"calldisabled_fwrule" prompt not announced by 3CX

[MrMaster]

Hi,

When i set forwarding rules for extension number xyz as below: If i do not answer calls within xx seconds > End call, so in this case when i don't answer to the call within xx seconds 3CX announces "calldisabled_fwrule" prompt for the caller

But in the next situation 3CX doesn't announce the same prompt: sip trunks > digital receptionist 800 > key #2 > connect to extension xyz (the same extension as above) ... end call

What i am doing wrong? Please help me.

 

[Saqqara]

I doubt you are doing anything wrong, totally difference configs.

One is an extension and the other is the IVR. If you want the IVR to have the same setup, create a dummy extension and point the IVR to this dummy extension.

 

[YiannisH_3CX]

Hello @MrMaster

Do you want the prompt played in both situations or not played? If you do not want to play the prompt then navigate to Settings / PBX and make sure that the option "Play Busy prompt when extension is busy" is not selected.
The reason it does not play when the call goes through the IVR is because the call flow is different. The call is already answered by the IVR and the caller is listening to music on hold while the call is ringing. Therefore the call is terminated by a different SIP message that does not trigger the prompt.