Unable to dial extensions using keyboard (using 3CX Desktop or new web app)

[PeterM]

Hi there,

I have users reporting the following behavior:

- When they are using dialer from the 3CX Desktop or web app they can dial phone numbers and extensions once connected.

- When they are trying to use keyboard to enter the phone numbers, they can reach the other side, but when they try to dial extensions they get "Extension not found" message. Almost like mapping of keys changed.

You help would be greatly appreciated.

Thanks you.

 

[ChrisC_3CX]

I'm sorry but I'm not 100% sure I understood what the issue is:

When they are using dialer from the 3CX Desktop or web app they can dial phone numbers and extensions once connected.

When you say "connected" do you mean connected on a call? If yes, why would you dial numbers after you got connected, are you referring to DTMF input, used for instance when connected to an IVR and you want to make a selection?

When they are trying to use keyboard to enter the phone numbers, they can reach the other side, but when they try to dial extensions they get "Extension not found" message. Almost like mapping of keys changed.

Here what do you mean when you say "can reach the other side", do you mean the callee answers and connects? Is this an IVR, is that why you are trying to dial extensions from there? Please clarify so that we can better understand the situation and see what we can do.

 

[PeterM]

Hi @ChrisC_3CX,

Sorry, I have not explain myself properly. When we dial the phone number with the keyboard we are able to reach the callee's IVR. However, when we try to enter extension (DTMF input) we get extension not found.

 

[ChrisC_3CX]

I just tested and cannot reproduce this to be honest. We might need a bit more information:

• Is this happening for external calls/internal calls or both?
• Is it the Voicemail Menu(999) you are calling and then trying to specify an extension to access it's voicemail? If not, please let me know to what kind of IVR you're connecting to and exactly what you're trying to do.
• Also, if you dial the same exact number without the keyboard but with the mouse instead, does it work?

 

[PeterM]

Hi there.

- It seems to be only affecting external calls.
- We are calling customers so there is no way of knowing what they are using for IVR. They are trying to reach specific extension of the callee. I have a video recording from one of our users actually using the mouse and dialer app and it appears that each keystroke on the pad results in multiple entries. When person tries to dial 229 you can hear that IVR responds that extension 2222999 is incorrect.
- It appears that problem also appears when people dial with the mouse.

WHat is even more puzzling is the fact that the same user that experience issues described above, tired to use 3CX app on his cell and it work fine. Also, he tried to dial the same customer with the Desktop app using mouse and keyboard later and everything worked fine.

I just tested and cannot reproduce this to be honest. We might need a bit more information:

• Is this happening for external calls/internal calls or both?
• Is it the Voicemail Menu(999) you are calling and then trying to specify an extension to access it's voicemail? If not, please let me know to what kind of IVR you're connecting to and exactly what you're trying to do.
• Also, if you dial the same exact number without the keyboard but with the mouse instead, does it work?

 

[PeterM]

Hi there.

- It seems to be only affecting external calls.
- We are calling customers so there is no way of knowing what they are using for IVR. They are trying to reach specific extension of the callee. I have a video recording from one of our users actually using the mouse and dialer app and it appears that each keystroke on the pad results in multiple entries. When person tries to dial 229 you can hear that IVR responds that extension 2222999 is incorrect.
- It appears that problem also appears when people dial with the mouse.

WHat is even more puzzling is the fact that the same user that experience issues described above, tired to use 3CX app on his cell and it work fine. Also, he tried to dial the same customer with the Desktop app using mouse and keyboard later and everything worked fine.

 

[ChrisC_3CX]

I'll PM you for a bit more information on this.