Can the same Call Script be assigned to both a DID and four-digit internal number?

[EscondidoAdmin]

3CX v20u3, Ent, 128sc, on prem

We recently upgraded to v20u3. In v18u9a, we could assign a Call Flow to an internal 4-digit number and have a DID that also routed to that number (last 4 digits of the DID was the number).

In v20u3, we migrated a Call Flow built in v18u9a using the CFD. The Call Script performs a TOD condition check, then plays a menu. We know the TOD condition check is working because we can change the Date Time conditions and when routed, a caller hears the open or closed menu. When we add this Call Script as a Custom script, our only choices to "Run this script" are 1) Upon receiving a call on a trunk, 2) When a user dials a dial code, and 3) When this DID is called. We need the same script to be reachable for external as well as internal callers.

What our testing reveals, all using "System Wide" as the Department:
- First, we add the custom Call Script using "When a user dials a code" with "Create a new dial code" of 6262. When we dial the 4 digits 6262 as an internal call, we immediately hear the menu. This is good. But, if we call the DID number NPA.NXX.6262, which 6262 is a DID, we immediately hear "Cancelled" - no menu or other feedback.

- Then, we delete the Call Script and add it back using "When this DID is called" with "DID Number(s)" of NPA.NXX.6262. When we dial the DID of NPA.NXX.6262, we hear ringback and then we hear the menu. This is good. But, if we call the 4 digit number of 6262 as an internal call, we immediately hear "3CX cannot reach the number you called. The number may be incorrect or temporarily unavailable."

- We can flip-flop the above config as many times as we want with the same behavior, so our assumption is we're not dealing with a Call Script that is lingering with it's previous config.

- The only way we can get the same Call Script to run on both a DID and a 4 digit internal number is to create two Call Scripts, one configured for DID and the other configured for dial code. We have a few hundred Call Flows/Scripts, so this seems like unnecessary admin overhead, plus we now have double the Call Scripts showing.

Is this the expected behavior and required config?

Thanks,

 

[Evolute IT]

You're expected to duplicate it if needed, yes. No way around that.

 

[EscondidoAdmin]

You're expected to duplicate it if needed, yes. No way around that.

Thanks. But ouch!

 

[EscondidoAdmin]

You're expected to duplicate it if needed, yes. No way around that.

Been thinking about this all day. Is it possible that CFDs that were migrated from v18u9a to v20u3 do run on both a DID and a 4-digit extension?

In v18, for example, we had one CFD that was assigned to DID xxx.xxxx.4138. You could call the DID from an external phone or 4-digit extension from an internal phone and the same Call Flow would run. For Call Flows that were migrated, the same still happens.

In v20, if we create a new Call Flow and then upload it, we need to define 2 CPSs as discussed above - 1 for the DID and the other for the Dial Code.

Is this possible?

 

[GeorgePat]

Been thinking about this all day. Is it possible that CFDs that were migrated from v18u9a to v20u3 do run on both a DID and a 4-digit extension?

In v18, for example, we had one CFD that was assigned to DID xxx.xxxx.4138. You could call the DID from an external phone or 4-digit extension from an internal phone and the same Call Flow would run. For Call Flows that were migrated, the same still happens.

In v20, if we create a new Call Flow and then upload it, we need to define 2 CPSs as discussed above - 1 for the DID and the other for the Dial Code.

Is this possible?

one of my old scripts runs both from a DID and an extension. I can't do the new scripts do the same.

 

[paulodagraca]

Hello EscondidoAdmin,

You can also just use the CFD script on 4 digits.
For the DID, you can setup a Routing Extension, assign the DID and Forward by Exception to Always goto the CFD 4 digit script.

You will have the DID working, the 4 digit CFD and no need to double the script.
Would that help in any way?

Paulo