Forwarding Calls via a dummy user with Nextiva SIP trunk fails

[tdaugirdas]

Customer has Nextiva SIP trunk which works fine. Trying to forward after-hour calls to their answering service. Set-up a short code (#101) to access SIP ARS and dial the answering service number. Tested dialing the short code internally - and it works fine.
However, when I set-up a dummy user and forward it uncoditionally to the #101 short code - the dummy user's extension cannot be dialed successfully. I get a busy signal and nothing shows in SSA. If I cancel forwarding and give the dummy a mailbox - calls successfully go straight to that mailbox.

Have tried forwarding the dummy user directly to the answering service number - and I get the same result. Have tried different dummy user extension numbers - same result. Have tried variations on the short code number - same result.

If I can get this to work with a dummy user, then I can set-up a Hunt Group and Night Svc button - but, for now I am at a loss.

Anyone have any ideas what may be going on??

Tom Daugirdas,
STCG, Inc.
stcg.com

 

[Telecomboy]

Create an H323 Extension for the dummy user and it will work.

 

[tdaugirdas]

Tried it with "Create an H323 extension" and using "None" for the dummy user. Did not make any difference. As soon as you set unconditional forwarding "on" to the short code - the dummy extension can no longer be dialed.

I wish there was another way for this customer to forward all incoming calls to their answering service - but I don't know of another way

Tom Daugirdas,
STCG, Inc.
stcg.com

 

[mforrence]

Are outbound calls using the user's SIP credentials? If so, you may need to address for the dummy user.

 

[tdaugirdas]

No - I am not using "User Credentials" (SIP tab) in the User set-up. I just can't figure out why the dummy extension cannot be dialed internally. It makes no sense at all to me.

Tom Daugirdas,
STCG, Inc.
stcg.com

 

[Telecomboy]

Are you using a time profile to send it to the answering service? If so, skip the extension/user and just put the destination for after-hours to the answering service number (including any dial-out code needed).

 

[intrigrant]

I would solve it like this:
In ICR set the huntgroup as default destination and the shortcode as fallback destination.
In the huntgroup do not set a fallback destination for Out Of Service.
Now when you put the group Out Of Service in any way (shortcode, button(preferred), phone menu) calls cannnot be presented to the group and the fallback destination is used instead.