Digital Receptionist - how to go backwards?

[alloch70]

Hi everyone,
I have a DR setup for our incoming calls. If you select any option in the DR, you cannot get back to the main menu. Here are my examples:

1. If a call comes in, the DR picks up and begins listing the caller's options in the menu; the caller selects option 1 for directions; while listening to directions, the caller decides to speak to a CSR; however, regardless of which number is pressed, the caller gets "call transfer failed" and the directions recording starts over.

The only option for the caller is to hang up and redial.

2. If the caller chooses an option for a CSR, option 5 Suzie Noanswer, and the call goes to VM; the caller cannot not exit the VM either. Depending on at what point you click a number, a recording comes on and gives a menu for options in the VM: Call Transfer failed when pressing any number in VM
a. 0 – Save
b. 1 – Repeat
c. 2 – Verify
d. # - Exit


Again, the only option is for the caller to hang up and redial.

Does anyone have an answer to this problem?

Thanks,
Allen

 

[lneblett]

With regard to your first scenario, are not the directions another recording in a different IVR? What options did you give in that IVR? I would assume you might give the directions and then say something like to return to the main menu press x.

I will need to look into your second scenario as I am sitting at a client waiting to meet and just killing time at the moment

 

[alloch70]

Hi,
Yes, we use a separate IVR that is recorded. Option 1 in the DR is pointed to 2801 which is the directions line. Yes, in that recording, we have it stated "press 0 at anytime to return to the menu"; however, if you press 0, you get a message that says "call transfer failed" and the directions IVR starts over.

Thank you and I appreciate any guidance.

--Allen

 

[lneblett]

In the second IVR, try using another key other than "0". I do not how the system is configured, but 0 is tradionally thought of as the way to get to a human like an operator/receptionist and perhaps there is a conflict or other anomaly going on.

 

[alloch70]

I am not quite sure of where you are talking about. The only place that 0 is set is in the DR to which 3CX has it listed as "Repeat Prompt". In other words, you should be able to click 0 at any time and hear the menu replayed which works perfectly as long as you have not made any menu selection.

For our setup, the "human operator" is set to an ext not 0.

Thank you for any suggestions.
--Allen

 

[jpillow]

Alloch it may help if you replicate the issue and post the logs.

 

[lneblett]

I misunderstood the scenario, sorry abour that. What version of 3 CX are you using?

I set up a menu in both a 8 and 16 call edition running V10. I used 0 to repeat prompt and 1 for English and 2 for Spansih. The IVR in my case was 802 as I had a couple of others ahead of it. I had no issue in hitting "0" during the prompt playback or after the prompt playback and having ot repeat the same recording as long as the time out had not elapsed. The timeout I have set for 15 seconds after which I send to an operator extension.

A call log as suggested earlier might shed some light on the problem.

 

[alloch70]

Ok. I will work on getting the logs posted.

We are using v10 w/16 calls.

Here is what our DR looks like:
0 - Repeat Prompt
1 - 2801 - Directions
2 - 2710 - CSR1
3 - 2711 - CSR2
4 - 2712 - CSR3
5 - 2713 - CSR4
6 - 2714 - CSR5
7 - 2715 - CSR6
8 - 2716 - Ops Manager
9 - 2717 - Gen Manager
Timeout - 60 seconds - Repeat Prompt

When you dial our business number, the DR answers w/the above menu. As long as you do not choose 1-9, pressing 0 works fine and will repeat the prompt; however, if you press 1 and enter into the directions line, you cannot press 0 and get back to the prompt. Instead, you get the message "call transfer failed, no answer".

Likewise, if you press 4 for CSR3 and that person does not answer and you press 0 before the Voice Mail answers, you get the message "call transfer failed, no answer". If you press 4 for CSR3 and Voice Mail answers, you get another submenu that I described in my first post. Does this make more sense?

 

[alloch70]

My apologies in my previous example, our directions line is 2802. The log below is an eye opener. The chain of events during my call does not even make sense to me.
At 8:49:07.894 is when I pressed 0 to exit 2802 directions line back to the prompt. All actions after that does not make any sense to me. Why in the world was it trying to call 9999 which is our default VM line and SIP:100 which does not even exist?




