v20 - Dial '0' no longer working

[moonmotel]

Hi, in v18, we had an operator extension set for when people dialed '0' from their phone. This is not working in v20. The dummy extension has a SIP ID set as 0, same as v18. Any other settings we should check in v20?

 

[Alejandro_3CX]

Hi, could you please check that the Allow direct sip calling is enabled as shown in the pic below:

 

[moonmotel]

Hi, could you please check that the Allow direct sip calling is enabled as shown in the pic below:

View attachment 40256

Yes, "Allow Direct SIP calling" is checked. Setting carried over from v18, but its not working.

 

[Alejandro_3CX]

ok and the user has the SIP 0?

I have tested this scenario and it works.

by chance could you please validate that in parameters ----- sipdomain --- it is configured with the pbx fqdn.

 

[moonmotel]

ok and the user has the SIP 0?

I have tested this scenario and it works.

by chance could you please validate that in parameters ----- sipdomain --- it is configured with the pbx fqdn.

Yes, dummy extension is '100' and the SIP ID is set to '0' for this dummy extension.
SIPdomain is set to our fqdn "MASKED.mo.3cx.us".

For the 'dummy' extension, when I check "Rebound" for internal calls, I get the "voicemail not configured" message when I dial '0' from another extension... so dialing 0 is routing to dummy extension '100', but I want the call forwarded to IVR digital receptionist '802'. That is the part that is not working. How can we set DIAL 0 to route to Digital receptionist extension in v20.

We have it set same as in v18 "forward to external number" 802, but obviously its not routing to 802 IVR extension.

 

[Alejandro_3CX]

so dialing 0 is routing to dummy extension '100'

so the direct sip dialing works as expected.

You have another issue that is not related to the direct sip dialing.

The parameter Rebound must be used only when you are forwarding a call to an external number or mobile, when enabled the system will ring that number for 30 seconds, if the call is not answered in the destination, then the call is back but to the user's voicemail.

If you are going to use the rebound, then voicemail must be enabled and set in that user.

If this a dummy extension without registration, then configure the forwarding rule when not Registered to your IVR for both internal and external calls.

Have a good day!

 

[moonmotel]

so the direct sip dialing works as expected.

You have another issue that is not related to the direct sip dialing.

The parameter Rebound must be used only when you are forwarding a call to an external number or mobile, when enabled the system will ring that number for 30 seconds, if the call is not answered in the destination, then the call is back but to the user's voicemail.

If you are going to use the rebound, then voicemail must be enabled and set in that user.

If this a dummy extension without registration, then configure the forwarding rule when not Registered to your IVR for both internal and external calls.

Have a good day!

Can you provide an example on how to forward the dummy extension directly to IVR? The only way I was able to make it work was to forward the dummy extension to a DID and the DID is tied to the operators IVR. Not the most elegant workaround…

 

[Alejandro_3CX]

You have dummy unregistered extension. In the available status --- configure the not registered destination to system extension and select your IVR




If an internal or external user calls this extension, then it forwards to the IVR.

Now, I don't know what is your call flow and where or what escenarios you will use this dummy extension.

 

[moonmotel]

You have dummy unregistered extension. In the available status --- configure the not registered destination to system extension and select your IVR

View attachment 40271


If an internal or external user calls this extension, then it forwards to the IVR.

Now, I don't know what is your call flow and where or what escenarios you will use this dummy extension.

My ivr (digital receptionist) is not under system extension. Only 700 and 999 appear in the drop down as options. How can I make my ivrs available for forwarding from the dummy extension. Screenshot attached.

 

[Alejandro_3CX]

That is because the system extensions are hidden.

Go to system —- options and disable the parameter Hide System Extension, apply the changes.

Once done you will see the IVR available as system extension to forward calls.

 

[moonmotel]

That is because the system extensions are hidden.

Go to system —- options and disable the parameter Hide System Extension, apply the changes.

Once done you will see the IVR available as system extension to forward calls.

That did the trick. Thanks for your help!

 

[Alejandro_3CX]

That did the trick. Thanks for your help!

No problem, have a good one!