Solved Dial by Extension during Auto Attendant isn't working

[juicejug]

We have 3CX hosted and are using the SBC for the office phones, and using CallCentric as our SIP provider. We have an IVR that's DTMF

When an external caller dials our main DID which is set to route directly to our IVR, if they dial an extension directly, it just loops back to the IVR.

Is this the expected behavior for a DTMF IVR?

Reading https://www.3cx.com/docs/manual/ivr-digital-receptionist/ shows that 'Callers Can Dial an Extension Directly' but doesn't make note if this works only with specific types of Digital Receptionists. Reading the note for "DTMF Input" isn't clear to me if this means that for Dial an Extension directly in DTMF requires adding the extensions as options for this to function.

 

[leejor]

See... https://www.3cx.com/community/threads/dtmf-input-digital-receptionist-and-dialing-extensions.79528/
Regarding the IVR option you have chosen.

 

[juicejug]

This is what has been done to allow it to work.

I'm just asking if this is the expected behavior. If so, that's fine, it's that the documentation seems to contradict itself.

After I had started this post I also got to thinking that it probably is the expected behavior, as if a DTMF code is an option that overlaps with a user extension.

 

[YiannisH_3CX]

After I had started this post I also got to thinking that it probably is the expected behavior, as if a DTMF code is an option that overlaps with a user extension.

If your type of Digital receptionist is configured to be "DTMF Input" then this is the expected behavior. With this type of Digital receptionist you can dial only what you set up as an option.
If you want to be able to dial an extension directly then you need a standard Digital Receptionist.