Buys message on external calls

[Alberto86]

Hi, I've this particular behaviour on my 3cx.
If I make an internal call on a busy extension (with Voicemail disabled), the caller can ear a voice message that tells "the current person is not available", or something like that, and then the call ends.
If I forward an external call to a busy extension (also with an IVR or Direct inbound route), the caller can ear only three busy tones and then the call ends.
How can I reproduce the voice message on busy extension also with external calls?

Thanks.

Best regards.

 

[ChrisC_3CX]

Are you perhaps referring to the message that says "Voicemail disabled for this extension"? If yes, bear in mind that you'll only hear this if the call is routed to voicemail of an extension that has voicemail disabled.

Check that routing of external calls also routes to voicemail. Go to "Users/Extensions >> Edit >> Forwarding Rules" and check the routing for external calls:

 

[Alberto86]

Hi Chris, thanks for answer, but the voicemail is disabled and I have the same forwarding configuration for internal and external calls:


The voice message il like "the person is not availble"

 

[ChrisC_3CX]

If the forwarding is set to "End Call" and you have the following setting enabled:

"3CX Management Console >> Settings >> General >> Play Busy prompt when extension is busy"

What you should hear is:

"End destination cannot be reached - Contact administrator"

Is this the voice message you hear? If not, can you please provide the exact wording?

 

[Alberto86]

Hi Chris the option is enabled.
The prompt it's in italian, but the translation it's like this "the number you try to reach is busy, please try again later"
I've done several tries and I can tell you the prompt isn't played if the call arrives to digital receptionist. In this case, if the busy estension is routed by a selection of the digital receptionist or il the extension il directly dilaed during the Digital receptionist welcome prompt.
If the call is directly routed to the extension by an inbound rule the "busy prompt" is correctly played.

 

[ChrisC_3CX]

Okay, now that the situation is clear and have confirmed that what you are using is the "Play Busy prompt" option, I can confirm that this behavior is expected in this case.

When the call goes through an IVR, the caller will not hear the message due to how the IVR Service works internally. I'm afraid there's nothing that can be done to change this behavior.