How to configure outgoing call routes

Question or Case description

To make outbound (external) calls through your PBX system, you need to configure outgoing call rules. These rules define which calls should go out (for example, calls to 10-digit numbers) and which trunk (connection to the outside phone network) should be used.

Each rule can have one or more routes. A route tells the system which trunk to use for the outgoing call. You can also adjust the number before sending it out (for example, by removing or adding digits). If the first route fails, backup routes can be used automatically.

This manual explains how to set up outgoing call rules and attach one or more routes to them.

Solution / Resolution / How To

Describe how to fix it, how to validate an observation or describe how to configure a specific case. Only use one title, solution, resolution or How-to

Go to System > Devices in the CoCoS interface.
Select the PBX device you want to configure.
Open the section called Call rules outgoing.
Click on New rule to create a rule for outgoing calls. Fill in the required fields, such as the number pattern (e.g. match numbers with 10 digits).
Click Save. A new option will now appear: Make outgoing calls using one of the following routes. Click New route to add a trunk route to your rule. Select the trunk to use and configure any optional digit changes (strip/append digits if needed). Click Save or Save and close to apply the route.
(Optional) Add one or more backup routes. These will be used if the main route fails.

Tips

Routes are tried in the order they appear. If one route fails, the next one is used.
Keep your matching rules specific to avoid sending calls to the wrong trunk.

How to Identify and Fix Problematic Call Rules

In the Outgoing Call Rules overview, you may sometimes see warnings or errors next to certain rules. These indicate that a rule isn't working properly and will be skipped when trying to place an outgoing call.

These issues are clearly marked using icons and colors:

Warning (⚠️) – Something is missing, but the rule might still work under certain conditions.
Error (🚫) – The rule is not usable and will be completely skipped.

Note: When a rule has an error icon (🚫), it will be ignored entirely by the system when trying to place a call.

Below are the most common warning and error types, how to recognize them, and how to resolve them.

1. No outbound routes

Description: The rule does not have any routes configured. Without routes, the system doesn't know how to send the call out.

How to fix: Edit the rule and add at least one valid outbound route.

2. Outbound route(s) in error

Description: One or more routes use a trunk that is unavailable or has an error.

How to fix: Check the status of the trunk(s) and fix any connection issues. You can also assign another working trunk to the route.

3. Invalid source device

Description: The device listed under "Coming from" is turned off or currently in an error state.

How to fix: Make sure the source device is online and functioning correctly.

Test & Validate

After fixing any of the above issues:

Refresh the Outgoing Call Rules list.
Verify that the icons and color warnings are gone.
Place a test call to confirm the rule works correctly.

Revision #5
Created 29 September 2025 12:06:24 by Rick
Updated 21 April 2026 11:56:13 by André