Solved Default Digital Receptionist wav

[cookie9123]

Hi,
We have a system that has 2 digital receptionists, linked with 2 separate numbers, but both play the same greeting even though different ones are assigned. Looking at another post, I managed to find what I think the issue is, but not how to solve it.

No 1. file1.wav - call this number and this file plays.
No 2. file2.wav - call this number and No 1's wav file plays.

To test if the file followed the number, I changed the .wav for No 1, and called No 2, and it played the changed .wav file.

Looking at the trunks I can see that it has a default receptionist assigned as No 1, so I am guessing this is the issue.

Can anyone advise how to resolve it so that each wav plays with each respected number?

Thanks in advance.
Lee

 

[cookie9123]

I'm assuming that the OOH will be the same.

 

[TheodorosG_3CX]

This might be an issue with inbound call routing however i cannot confirm.
Are you using a 3CX Supported Provider?

 

[cookie9123]

This might be an issue with inbound call routing however i cannot confirm.
Are you using a 3CX Supported Provider?

Yep. It's defiantly the default digital receptionist, as when I change this to the other AA, it then plays its announcement for both numbers.

 

[TheodorosG_3CX]

Are you using a 3CX Supported Provider?

 

[cookie9123]

Yes, BT Wholesale

 

[cookie9123]

If I make any changes in the default actions on the trunk general page, it affects the whole system, and you can't seem to leave it blank.

 

[TheodorosG_3CX]

If the filename is not like No1 or No2 but with names, the issue is the same?

 

[cookie9123]

The file names are Options1to3_0333xxxxxxx and Options1to40333xxxxxxx (where 0330xxxxxxx is the actual number).
In the AA queues, the wav files are different to each other and are set as above..
The default route in the trunks general page is set to what I'll call AA 1, call both numbers and it plays AA 1s message, change the default route to AA 2, and it plays AA 2s message when you call both numbers. Set the default route to End Call and it ends the call and goes straight to VM.

Both AA1 and AA2 are setup as Digital Receptions.

Can the V20 system handle 2 Digital Receptions on 1 SIP trunk?

 

[TheodorosG_3CX]

You need different DID's to assign to each IVR.

 

[cookie9123]

In the DR Queue they have different DIDs assigned. For example, AA 1 has 03331116789 and AA2 has 03331112345 (not the actual numbers).

 

[TheodorosG_3CX]

So this comes to my previous concern. Since different DID's are assigned to both IVR then this can indicate routing issue.
This of course require capture and logs to check however the best option is to re-create the Sip trunk with the default values.

 

[cookie9123]

Ok, will test and see.

 

[TheodorosG_3CX]

Let us know the outcome.

 

[cookie9123]

Thanks for your help, this is now sorted. looks like it needed a sip trunk user adding to the sip system.

 

[TheodorosG_3CX]

Glad to know this is resolved