Upgraded to V20, digital receptionist no longer working for one option

[KenTelektronics]

Hi,

One of our phone systems was upgraded from V18 to V20. This phone system had a digital receptionist set up where one of the existing options went to a ring group that had one extension assigned. This extension would then forward to an external AI provider.

Now that we've updated to V20 this no longer works. Effectively the forward starts but all that happens is the music on hold starts to play.

Any suggestions?

 

[leejor]

Does the same thing occur on both external and internal calls?
If you call the ring group directly, does the call route as desired?
If it doesn't, then try a call direct to the destination extension that has the forwarding.
Have you looked at the 3CX Activity Log?

 

[SteveITS]

Does it work if you skip the ring group and just send the call to the extension? (or, if you call that ext. directly?)

 

[KenTelektronics]

Does it work if you skip the ring group and just send the call to the extension? (or, if you call that ext. directly?)

I tried that and still the same thing happens. We ended up doing a work around and building a dedicated outbound calling rule that only use that is only valid for that extension to use. I figure it's probably something with outbound calling rules but haven't had luck tracking it down yet.

 

[leejor]

Did you look at the Activity Log for a failed call? That will tell you why it didn't go through.

 

[SteveITS]

I just tested a client with a similar arrangement and it forwarded out. When setting it up I had to allow the conference bridge extension to call out, I do recall that, but that was in v18. Or maybe 16, ha.