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

 

[bit101]

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.

Hi Francois,

the parameter "IVRDONOTCALL" is ignored by 3CX. You have to set the Parameter
"IVR_DIRECT_DIALING_GRAMMAR" to reach the behavior i want!

You can test it by yourself.

regards,
beon

 

[NickD_3CX]

Hi Francois,

the parameter "IVRDONOTCALL" is ignored by 3CX. You have to set the Parameter
"IVR_DIRECT_DIALING_GRAMMAR" to reach the behavior i want!

You can test it by yourself.

regards,
beon

This is the correct solution I think for what you want.
If you want Incoming Calls to IVRs to be able to only choose one of the options, and disable direct dialing, then you need to adjust the parameter "IVR_DIRECT_DIALING_GRAMMAR" and set it's value to:

[0-9]{1}

What this does is tells IVRs to only accept 1 digit, from the range 0-9.
Important: this affects ALL IVRs on the system, you cannot do this for IVR A, but not for IVR B.

 

[bit101]

Hi,

yes we know that, we`ve already done this
Thanks to all!

cheers!