Direct dial via Main IVR Auto Attendant not allowing direct dialing extensions during greeting.

[TPR3CX]

I know that this has been asked before but I don't see a way of fixing it in the solutions provided.

I have a main auto attendant set up as standard. it has 5 options. in the options tab, the checkbox is enabled to allow callers to dial extensions and not be limits to the menu options only. Our extensions are 4 digits, in the Parameters section, my IVR_DIRECT_DIALING_GRAMMAR is set to [0-9]{4}.

Does anyone know why my callers cannot direct dial any extensions. Any ideas?

 

[Alejandro_3CX]

Hi @TPR3CX is this only with the external calls or do you have the same issue using a user extension and dialing to the IVR? if your extensions are set with the 4 digits, then the setting [0-9]{4} is ok, please try to restart the service 3cxdatabaseserver and make a test from an internal extension.

 

[NikosT_3CX]

@TPR3CX is the below option enabled on the specific IVR ? Check this as a first step.
Or do you have any DTMF Script enabled ? https://www.3cx.com/docs/call-processing-script-dtmf/

 

[TPR3CX]

Hi @TPR3CX is this only with the external calls or do you have the same issue using a user extension and dialing to the IVR? if your extensions are set with the 4 digits, then the setting [0-9]{4} is ok, please try to restart the service 3cxdatabaseserver and make a test from an internal extension.

OK, so I restarted the 3cxdatabaseserver service. I tried calling again from my mobile to the main DID that goes to my main auto attendant. When I try to enter my 4 digit ext, the IVR greeting plays again. Then I from an internal extension, I dialed the main IVR via the internal ext number and it worked fine. Then again from the same internal extension, I dialed the external DID number and got the same results as my mobile phone, so external caller are not allowed to dial extensions during the greeting playback. The checkbox for Allow Callers to Dial Extersions is checked as shown below.