Allow customer to call internal extension

[mohamed hamed]

Hi,
I want to allow customer when call our hotline to enter Extension number for any employee , not only (0-9) that was configured in Digital receptionist.
example , when i call hotline i can type 123,300,302 etc... to reach that user.
is it supported in 3CX?

 

[craigreilly]

by default this is enabled.
Dial into an IVR - and enter the extension.

 

[mohamed hamed]

when i type extension it's repeat the IVR

 

[leejor]

What type of trunking are you using? Have you had any IVR (DTMF) issues in the past? To check to see if DTMF tones are getting through, call an extension from an outside line, then press the number buttons....do you hear tones?

 

[mohamed hamed]

yeastar TE100 and GOIP ,please check my IVR setting.

i haven't knowledge about DTMF.

 

[leejor]

Does dialling "1" work, taking the caller to the call centre queue? If so, then DTMF is getting through. The caller should be able to dial an extension number directly.

 

[mohamed hamed]

yes when i type 1 i can reach call center queue but when i type any other extension do nothing

 

[craigreilly]

make sure under Settings -> Parameter that
IVRDONOTCALL
is empty.

and
IVR_DIRECT_DIALING_GRAMMAR
is [0-9][x] where x is the length of your extensions.

 

[leejor]

Is the 3CX Activity Log of any help when you try dialling an extension number? Any error message as to why the call does not complete?

 

[mohamed hamed]

make sure under Settings -> Parameter that
IVRDONOTCALL
is empty.

and
IVR_DIRECT_DIALING_GRAMMAR
is [0-9][x] where x is the length of your extensions.

this settings is good,there are any port should i open for this service in my firewall?

 

[mohamed hamed]

Is the 3CX Activity Log of any help when you try dialling an extension number? Any error message as to why the call does not complete?

Leg L:13295.3[VMail:999] is terminated: Cause: BYE from 127.0.0.1:5483

 

[leejor]

The above log would appear to be a call , going to voicemail, that is then terminated, for some reason. Can you post a log for a complete call (attempt to dial an extension),start to finish.

 

[YiannisH_3CX]

Try calling the IVR extension from a local extension. Then try to dial another extension through the IVR and see if that works. If that works then it could suggest that you have an issue with DTMF tones coming from your provider.

 

[mohamed hamed]

Try calling the IVR extension from a local extension. Then try to dial another extension through the IVR and see if that works. If that works then it could suggest that you have an issue with DTMF tones coming from your provider.

i calling 801 (IVR number) from my extension 220 then type 000 (local extension number) and it's working.
i calling our hotline then from IVR i type 000 local extension number that in the same network with 3CX and now it's working.
the issue now is if the (local extension number ) is connected over internet i can't reach him from hotline IVR .

 

[leejor]

i calling our hotline then from IVR i type 000 local extension number that in the same network with 3CX and now it's working.
the issue now is if the (local extension number ) is connected over internet i can't reach him from hotline IVR .

Could you clarify the difference in routing between these two scenarios. Are you saying that only calls, from outside, coming in over your providers trunks are not working.

 

[mohamed hamed]

not that, i want to call internal extension over IVR when he registered over wan (outside network) ,it's working only when he registered over wifi in the same network with 3cx (they use 3cx app)

 

[leejor]

Ah... Where the extension is located (where it is registered) should make no difference, internal or external, unless there is some other network issue going on. Can you dial the extension directly no mater where it is registered? If not, then you need to investigate why the extension is not reachable when registered outside the network.

Is it just one at location, or anywhere outside the network. Does the 3CX Firewall Checker pass all? Is it using STUN? How was it provisioned? Is it just this one extension, or have you tried others?

 

[mohamed hamed]

yes i can call him directly anywhere ,the issue is only when i try to reach him from IVR and he uses internet outside my network.
firewall check has some testing failed.

 

[leejor]

You will need to review your firewall/router forwarding/settings to resolve the firewall checker issues. Those may, or may not, be having an affect, in this case, but could later on. If you can call an extension directly, but the IVR cannot, then you need to look over the 3CX Activity Log comparing both calls. If a set is registered (correctly) and you can dial that set directly, then the IVR should also be able to reach that same set. Could there be some call forwarding involved in one of the calls? Compare the logs, be certain that the call is going directly to the extension, in both cases, and make note of the error message when the call fails.

 

[mohamed hamed]

You will need to review your firewall/router forwarding/settings to resolve the firewall checker issues. Those may, or may not, be having an affect, in this case, but could later on. If you can call an extension directly, but the IVR cannot, then you need to look over the 3CX Activity Log comparing both calls. If a set is registered (correctly) and you can dial that set directly, then the IVR should also be able to reach that same set. Could there be some call forwarding involved in one of the calls? Compare the logs, be certain that the call is going directly to the extension, in both cases, and make note of the error message when the call fails.

thank you ,it's working after disable SIP ALG in my sophos firewall but it's working with IVR in working hours only ,can i use it in outside office hours?