Solved Replaced Prompt but Still Playing Original

[Scott Magee]

• 3CX Version, Professional Annual 16.0.2.910
• Server OS, Debian 9
• Is the 3CX Server Hosted and where? Yes - OVH
• IP Phone Make/Model/Firmware Fanvil X4G 2.10.1.6836
• Provisioning Method: Local / VPN / STUN / SBC, SBC
• Trunk Provider or Gateway Make/Model TalkTalk Business
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

I wanted to get rid of the "Thank you, Goodbye" message which is played when "End Call" is selected in a Digital Receptionist at the "Destination for invalid or no DTMF input" section. ( I think it sounds a bit abrupt and doesn't match the custom IVR recording voice at all).

I went to: Settings > System Prompts > Manage Prompt Set
"UK English Prompts Set" was selected so I clicked on "Copy Prompt Set", named it "Custom UK English Prompts" and I made sure it was selected as the Active Prompt Set and clicked OK
I typed "Bye" in the System Prompts Search Bar and I selected the file "thankyou_goodbye.wav" file from the 2 results shown.
I created a 1 second silent wav file in Audacity and uploaded this by clicking the Browse Icon and selecting the wav file I created.
I went into the Digital Receptionist I wanted to test and I changed the "Digital Receptionist Language" to Custom UK English Prompts"
I restarted the 3CX PhoneSystem Media Server" service and then tested by calling the IVR number.

To test if the upload worked, I went back to system prompts and selected the "thankyou_goodbye.wav" file and downloaded it to my PC, I then played it on my laptop and it was silent as intended.

Every time I call the IVR number I still get the end call prompt "Thankyou Goodbye" no matter what I do.

Please can you help?

 

[AWS2P]

did you made change prompt set in extensions? under voicemail

 

[Scott Magee]

Hi aws2p,
The destination is a Digital receptionist followed by "End Call" so it is not using Voicemail.

 

[AWS2P]

Did you restart IVR Service or complete pbx reboot ?

 

[Scott Magee]

I only restarted the "3CX PhoneSystem Media Server" as i don't want to disrupt the users during the day.

 

[AWS2P]

i'm not sure this is enough to reboot media server

 

[AWS2P]

is it a big PBX , if not a reboot is no more than 5 minutes, so if there is a no call period, you can use it for a reboot

 

[Scott Magee]

I followed the advice from YiannisH_3CX in this thread: https://www.3cx.com/community/threads/replacing-audio-prompt.56727/post-236267

 

[AWS2P]

Your process is good, just need a reboot of serviceS and not only media server

 

[Scott Magee]

Sorry it was this one I followed first that just says to restart the media service:

https://www.3cx.com/community/threads/removing-bye-system-message.60590/post-255724

I'll try it out of office hours tonight.
Thanks

 

[AWS2P]

To be sure do a complete reboot, in 3CX past versions have had some strange behavior with services restart, it only wiped with a reboot.

 

[Scott Magee]

Sorry I forgot to update this post.
The prompts were removed once I rebooted the PBX
Thanks
Scott

 

[AWS2P]

No problems, you're welcome