Digital Receptionist (IVR) one digit forward not working

[jose llama]

2 days ago, I upgraded from version 15.5 to version 16 . Everything seems to be working ok until today.
Today, any incoming calls, which are forwarded to digital receptionist (IVR), just stays on the IVR and the caller hears nothing.

Our IVR is configured like this: "Please dial the extension you want or please press 1 to Customer Support, press 2 to Sales, etc".
Our extension are of 3 digits.
Since today, the IVR looks like is expecting 3 digits. If an outcaller presses just 1 digit (I.E. "press 1 for customer support"), he just stays on the IVR and he is not forwarded to "Customer support".

One thing i noticed is that if the outcaller dials 001, it is equivalent to press 1, and the call is forwarded correctly,
Another thing i did is to change the VR_DIRECT_DIALING_GRAMMAR from [0-9]{3} to [0-9]{1} to force the IVR options to work. But, by doing so the caller are unable to dial any extension directly on the IVR

Thank You

Rick Yamamoto
Connect For Education, Corp.

 

[jose llama]

By the way, i tested this from outcalls dialing from my cell phone, and from an internal extension by dialing the IVR extension from my 3cx phone. Both shows the same behavior. IVR expects 3 digits, pressing 1 digits does not forward the call. Therefore, it doesnot seem to be a a codec/tone issue.
Please help....

 

[leejor]

Does it work, if you call the IVR from an extension rather from an incoming trunk?
Sorry, you posted just before I posted this.

 

[leejor]

Perhaps check the option IVR_INTERDIGIT_TIMEOUT , mentioned in this thread...

https://www.3cx.com/community/threads/shorten-delay-between-pressing-extension-and-calling.53902/

Not certain why it would change, however.

 

[jose llama]

I reverted the snapshot, of the windows vm hosting the 3cx server, to a point before the issue.
I did it before trying to your suggestion on the "IVR_INTERDIGIT_TIMEOUT", because i wanted to verify that the 3cx upgrade I made 2 days ago was correct and the issue appeared out of the blue.
Therefore, the issue was probable caused by one of the following windows updates:

• Cumulative Security Update for Internet Explorer 11 for Windows Server 2012 R2 (KB3185319)
• Security Update for Windows Server 2012 R2 (KB3042058)
• Security Update for Windows Server 2012 R2 (KB3055642)
• Security Update for Windows Server 2012 R2 (KB3059317)
• Security Update for Windows Server 2012 R2 (KB3088195)
• Security Update for Windows Server 2012 R2 (KB3162343)
• Security Update for Windows Server 2012 R2 (KB3172729)
• Update for Windows Server 2012 R2 (KB3000850)

 

[jose llama]

I really appreciate your quick assistance and your expertise, Leejor. Thanks to your guidance. I have a better knowledge of 3CX.
And I will try the "IVR_INTERDIGIT_TIMEOUT" option if the issue appears again, which is highly probable.