Solved Direct Dial to any extension during out of office hours not working

[ArcHernandez]

Hi 3CX family,

First time posting

I have a little issue, i recently installed a new system Ver 20, on pem, and all is well except for direct dialing to any extension during out of office hours. This is how it is setup, i have a main IVR which has a few DIDs that take incoming calls and routes it to the main IVR.

Once the Main IVR answer the call during office hours i can reach any extension and all the DTMF options work fine, absolutely no issue there. The problem starts when it's out of office hours, when the closed IVR recording is played and i can't override the IVR audio to dial an extension it just keeps playing back the audio and don't accept any input. As a work around, i created a second IVR called closed IVR which the Main IVR forwards the call to. What happens after is, i have to wait for the MAIN IVR to finish its audio playback then it rings the Closed IVR then finally i can Call any extension which is not what i am looking for. I would ideally like it to function the same as during office hours

My question is why cant i not use one IVR to directly call any extension when out of office hours? Am i missing something.

 

[TheodorosG_3CX]

Hello @ArcHernandez , may i ask, in your IVR for the Out of Office you have configured an announcement?

 

[ArcHernandez]

Hi, yes for the main ivr there is both an in office and after hours announcement

 

[TheodorosG_3CX]

And you are allowed to press DTMF after the end of the announcement correct?

 

[ArcHernandez]

I can press DTMF only on the second IVR which gets called after the announcement with the main IVR is finished played. If I don’t select the second IVR as a destination DTMF don’t work on the main , and the call will eventually drop or nothing happens.

 

[TheodorosG_3CX]

This is expected as during the announcement you will not be able to press any DTMF.

 

[ArcHernandez]

ok ,but why does this it work for in office hours ? I can press DTMF and direct call any extension fine during the announcement ? Are you saying that during the out of office hours that this is the how it’s designed to work ?

 

[TheodorosG_3CX]

During the In Office hours you reproduce a prompt which will allow to press the DTMF. However this is not the case for the Out Of Office Announcement which has different approach and it is not a prompt.

 

[ArcHernandez]

Ok, so just confirming this is how 3cx is designed to operate and there is no other method to achieve the same result as the in office hours for the out of office hours ?

And is it that the way I have set it up with the second IVR the only way to get the DTMF after the announcement is played?

 

[TheodorosG_3CX]

In the second IVR you have a prompt not an announcement correct?

 

[ArcHernandez]

The second IVR is just has no prompts either announcement it just acts as a way to direct call an extension.

 

[TheodorosG_3CX]

So in the second IVR you able to dial anytime and this is expected.

 

[ArcHernandez]

ok great well at least i know now this is how the PBX is designed and i am not doing anything wrong. Thank you for your help.

 

[TheodorosG_3CX]

You are welcome