Solved Day IVR and Night Greeting Suddenly Not Working

[Frank86]

We've had our main line with in-office routing to a Day IVR and out-of-office routing to the front desk's VM with a custom night greeting. It's been working great for years. Today, it started not working. No matter the time of day, callers to the main line will be routed to the stock 3CX saved greeting ("record your message and press # or press star to contact the operator"). I checked the inbound rule to the mainline and nothing has changed—in office calls still show they are being routed to the Day IVR, and out of office calls are being routed to the front desk's VM, which is still set up to play the custom night greeting. What can possibly cause the problem?

Running 3CX v18, update 2 on an on-prem Windows 2016 server.

 

[Saqqara]

Make sure system is set to default system hours - dial *64 on a phone

Force 3CX IN or OUT of Office - https://www.3cx.com/docs/pbx-dial-codes/

If this code does not work check - settings - dial codes in mangement console

 

[Frank86]

I dialed *64 and got the message "3CX is now using the default business hours."
When I dial the main line, though, I still don't get the custom night greeting as before. I still get the stock 3CX greeting. If I dial the front desk's extension, I do get the custom night greeting, but not when dialing the main line from outside the office.

 

[VasilisV_3CX]

Hi @Frank86,

If you take a look at the active calls in a Management Console from the Dashboard, and you call the main line, where is it routing to?

What inbound rules do you have set up? Where do they route to?

 

[AWS2P]

did you change something in inbound rule , like the expected number format that could explain the rule is no more played as the number format is no more matching with the rule criterias and then this is the default catch all from the trunk which is

 

[Frank86]

Hi @Frank86,

If you take a look at the active calls in a Management Console from the Dashboard, and you call the main line, where is it routing to?

What inbound rules do you have set up? Where do they route to?

Excellent question. It routes the call to the VM of extension 0035 instead of extension 0000 (the front desk). No idea why since the inbound rule for the main line specifically says to route calls to the VM of extension 0000 during out-of-office hours.

 

[Frank86]

Excellent question. It routes the call to the VM of extension 0035 instead of extension 0000 (the front desk). No idea why since the inbound rule for the main line specifically says to route calls to the VM of extension 0000 during out-of-office hours.

Problem fixed. I think our other IT guy added the mainline as a DID for extension 0035 when configuring a new user. After removing the DID from that extension, al calls are now being routed properly.

 

[VasilisV_3CX]

Glad to hear @Frank86, glad you got to the bottom of it! If you need anything else feel free to open a new thread!