Digital Assistant not working

[James Talbott]

For some reason our digital receptionist main message is playing, but when you enter your selection it says that" the destination is not available, not registered or there are no routes available." This seemed to start happening after our last update. It is set to go to voicemail for that extension. It works if you have the digital receptionist send the call to a cell phone (connect to extension), but not if it is set to go to voicemail (transfer to voicemail). The extension show green and the one extension that shows red (general info) does not go to a phone only to voicemail and it has been that way, and worked (until now), since the beginning but now it does not work either. Anything on the receptionist that is set to transfer to voicemail gives the error message and I can't figure out why. I've rebooted the system, but nothing works. Running on Debian Linux.

As an addition, if I send the digital receptionist to an extension instead of directly to voicemail, the extension rings, and then the voicemail for that extension answers.

 

[YiannisH_3CX]

Hello @James Talbott

Can you replicate the issue when calling the Digital Receptionist from a local extension? Also from a local extension try to call the voicemail of an extension directly. To do so dial *4<extension_number> and see if that connects.

 

[James Talbott]

Hello @James Talbott

Can you replicate the issue when calling the Digital Receptionist from a local extension? Also from a local extension try to call the voicemail of an extension directly. To do so dial *4<extension_number> and see if that connects.

If I call the extension voicemail directly using *4 and the extension number the voicemail answers. If I dial *4 and the digital assistant extension it says that voicemail is disabled for this extension. I have never had an extension for the digital assistant as I thought it was just a standard extension and it always worked before.

 

[YiannisH_3CX]

Digital assistants are created as system extensions and do not have a voicemail box. What i meant was calling the digital receptionist from a local extension and select the option to connect to an extensions voicemail and see if that works.

 

[James Talbott]

I'm sorry I don't know what I am supposed to do by calling the digital receptionist from an extension. I have called *4 and then the digital receptionist standard extension of 81 from one of our phones and I get the error that voicemail is not set up.

 

[James Talbott]

Anybody there?

 

[leejor]

If the extension created for the Digital Assistant is 81, then you should be able to dial 81 from any extension, then be given the DA options to select. The *4+Ext is only to go direct to an extensions voicemail, and will only work on "standard" extensions.

 

[James Talbott]

OK. I dialed it and the digital assistant answered. It was set to go to the extension and it did that, the extension rang, and then it went to voicemail, as no one was there to answer it. I then changed the response to go directly to voicemail and it worked while dialing directly from an extension. I then called from an outside line, got the digital assistant, hit the extension, and on one extension it went directly to voicemail which is what it was suppose to do. One the other extension we were having trouble with I got the same error. Destination not available, not registered or no routes available. When I changed that extension back to go to the extension, it worked. It seems sometimes it works and sometimes it doesn't when you tell the digital assistant to go directly to voicemail and not to the extension. I have no idea why.

 

[leejor]

Looking over the Activity Logs may explain what is happening. There may also be a DTMF issue if you use that to direct the call, and some digits are not being recognised.

 

[YiannisH_3CX]

Are you using a supported provider? Have you tried a different provider to see if you can replicate the issue?

 

[Matt Waechter]

I'm seeing the same issue. Customer has a Patton PRI gateway and the 3CX is running 15.5.13103.5; when calling in the DR or via 4 digit local extension for DR randomly customer gets "no routes available" when trying to transfer to an extension.

 

[leejor]

when calling in the DR or via 4 digit local extension for DR randomly customer gets "no routes available" when trying to transfer to an extension.

I would first check the Activity Log for one of these calls to see exactly where it is going. Perhaps it is being forwarded to an outside number and ,at the time, there are no routes.