IVR forwards to wrong extension

[bit101]

Hi together,

we have faced with an issue that an external caller press a key (3) in the ivr menu but an another extension will ring. In the ivr menu point 3 there is extension 22 but finally the 31 is ringing. Here is the logfile:

The IVR has joined:
11.03.2021 14:17:21 - [CM503007]: Call(C:2201): Ivr:02 has joined, contact <sip:[email protected]:5483/UDP>
11.03.2021 14:17:21 - L:2201.2[Ivr:02] has joined to L:2201.1[Line:10000<<0151....]
11.03.2021 14:17:21 - [CM503002]: Call(C:2201): Alerting Ivr:02 by contact <sip:[email protected]:5483/UDP>
11.03.2021 14:17:21 - [CM503025]: Call(C:2201): Calling T:Ivr:02@[Dev:sip:[email protected]:5483;rinstance=c1ea68b4285f6f8c] for L:2201.1[Line:10000<<0151.....]

But then the extension 31 (which is not the correct extension) get the call:
11.03.2021 14:17:45 - [CM503025]: Call(C:2201): Calling T:Extn:31@[Dev:sip:[email protected]:5060;line=20965] for L:2201.1[Line:10000<<0151....]
11.03.2021 14:17:45 - [Flow] Call(C:2201): has built target endpoint: Extn:31 for call from L:2201.1[Line:10000<<0151....]
11.03.2021 14:17:45 - [CM503010]: Call(C:2201): Making route(s) from Line:10000<<0151.... to <sip:[email protected]:5060/UDP>

I cannot understand why the ivr forwards to extension 31. The extension 22 is set in the IVR.

Any ideas why this happens?

regards, Betei

 

[Francois_Kolibri]

Hello,

If the option 3 of the IVR (02) is really set to send to extension 22, you might want to check if the extension 22 is registered on the server.
If it is correct, check if there is any call forwards or exceptions configured in the "Forwarding rules" of the extension 22.

 

[leejor]

... and if you call extension 22 directly, does it, or extension 31 ring? 3CX will only send calls where it is instructed to do so.

 

[ChrisC_3CX]

To check if it's an issue related to extension's 22 status, in addition to what was already suggested, you could also change the IVR routing from extension 22 to something like a voicemail which will always answer the call.

 

[bit101]

Hi togehter,

that is a good idea, thanks. We have faced that some phones are not registered so it can be that the 3cx will route them wrong.

 

[bit101]

Hi together,

we have (sadly) again the issue that the IVR route the caller to a wrong extention. This time to Extn33. Extn33 is never set in IVR. Here the Logfile:
(Why does 3CX do: [Flow] Refer: RefTo=<sip:[email protected]:5060>; was call from=<sip:[email protected]:0> to="###, #####" <sip:077#####@127.0.0.1:5060>) - cannot understand!

31.03.2021 08:19:16 - [CM503002]: Call(C:1986): Alerting Extn:33 by contact <sip:[email protected]:55679/UDP>
31.03.2021 08:19:15 - [CM503025]: Call(C:1986): Calling T:Extn:33@[Dev:sip:[email protected]:55679;line=1uc6qt51] for L:1986.1[Line:10000<<077#######]
31.03.2021 08:19:15 - [CM503027]: Call(C:1986): From: Line:10000<<077##### ("###, #######" <sip:077####@#####.my3cx.de:5060>) to T:Extn:33@[Dev:sip:[email protected]:55679;line=1uc6qt51]
31.03.2021 08:19:15 - [CM503004]: Call(C:1986): Route 1: from L:1986.1[Line:10000<<077#####] to T:Extn:33@[Dev:sip:[email protected]:55679;line=1uc6qt51]
31.03.2021 08:19:15 - [Flow] Call(C:1986): has built target endpoint: Extn:33 for call from L:1986.1[Line:10000<<077#######]
31.03.2021 08:19:15 - [Flow] Target endpoint for 33 is Extn:33
31.03.2021 08:19:15 - [CM503010]: Call(C:1986): Making route(s) from Line:10000<<077####### to <sip:[email protected]:5060/UDP>
31.03.2021 08:19:15 - [CM505003]: Provider:[Easybell] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:004974########@116.203.180.161:5060]
31.03.2021 08:19:15 - [Flow] Refer: RefTo=<sip:[email protected]:5060>; was call from=<sip:[email protected]:0> to="###, #####" <sip:077077#####@127.0.0.1:5060>
31.03.2021 08:19:10 - [CM503007]: Call(C:1986): Ivr:02 has joined, contact <sip:[email protected]:5483/UDP>
31.03.2021 08:19:10 - [CM503007]: Call(C:1986): Line:10000<<077077##### has joined, contact <sip:[email protected]:0/UDP>
31.03.2021 08:19:10 - L:1986.2[Ivr:02] has joined to L:1986.1[Line:10000<<077077#####]
31.03.2021 08:19:10 - [CM505001]: Endpoint Ivr:02: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX IVR] PBX contact: [sip:[email protected]:5060]
31.03.2021 08:19:10 - [CM503002]: Call(C:1986): Alerting Ivr:02 by contact <sip:[email protected]:5483/UDP>
31.03.2021 08:19:10 - [CM503025]: Call(C:1986): Calling T:Ivr:02@[Dev:sip:[email protected]:5483;rinstance=8f57e44173fb94a0] for L:1986.1[Line:10000<<077077#####]
31.03.2021 08:19:10 - [CM503027]: Call(C:1986): From: Line:10000<<077077##### ("077#####, 077#####ngen" <sip:077#####@#####.my3cx.de:5060>) to T:Ivr:02@[Dev:sip:[email protected]:5483;rinstance=8f57e44173fb94a0]
31.03.2021 08:19:10 - [CM503004]: Call(C:1986): Route 1: from L:1986.1[Line:10000<<077#####] to T:Ivr:02@[Dev:sip:[email protected]:5483;rinstance=8f57e44173fb94a0]

