Hello
@Effervescence,
In 3CX v20 there have been many changes related to the call manager, which has been completely rewritten in many parts. As part of these changes, the Make Call operation cannot accept an external number as the initiating endpoint, and you will always need to specify an internal entity instead. This works well when you use a regular extension or a queue, because the agent that will receive this call will know they have to wait until the other party gets connected. However, this will not work for an IVR, because the IVR will start playing the prompt as soon as the call starts, and will cause that the customer receiving this call will only hear the final part of the message, losing what's being played while the call is ringing.
As an alternative, you can try
SIP Caller, which uses a totally different approach, it does not use a CFD app or the Make Call operation from the Call Control API, so it can completely bypass this issue. With SIP Caller you will not just get the call established and the prompt fully played, but also you will get a user friendly user interface to configure your campaigns, upload the numbers to call, get reports, and much more.
