, when you say login to any phone, do you mean hot-desk function ?

Paulo

 

[daniel.marsh]

HI,

Yes we have utilised the hot desk function on our phones.
I just find it weird how one user can call 0033 without issue and most others can't. We don't have restrictions on the outbound rules

 

[paulodagraca]

Hello,

can you create a new outbound-rule with
Rule Name "international test"
Calls to numbers starting with prefix "00"
all other fields empty
To route 1 add your trunk
Save

Now move this rule to the top of all other rules, and try to dial out international again.

Paulo

 

[daniel.marsh]

HI
I've just done as you suggested, updated phone config and it hasn't worked, I still can't dial out on 0033

 

[paulodagraca]

Hi daniel.marsh,

The phone config has nothing to do with the dial out, it is all in the outbound rules.
What is the error in this case?
What is in the Event-Log out his?
Can you see the Reports- Call Reports, what is there?

Did you check the Allowed Country Codes:



Paulo

 

[daniel.marsh]

Country code is on the allowed list (its 353 no 33 as I first stated)
Error is still the same "Not Found"
Call Log just states "Not Answered"
Where would I find the event log?
Kind regards
Daniel

 

[paulodagraca]

Hi,

If the Call Log states that is has not been answered, it has been dialed out (meaning pass through the 3CX, out on trunk)
Please contact you provider to see if there is some block on the trunk you need to enable first for international.

Paulo

 

[daniel.marsh]

Hi,
I reached out to them first and they stated we don't have a block on it.
I still find it weird how one user can call the number but everyone else can't
Kind regards

 

[Alphabetic]

Have you restricted your outbound rule to extension(s) or groups?

send a screenshot of your outbound rule.

 

[paulodagraca]

Hi,

Let get this all togehter:

This can not be the phone, as the change of person (hotdesk), will enable it.
Also you can see the call try to go out, so the phone is fine.
The extention can dial out, again you can see the call try to go out, so it must be good.
You have mentioned that the outbound rule do not filter on extension or department, so we can also rule rule this out as well.
The Country has been enabled in the Allowed Country Codes, so not the problem.

The only thing that can be differend on the extensions can be the Outbound Caller ID on the extension.
This Outbound Caller ID will also be send to the SIP Trunk, can this be a problem??

Can you check if the Outbound Caller ID are the same or differend on the extensions?

Paulo

EDIT: correcting -> Outbound Caller ID

 

[daniel.marsh]

 

[Alphabetic]

Your first screenshot is v20 and the latter is v18 so what're you doing?

 

[daniel.marsh]

@Alphabetic
I have V18, Paolo is on V20

 

[daniel.marsh]

Hi,

Let get this all togehter:

This can not be the phone, as the change of person (hotdesk), will enable it.
Also you can see the call try to go out, so the phone is fine.
The extention can dial out, again you can see the call try to go out, so it must be good.
You have mentioned that the outbound rule do not filter on extension or department, so we can also rule rule this out as well.
The Country has been enabled in the Allowed Country Codes, so not the problem.

The only thing that can be differend on the extensions can be the Outbound Caller ID on the extension.
This Outbound Caller ID will also be send to the SIP Trunk, can this be a problem??

Can you check if the Outbound Caller ID are the same or differend on the extensions?

Paulo

EDIT: correcting -> Outbound Caller ID

HI Paolo

Thank you that has nailed it. Some of the Outbound Caller ID's (including the faulty ones) had 44 at the beginning and the ones that work didn't
Thank you for all your help (and patience)
Kind regards