 

[Francois_Kolibri]

Hello,
Do you have a pcap file for that call ?

Seems like the caller is dialing "33" in the 02 IVR.

 

[bit101]

Hi Francois,

the Extn.33 does´nt have a DID so they cannot call directly from extern.

Do you mean the "dump.pcap" file in 3CX?

 

[bit101]

The issue is sadly sporadically. So i dont have yet a pcap dump from today :-(

 

[Francois_Kolibri]

Hello,

What I meant is that maybe the caller is dialing "33" while in the IVR menu.
Or the persone may be dialing the option 3 of the IVR and then not waiting enough for the "timeout" to trigger and dials 3 again.

If you create a Report in the management console, what does it show for that call ?

 

[bit101]

Hi,

okay thats a good hint of course! Hmm i can check this and if so would this also be the explanation for the other issue with IVR. Because we had another (wrong) forwardings to extensions where the IVR has forwared to. But would this be a bug in 3CX? Because 33 isn´t in IVR.

In the Report i can see that the IVR has joined the call and forward it to Extn.33 as normal - like a normal flow:

31.03.2021 08:19:15	###, ###gen (077#########)	PA1 Production (33)	Nicht angenommen
31.03.2021 08:19:10	###, ###gen (077#########)	IVR (02)	00:00:05

 

[Francois_Kolibri]

Hello @beon,

I'm not 100% sure (someone correct me if needed), but you can dial any numbers in an IVR. If it corresponds to an extension number, virtual extension number, another IVR, Ring Group or a Queue, it will reach it.

 

[bit101]

Hi Francois,

i´m afraid because the IVR should only forward to the extensions that are set in the corresponding IVR menu.

Is that really the case that the IVR is forwarding calls to all extensions that exist in whole 3CX??!! This would be a big bug of course..

 

[Francois_Kolibri]

Hello @beon,

I confirm. It is in the 3CX docs.
https://www.3cx.com/docs/manual/ivr-digital-receptionist/#h.gpb1rbmzrpss

 

[bit101]

Hi,

ok but that means for all extentions that are set within that IVR menu or?!. Otherwise it makes no sense to set extensions there.

 

[Francois_Kolibri]

Hello @beon,

You may want to add a few extensions to restrict the IVR being able to call any extension/virtual extensions inside the system like so:

 

[bit101]

Hi Francois,

thank you very much for the good hint!
I will check this but i dont think that this will solve the issue for all wrong inputs in IVR. (e.g. ivr routes to wrong extension that is available in IVR).

For my opinion the IVR must not route to extensions that not available in IVR or if so it must be a setting that i can enable or disable.

I will open a ticket additional to the 3cx support.

 

[Francois_Kolibri]

Hello @beon,

If you only want the options (0 to 9) to be used, you need to add the extensions numbers in the "IVRDONOTCALL" settings I showed above (in the Management Console > Settings > Parameters > Type IVRDONOTCALL in the search box).

For example, entering "100-999" in the box will disable calling all those extensions from the IVR. The callers will still be able to dial the options you set.

 

[bit101]

thanks!

 

[ClaudioBassani]

Direct dialing to extensions only works with Standard IVR. If you do not want this functionality, you must use the DTMF IVR.