Digital receptionist "Can't call internal extensions"

[abdo abdelmordy]

I created a new IVR and I need if the customer needs to reach an agent directly to call his extension number as I guide in the IVR msg
but I hear the massage but after dialing the extension no response at all.

 

[ChrisC_3CX]

@abdo abdelmordy
As @Frederick Marcoux correctly said, this should work out-of-the box.

Give the following a try:

1. Create two test extensions such as 1010 and 1011.
2. Access a 3CX Webclient using extension 1010 and 1011. (Use the web browser in incognito to access the second extension)
3. Make a call from 1010 to 1011 and vice versa to make sure that they can both make and receive calls without issues.
4. From the webclient of extension 1010 dial 8000 and make sure you hear the Digital Receptionist's prompt/
5. Dial 1011 while listening to the prompt and wait to see if extension 1011 receives the call.

If this does not work for you, provide the information described in this post so that we can get a better idea of your setup:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[abdo abdelmordy]

it works fine. but from mobile not working

 

[ChrisC_3CX]

When you say mobile do you mean the 3CX Mobile App (iOS Client, Android Client) using a 3CX internal extension to dial the Digital Receptionist's extension number(8000) or do you mean dialing the SIP Trunk's DID from your mobile number (GSM/Cellular number) ?

 

[abdo abdelmordy]

i mean from my mobile Cellular number to the SIP Trunk's DID

 

[ChrisC_3CX]

@abdo abdelmordy
Since the issue only occurs for external incoming calls from the provider, it may indeed be a DTMF related issue as @Frederick Marcoux already mentioned. You may need to check this further with the Provider/Gateway.

You may also want to consider having a look at our list of supported providers here: https://www.3cx.com/partners/voip-providers/
These providers have been tested with 3CX to ensure compatibility and smooth operation when utilized.

 

[Petersang]

.

 

[leejor]

Couple things try might try, as a test. Call into the IVR from s landline phone. These (older phones) will usually send continuous DTMF while a button is held down, unlike a mobile which will send a quick burst. See if that works. Try calling a DID on the PBX, then after they have answered, send some DTMF tones....can they be heard clearly? If not, check with your provider, to confirm which DTMF method they use. In the event DTMF is being sent as audio, and a low bit-rate Codec is deployed, the tone will be distorted, usually to the point that it will not be recognised.