IVR not responding to Option 2

[Jimz0r]

I have an IVR that has 5 options
Option 1 > Queue
Option 2 > Different IVR
Option 3 > Queue
Option 4 > Different IVR
Option 5 > Queue

All options on this IVR work except for option 2. If you press option two while listening to the recording nothing happens.
I have attempted to rebuild the IVR from scratch, issue still persists.
I have attempted to rebuild the destination IVR, issue still persists.
I have attempted to send to call to a queue instead of an IVR, issue still persists.

It is like the phone system simply doesn't recognize the input of the number 2 anymore.
This server has it's own dedicated public IP so NAT isn't in the way.

 

[KyriacosS_3CX]

Hi,

Just to get the obvious out of the way, have you tried calling it from a different phone/extension?

Best,
K.

 

[NicholasP_3CX]

If you send this option to an extension, would this go?

To begin, I would recommend that you restart the services of the PBX, just to make sure everything is running properly.

Second step, if this doesnt resolve it, change option number 2 and see if that works (send it to an extension for example)

Third, take a capture on the system, and see if the DTMF inputs are actually reaching the system.

 

[Jimz0r]

Hi,

Just to get the obvious out of the way, have you tried calling it from a different phone/extension?

Best,
K.

I hadn't thought of that funnily enough, trying it from my mobile seems to work fine.

If you send this option to an extension, would this go?

To begin, I would recommend that you restart the services of the PBX, just to make sure everything is running properly.

Second step, if this doesnt resolve it, change option number 2 and see if that works (send it to an extension for example)

Third, take a capture on the system, and see if the DTMF inputs are actually reaching the system.

We have just done a major migration of all of our phone systems to use a new CTS, when I call the number from my mobile the IVR works perfectly.
I think there is something weird going on with our new CTS box that isn't sending the correct code for option 2. We use the same CTS box for our office phone system and when I call the same number from my office phone, option 2 suddenly doesn't work.
Looks like i have some internal investigation to undertake.

 

[NicholasP_3CX]

I hadn't thought of that funnily enough, trying it from my mobile seems to work fine.



We have just done a major migration of all of our phone systems to use a new CTS, when I call the number from my mobile the IVR works perfectly.
I think there is something weird going on with our new CTS box that isn't sending the correct code for option 2. We use the same CTS box for our office phone system and when I call the same number from my office phone, option 2 suddenly doesn't work.
Looks like i have some internal investigation to undertake.

Could it be that the phones number 2 has soiled itself and stopped working?

 

[Jimz0r]

Could it be that the phones number 2 has soiled itself and stopped working?

Hahahaha, I would love it to be that easy to just replace the phone, but alas, it has been tried from multiple extensions (from our office) and they are all soft phones. It would appear to be a configuration issue on our system that is causing it, which means it isn't an external issue, so that's a silver lining, I can tell the customer they aren't missing anything.

 

[KyriacosS_3CX]

Good to hear the production side is working! Let us know if the resolution for the CTS side proves interesting.