Solved Softphone IVR & Call routing issue

[kayskeem]

I need help with IVR/digital receptionist. Everything works great but theres an issue with when I transfer calls from call queue to an external phone number or to my extension

1. from external phone number it hangs up
2. extension goes straight to the voice mail.

The issue is it never rings my phone after going through the call queue or ivr i use a softphone app for this. It only rings when I remove the digital receptionist and calls come straight to me. We I add the receptionist and go through the press 1 or press 2 the issue comes up. please help me with this thanks.

 

[YiannisH_3CX]

Hello @kayskeem

Please provide more info regarding your setup: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/
Also do you get the same issue if you call the digital receptionist from a local extension and not through your provider?

 

[kayskeem]

Hi what do you mean do I get the same issue if I call the receptionist from a local extension or through my provider? @YiannisH_3CX

 

[YiannisH_3CX]

Yes i want to see if the issue can be replicated in you call the digital receptionist from a local extension

 

[kayskeem]

I understand. I dont use it with local extensions. I use a softphone app for all this to work and I do not know how to dial extension to extension or extension to the receptionist.

• 3CX Version, e.g. Standard Annual 16.0.2.910
• Server OS, Debian
• Is the 3CX Server Hosted and where? amazon
• IP Phone Make/Model/Firmware: cloudsoftphone
• Provisioning Method: not sure what this is
• Trunk Provider or Gateway Make/Model: telnyx
• Has the Firewall Checker passed: not sure how to check
• Are custom Phone Templates being used: not sure how to check

 

[leejor]

What does the 3CX Activity Log show for routing of the call? Do you have sufficient trunks to allow the transferred call to an external number? What is the reason the call goes to voicemail, why is the extenson not available? I'm assuming that you do not have a second extension, on the PBX, to dial the IVR number (internally), for testing, as suggested.

 

[kayskeem]

I believe I figured it out but now when I dial my number from an external number it goes to ivr which is right but when i press 2 or 3 which 2 is to connected to an extension of mine it doesnt work it repeats the ivr also when i press 3 which is supposed to go to that same extensions voice mail it repeats the ivr again. any ideas?

 

[leejor]

So...the IVR is simply not responding to DTMF. If that is the case then there may be an issue involving the DTMF Method being used by the originator, or if Audio DTMF, then, in some cases, the type of Codec used along the route.

 

[craigreilly]

I do not know how to dial extension to extension or extension to the receptionist.

You just dial the number... So, if you want to call ext 123, then you dial 123 <send>

 

[kayskeem]

So...the IVR is simply not responding to DTMF. If that is the case then there may be an issue involving the DTMF Method being used by the originator, or if Audio DTMF, then, in some cases, the type of Codec used along the route.

could that be the case? When i go to the voice mail system by dialing 99 and then extension and then pin that takes the numbers im pushing fine. Is ivr different from this?

 

[kayskeem]

You just dial the number... So, if you want to call ext 123, then you dial 123 <send>

With the softphone app i use this doesnt work.

 

[kayskeem]

I fixed it...now my new issue is when I call and the ivr picks up...if i dial 2 it takes me to the webclient fine. However when I close the webclient and try this with my softphone app by calling the ivr again and dialing 2 thats when it goes straight to my voicemail instead of ringing the phone in the app which is what i need. If we can figure this out I wont need anymore help. Thanks.

 

[leejor]

It sounds as if

the phone in the app

is not registered, sending the call to voicemail. Check the 3CX Activity Log to see why the call routes as it does.

 

[kayskeem]

the logs help alot thanks. its registered when i check the app but this is my process.. i called the number > takes me to ivr > i dial a number like 2 > it takes me to the extension i assigned it to > that extension doesnt ring it says "Not Answered" in the logs then go to voicemail. Not sure why its saying not answered when nothing rings.

 

[YiannisH_3CX]

Probably the PBX cannot reach the client. Which softphone app are you using?

 

[kayskeem]

I'm using Acrobits cloud softphone

 

[AWS2P]

APP need to be 3CX one

 

[kayskeem]

@aws2p amazing! thanks I was wondering if I should for this but it works great with the 3CX app. Thanks for the great support!