Solved Users DID calls mainline, all other DID's work as expected.

[KrisEiT]

Hi Guys, I've got an odd one with a single user and a single DID, for some reason when anyone calls the DID it causes the main line ring group to trigger, but any other DID allocated to users calls their extensions as expected.

I've tried removing and readding the DID and re-associating it with the user, but so far had no luck working out what is causing this DID to be so special ? any thoughts would be appreciated on what it might be or where else to look in the system for the reason for it.

 

[NikolasA_3CX]

Hi @KrisEiT

This can be caused if the DID is not in the same format as the one the provider is sending when a call is made towards the PBX, causing the PBX to use the default route.
Check if the DIDs are all configured in the same format, and you can also run a packet capture while the issue occurs, and check in the packet capture how the provider is sending the number, and adjust the DID accordingly.

 

[Shadi Bamalhs (ECOLOR)]

Hi Guys, I've got an odd one with a single user and a single DID, for some reason when anyone calls the DID it causes the main line ring group to trigger, but any other DID allocated to users calls their extensions as expected.

I've tried removing and readding the DID and re-associating it with the user, but so far had no luck working out what is causing this DID to be so special ? any thoughts would be appreciated on what it might be or where else to look in the system for the reason for it.

The DID contain how many digit ? if contain 10 digits just try to add * then put the last 7 digit , just give it a try i am sure it will work with you

 

[KrisEiT]

Hi NIkolas, sorry for the delay replying, but I just wanted to confirm your comment was exactly the issue with our customers PBX and the DID, looking at the trace it was clear to see the number was formatted using the international dialing code.

so we were seeing "44 1234 567890" but the number in the PBX was "01234 567890" quick change in 3CX and its working fine.


Thanks for the help getting to the bottom of this issue.