upgrade v16 to 18.0 (Build 314)

[francescop]

after upgrading from v16 to v18 Build 314, i have problems with ivr.
when the call is received if I select the option set in the standard ivr menu it does not work, but if enter the number of any extension it works.
it is not a problem related to the DTMF tones, the problem occurs even if I call the number of the ivr from a inside the pbx.

 

[Evolute IT]

after upgrading from v16 to v18 Build 314, i have problems with ivr.
when the call is received if I select the option set in the standard ivr menu it does not work, but if enter the number of any extension it works.
it is not a problem related to the DTMF tones, the problem occurs even if I call the number of the ivr from a inside the pbx.

1. Which type of IVR did you use?
2. Make sure it is still configured.
3. Are you getting any errors when dialing?
4. Make sure to have updated the system prompts for your language.

 

[francescop]

the ivr is of the standard type, it is configured correctly and when I call it works, when I select the menu numbers it stays still, but if I type an extension number it works, I have not found any errors and the prompt is in the correct language. I made a backup of the 3cx v16, installed the new vm 3cx 18 and imported the configuration backup.

 

[Evolute IT]

the ivr is of the standard type, it is configured correctly and when I call it works, when I select the menu numbers it stays still, but if I type an extension number it works, I have not found any errors and the prompt is in the correct language. I made a backup of the 3cx v16, installed the new vm 3cx 18 and imported the configuration backup.

Can you try simply recreating the IVR? Meaning, delete it and make a new one with the same config.

 

[francescop]

I created a new ivr with the same characteristics and it doesn't work, it seems that the problem occurred after importing the configuration.
luckily I have the virtual machine with 3cx v16 if I don't find a solution I turn off the vm with 18 and I turn on the vm with v16

 

[Evolute IT]

I created a new ivr with the same characteristics and it doesn't work, it seems that the problem occurred after importing the configuration.
luckily I have the virtual machine with 3cx v16 if I don't find a solution I turn off the vm with 18 and I turn on the vm with v16

This sounds like the system had issues before the upgrade. Was the v16 system modified in any ways? Like edited parameters?

Even if you call the IVR internally, you still can't execute the 0-9 options?

 

[francescop]

the v16 system worked without problems and had no particular modifications. from extension the options from 0-9 do not work, but strangely if I enter an extension for example 250 the call is forwarded to extension

 

[NickD_3CX]

I agree with what @ConceptsWeb said, first thing you should check is under Setttings --> System Prompt, and check if there is anything outdated and install the prompt update.

Now you said that single options don't work. It could in fact be a problem with the specific target, not the IVR.
If you create a new Digital Receptionist and set option "1" to something safe, like "Connect to Extension" and select "999", does that work?

If you want a more targeted approach, set your 3CX to Verbose logging, then make another test call to the IVR and press the digit, then go to Dashboard --> Activity Log --> Logs --> Instance and open "3CXIVR.log". In here you should see the IVR input and also the decission-making of the IVR and it could give you some clue why it is failing.