"FORBIDDEN" prompt is played when an outgoing call is rejected with a "603 Decline" response

[Charli]

Hi there,

sometimes confused users reach out to me when they have trouble calling an external number because they get a message that their call was forbidden by an administrator. It just happened again with a call that was rejected with a 603 Decline response.

This prompt was played apparently:

Why is this prompt played?
How can I alter which prompt is played when a call is dropped with a 603 Decline response? I would like to play a prompt that's telling the user, that their call was simply rejected.

We're using 3CX version 18.0 (Build 939) with the Hyper-V Debian image.

Kind regards!

 

[TheodorosG_3CX]

This will require a custom prompt. You can check the guideline here for reference.

 

[Charli]

You mean creating a new custom prompt set with an additional prompt? But how would I tell 3CX to play my new prompt when a 603 error occurs?

 

[SweetAction]

You simply would replace that audio file in your custom prompt set. 3CX will play that audio file when this condition is met, so you change the file, not 3CX's behaviour.

 

[Charli]

I see. However, this would not really solve my problem. I could record a prompt message that would fit the scenario where a call is dropped due to a 603 Decline response. But the same prompt ID is also played in other situations, e.g. when a user tries to make a call to a foreign country that is blocked in our 3CX PBX. The message that their call was forbidden by an administrator is totally fine in this situation.

But if I were to record a message saying "The recipient has rejected your call" and save it as the prompt with the ID "FORBIDDEN", this message would be played even in situations where it doesn't make sense, like when calling a blocked country.

I just think the current behavior is wrong. Playing the "FORBIDDEN" prompt when a call is dropped by a 603 Decline response doesn't fit the situation because the call hasn't been forbidden by an administrator. You might even consider this a bug? Let me know if there's a place where I should file a bug report.

I hope my explanations are not too confusing and you understand what I mean ^^'
Regards!

 

[TheodorosG_3CX]

Why this should be considered as bug? This is a notification for the unexpected call decline. You can create a more generic custom prompt for all the notifications.

 

[Charli]

Because the message doesn't say "unexpected call decline". It says "forbidden by administrator". Which is wrong (in this situation).

 

[TheodorosG_3CX]

Basically the user shouldn't know the exact reason that the call was failed and the administrator of the PBX should be the one that will clarify why the call was failed. As mentioned you can create a custom generic message as there is no other way.

 

[Charli]

So leaving users confused is by design? Their admin needs to check the logs each time a user wants to know if a call was simply declined or if sth else was the problem?

But thanks for your replies and explanations, I'll think about creating a more generic custom prompt

 

[TheodorosG_3CX]

Understand your inquiry but this cannot be modified on demand and for each call failure.