Calling an extension directly

[Andy Veal]

Hello,
DID with the digital receptionist.
Goes to a call queue
Seems like I'm missing something as When I call the number and get through the digital reception and then enter the extension.
I cant get straight through to that extension, just goes direct to the main call queue.

Am I missing an option somewhere?

 

[saint_]

Please rephrase your issue with full sentences. I'm having a hard time understanding here.

 

[Andy Veal]

I have a DID setup to go to a digital receptionist and then on to the relevant call queue.

When calling the DID and reaching the digital receptionist, I then enter a user extension number (note this user extension is not in the call queue and I don't want them to be)

At this point the expected result would be to connect directly to that users extension.
It does not, it connects to the call queue under option 1

 

[JohnS_3CX]

Hi Andy,

Post a screenshot of your digital receptionist settings, and tell us what extension number you dialled

 

[Andy Veal]

I see your thinking, it's skipping the rest of the extension and using the first digit to go to that option.
So if the extension starts with a 1 and is 111 it's going straight to option 1, not sure why I didn't think of that before.
Is there any way to get around this?

 

[JohnS_3CX]

It should not really matter unless you pressed 111 very slowly (like 2 sec. between keypresses)

 

[Alphabetic]

Whilst a digital receptionist prompt is playing, a caller can enter the extension number to call directly and connect to the extension without going through a receptionist. Simply instruct your callers in the voice prompt on how to use this feature, e.g. “Welcome to Company XYZ. If you know the extension number to call, you can enter it now. Otherwise, for sales press 1. For support press 2.”

Have you got a prompt long enough for you to type in the extension?

are you typing the extension fast enough?

Are you able to dial another extension?

 

[SupV]

Maybe your IVR_DIRECT_DIALING_GRAMMAR parameter was changed?
It should be [0-9]{3} in your case, giving the ability to dial 3 characters extensions starting from 0 to 9.

 

[Andy Veal]

Hi, yes other extensions seem to work ok, Does that user have to be in the call queues or ring groups associated with that Digitial reception?

 

[JohnS_3CX]

If other extensions can be dialled, then you might want to see where that one specific extension is currently sending their calls.

Maybe they have forwards active under their currently selected status