Operator extension

[François (tebu-bio)]

Hello !

We noticed today that anybody reaching a voicemail can press * to reach an operator. It then goes to the operator extension defined in the General Settings.

I have 2 questions :

• is it possible to deactivate this option in the voicemail ?
• currently we are using 3CX only for one subsidiary of the company. Soon we plan to add more subsidiaries, how could we set different extensions for the operator according to the subsidiary ? They are in different countries, we don't want all calls transferred out voicemail to go to the french operator extension.

I hope my questions are clear. Thanks in advance for any feedback

 

[leejor]

I'm not aware that it can be disabled, currently, but, you could have the operator extension route to a Digital Receptionist to give callers a choice of destination. 3CX is not really designed to easily handle(separate) more than one company, on a single PBX, for many functions.

Others may have additional suggestions.

 

[YiannisH_3CX]

Hello @François (tebu-bio)

The option cannot be disabled but you can change the prompt so that users do not hear the option. You can also set an different operator extension like @jeejor suggested and direct the call back to an IVR to provide the callers with some options.

 

[AWS2P]

Hello,
it is not possible to remove this feature in 3CX, there are just more or less painful schemes to implement to overcome this problem.

If you want to edit the VM message, you need to create a copy of the voice prompts and edit the audio file that delivers this message and delete the part that says * to return to the operator. This does not remove the function of 3CX, so if someone presses * it is still oriented towards the operator.

If you do not want to receive calls back to the standard at all, the easiest way is to create a dummy extension and assign it as an operator in 3CX, in this case presses on * return calls to the dummy extension that can deliver or not a message and end the call . (i use this one )

 

[simply7]

I have tried to edit the prompts using the method you mentioned. However it does not change the message. Am I missing something in regards to having to stop a service to edit this message? It would be interesting to see how many people do not realize that this exists and their mailboxes for the default operator have hundreds of unheard messages.

 

[AWS2P]

@simply7
You need to duplicate default prompt set and give it a new name, in this new one edit the concerned audio file without changing it's file name, change only content. take care to respect audio format if you completly change the audio. Next step you need to say 3cx to use your new directives as default .

Yes, you need to restart IVR service to load new directives in 3cx.

Operator can be used with a disabled VM so there's not lots of messages never heard

Nota:
the disadvantage of this solution is that each update of the directives by 3cx, the set personalized is not updated

 

[François (tebu-bio)]

I have a new operator with an extension immediately routing to a call queue. So the problem is fixed for now. The new problem we will have in the future will be to handle multiple offices, as we can't use the same queue. But I guess we can set an IVR to route to the right office. Or would it be possible to route automatically according to the origin of the call ?

Not that many people will use the * anyway, so the IVR is already a good first solution.