08:49:35.302 [CM503008]: Call(12698): Call is terminated
08:49:28.098 [CM503016]: Call(12698): Attempt to reach <sip:[email protected]:5060> failed. Reason: Not Registered
08:49:28.098 [CM503016]: Call(12698): Attempt to reach <sip:[email protected]:5060> failed. Reason: Not Registered
08:49:28.098 [CM503017]: Call(12698): Target is not registered: Out.100{rule=Final blocking rule for 28xx extensions}
08:49:08.175 [CM503007]: Call(12698): Device joined: sip:[email protected]:40600;rinstance=d77a3aedeff22524
08:49:07.956 [CM503025]: Call(12698): Calling Ext:Ext.9999@[Dev:sip:[email protected]:40600;rinstance=d77a3aedeff22524]
08:49:07.894 [CM503005]: Call(12698): Forwarding: Ext:Ext.9999@[Dev:sip:[email protected]:40600;rinstance=d77a3aedeff22524]
08:49:07.894 [CM503016]: Call(12698): Attempt to reach <sip:[email protected]:5060> failed. Reason: Not Registered
08:49:07.894 [CM503017]: Call(12698): Target is not registered: Ext.2802
08:48:54.581 [CM503007]: Call(12698): Device joined: sip:[email protected]:40600;rinstance=2f35aa261add71c0
08:48:54.581 [CM503007]: Call(12698): Device joined: sip:[email protected]:5060
08:48:54.362 [CM503025]: Call(12698): Calling Ext:Ext.2702@[Dev:sip:[email protected]:40600;rinstance=2f35aa261add71c0]
08:48:54.331 [CM503004]: Call(12698): Route 1: Ext:Ext.2702@[Dev:sip:[email protected]:40600;rinstance=2f35aa261add71c0]
08:48:54.315 [CM505003]: Provider:[nV] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CXPhoneSystem 10.0.22042.0] PBX contact: [sip:[email protected]:5060]
08:48:54.315 [CM503001]: Call(12698): Incoming call from 7707578053@(Ln.10006@nV) to <sip:[email protected]:5060>

 

[lneblett]

Possibly? Let's try this -
In the post where you indicated the version, calls allowed & service packs, you also outlined the keys for the DR. So, I press "1" and now I get directed to the direction line 2802, which should also be a DR/IVR. Like you did with the initial DR showing the keys and the expected actions, are similar keys in effect for this "directions" DR/IVR such that 0 is defined to repeat prompt (2802 again) and another key is defined to take you back to the original prompt that you have outlined in the earlier posting which I think is 2702? I simply want confirm we are on the same path.

The post of the log is indicating that 2802 is not registered. Does it show green in the system services status? It is acting more like an true phone extension rather than a system extension. Because the extension is not registered, it seems like call forward rules are directing it to Vmail.

Can you check 2802 and see if in system or extension?

 

[alloch70]

Hi...

No, there are no secondary DRs. We only have the one DR which is 2702.

Extension 2802 is only an unregistered extension and it is not a system extension. That number is only used for recording the actual directions. It is not part of another DR and the number itself is not a DR.

Keep in mind, the results are the same with or without a registered extension. If you dial the CSRs extension by pressing 5, it dials extension 2746 which is registered; however, you can not exit back to the DR without hanging up and redialing.

Does this make sense?

Thank you for any help on this,
Allen

 

[alloch70]

I caught onto what you were saying about the "sub" DR. That does work as long as you do not choose any extension. If you choose the extension and VM picks up, you can't get back to the menu and you still receive the "call transfer failed" and the VM recording starts over.

DR1:
0 - replays menu
1 - Directions
2 - Ring Group
3 - CSR1
4 - CSR2
5 - CSR3

SubDR for option 5-CSR3:
0 - returns to DR1
5 - Connects to CSR3

If you press 0 or wait for timeout, it rolls back to the main menu which is perfect.
If you press 5, it does connect to CSR3; however, if CSR3 does not pick up and it rolls to VM, you cannot transfer out of the VM back to the main menu.

Am I making progress?

Thanks,
Allen

 

[lneblett]

There are system extensions and then phone extensions. The system extensions are the ones used for 3cx fax, IVR, etc.

You should make and use an IVR recording to do your initial greeting and include a key that points to another IVR for your directions. Within the direction IVR you could say hit 9 to repeat in which case the same direction IVR will replay (gives people like me a chance to ensure I have the directions down correctly) and then another key (and maybe the timeout) that will allow me to go back to your initial greeting IVR and start again so that I can make new selection. heck, you could even have another set of IVRs to provide directions based upon a compass heading ( if coming from the north, press 1, if from the south - press2, etc.) or even if you have major well known landmarks.

If you select a phone extension (csr in your case), then you are correct. It may be problematic to go back, but this depends upon how you have the forwarding rules set. If you get into Vmail, then you cannot escape (back) to the IVR that sent you there, but you can hit a key to get to the operator.

Keep in mind that the IVR is there to direct or provide info to routine, repetive requests. It is meant to alleviate some of the workload from the folks who would otherwise have to handle. Directing to a phone extension implies a conscious decision that someone on the other end will will answer and help. You could change the rules such that if the phone extension is busy or unregistered, it could go back, but this also implies that the Vmail for the extension should be disabled.

Play some more with the IVR feature. It can be a really good tool.

If an IVR is not good for you, look into queues.