Prevent extension dialing from specific IVR

[JustinB-PedEnt]

We have an after-hours IVR that plays a recording and has no valid menu entries. Occasionally calls are still getting past this and routing to queues while they are unmanned. My assumption is that these callers are reaching the off-hours menu and then direct dialing the queue extensions either intentionally or just while pressing random keys trying to reach someone.

I found an older post suggesting setting the IVR_DIRECT_DIALING_GRAMMAR parameter. I expect I could change this to limit input to single digits (menu options 0-9) and not accept any full 3-digit extensions. I assume this would also prevent direct extension dialing from our normal business IVR, which I would prefer to keep intact.

Is there a solution for this?

Regards,
Justin

 

[NikolasA_3CX]

Hi @JustinB-PedEnt

To prevent callers from direct dialing an extensions number from an IVR, you can change the Type of the IVR to "DTMF Input" instead of the "Standard", since DTMF IVR's do not accept direct dialing to extensions.

 

[JustinB-PedEnt]

@NikolasA_3CX Thank you for this. It's exactly the answer I needed.

 

[NikolasA_3CX]

We are glad to be of assistance.