Solved Dial by name - file not found

[Clint Reed]

On our 3cx, we have an automated receptionist option 5 set to call by name. This used to work, now it just plays a "file not found" prompt. Does anyone have an idea what could be the problem?

We did move from v 16 to 18 sp 2 and there are no updates for prompt languages or any updates. The prompt is in the list of system prompts named user_name. It plays a message type in the first 3 letters of the person's name.


Thanks
Clint
EasyIT

 

[Charles_3CX]

Please navigate to Settings> System prompts> Updates within the management console and make sure that the prompt you are using does not have any updates pending.

If it does, download the update and restart the IVR service to load the new prompts.

If you have already downloaded the update but have not restarted the service.

 

[Clint Reed]

There are no updates.
I restart the ivr service - did not resolve issue
I restarted all the services and that also did not resolve the issue

 

[Clint Reed]

Also tried powering down the server and bringing it back up.

 

[NickD_3CX]

Can you go to Settings --> System Prompts, expand the "Updates" section and send us a screenshot? It'll look something like this:


Also in Settings --> System Prompt, press the "Manage Prompt Sets" button and take a screenshot of that too and post it here.

One last thing, in the Dashboard on the right there is the "Version", can you post that too please?

 

[Clint Reed]

Morning,

In Settings --> System Prompt, press the "Manage Prompt Sets" I did not see the Update at the very top of the prompts list. English was showing out of date. And there were a lot of other languages that could be applied.

I updated the English prompts from 4.0.2 to 4.0.3 and restarted the IVR service and it is now working correctly.

Were they not under the regular update screen before v 18?

Thanks, the issue is resolved

Clint Reed
EasyIT

 

[NickD_3CX]

Glad it's now resolved!

I don't recall them every being under the general "updates" but I could be mistaken.

Anyhow, settings this one as 'Solved'.