Solved Unintentional Call Routing

[MaxL]

I recently changed the main trunk number on our main trunk line to a new number with a new destination. Since this has happened, the number which used to be the main trunk number has now intermittently been routing calls as though they called the new number. I confirmed in my activity logs they called the correct number but it is getting routed incorrectly. I confirmed the inbound rules have all been updated correctly and the destinations of these calls do not have more than 1 correct DID assigned to them. Has anyone else had this problem of calls routing against what you set in your inbound rules?

 

[VasilisV_3CX]

Hi @MaxL,

Have you tried restarting the services after the change? After restarting services is the call still being routed incorrectly?

 

[MaxL]

That did not resolve the issue. When testing, I called 3 times, and the 3rd time it was routed incorrectly.

 

[MaxL]

I did find a new difference in the activity log when looking at verbose logging.

When it works correctly, there is a +1 in front of the phone number called. When it routes incorrectly, it uses the default trunk number instead since it can't find a rule with that format of number. Would this be a SIP Trunk provider issue or is this something 3CX is doing?

 

[MaxL]

I was able to work with our SIP trunk provider and determined there was a mis-configuration of the Inbound Parameters. We utilize SIP.US as a trunk service and we needed to change our "CalledNum" parameter to "RequestLineURI: User Part" per their registration documentation. Thanks for the help. This issue is solved.

 

[VasilisV_3CX]

Hi @MaxL,

Thanks for the update and letting us know what the fix was, I'm glad that you managed to resolve this. If you require any further assistance or information, feel free to open a new thread!