V20 upgrade - cannot edit one Digital Receptionist

[iamtheari]

I just completed the upgrade from V18 to V20. I have been working to verify and clean up settings so our call flow continues working. Unfortunately, our Reception IVR is listed but not editable. I can assign it to a department from the department page. The option to edit the digital receptionist is grayed out in the Call Handling page and clicking on its name does nothing. There is a command to delete the digital receptionist but I am not brave enough to click that. Other digital receptionists can be edited. Am I missing something that would enable editing this digital receptionist, including changing the recorded greeting or dial-able options?

 

[OlegR_3CX]

Hi there.
What was the type of your Digital Reception? Was it DTMF type?

 

[iamtheari]

I believe so. It included options to dial a handful of 4-digit codes to reach specific extensions.

 

[iamtheari]

I should add: The digital receptionist works fine when I call in. I can route calls into it, when I get connected to it I hear the recorded prompt and I can enter DTMF codes to get routed to the correct destinations. I just cannot edit it.

 

[SteveITS]

Couldn’t find a reference in a quick search but I’m pretty sure DTMF IVRs aren’t editable in v20. Similar to FXS pre-RC3 they import/migrate but aren’t in the panel. Hopefully a coming update.

 

[OlegR_3CX]

Indeed, DTMF IVRs are not there in V20 and that is why you can't re-edit them as a result.
Once you update from V18, the IVR will be there and transferred however you can't re-add the same type of IVR again.
In your case, you can use scripts, or CFD too.

 

[iamtheari]

Indeed, DTMF IVRs are not there in V20 and that is why you can't re-edit them as a result.
Once you update from V18, the IVR will be there and transferred however you can't re-add the same type of IVR again.
In your case, you can use scripts, or CFD too.

Thank you for those suggestions. Although I hope there is a future release that will restore the DTMF IVR functionality. I don't mind scripting but it seems odd to remove the user interface to a feature that works well and allows for such a good use case without scripting.

 

[OlegR_3CX]

@iamtheari
Let's wait for Update 1, and then we can take it from there and see the Road map for later, else it will be your only option.

 

[Merrick]

I should add: The digital receptionist works fine when I call in. I can route calls into it, when I get connected to it I hear the recorded prompt and I can enter DTMF codes to get routed to the correct destinations. I just cannot edit it.

We have a similar issue, but we had a office hours and out of hours IVR, the OOH IVR no longer worked on the OOH time. Aa real pain.... having to recreate them with standard. According to the Webinair the DTMF are no longer supported in v20. They should have just switched the DTMF to Standard in the upgrade process or made it a prerequisite check. The overall upgrade has so many errors and dropped settings from v18, seems like it was not fully tested or rushed (or both).

 

[Phone systems NZ]

Latest update V20 Update 1 beta 2 still not DTMF :-(

@3CX what is the official word on this, is the DTMF option coming back, and if so please can you give us an idea of when or which update?
Need to know what to do with sites that are using this feature before we have to upgrade them to V20.

Thanks.

 

[Merrick]

Latest update V20 Update 1 beta 2 still not DTMF :-(

@3CX what is the official word on this, is the DTMF option coming back, and if so please can you give us an idea of when or which update?
Need to know what to do with sites that are using this feature before we have to upgrade them to V20.

Thanks.

My understanding is that it is not coming back, according to the webinair at least. I recreated the IVR using standard to get around the issue of not being able to edit it, it still works with DTMF. Problem comes if you have an IVR that switches with time as the IVR didn't pick up the office hours, then again nor did my default profile have the office hours set, yet all other profiles did. That was dropped on the upgrade. My advice would be to change the IVR to standard before the upgrade, at least you wouldn't lose the ability to edit them.

 

[Phone systems NZ]

My understanding is that it is not coming back, according to the webinair at least. I recreated the IVR using standard to get around the issue of not being able to edit it, it still works with DTMF. Problem comes if you have an IVR that switches with time as the IVR didn't pick up the office hours, then again nor did my default profile have the office hours set, yet all other profiles did. That was dropped on the upgrade. My advice would be to change the IVR to standard before the upgrade, at least you wouldn't lose the ability to edit them.

if it's not coming back is there another way to block extension dialing from a digital receptionist?

 

[mike9055]

I just updated an aws ec2 18.9A to 20.2 and 1 DR is not editable, and it's NOT a DTMF Digital receptionist

I think this could be a permission issue

I can understand not being able to edit it, but i can't even open it to check the previous configuration...

 

[Koenzie]

We need DTMF... period.

It is not a option to not bring back DTMF, just fix this 3CX

 

[mike9055]

Please note that DTMF is now partially baked in the standard DR. Without doing anything if a caller dials a sequence matching an extension (in a standard ivr) you get routed to the corresponding extension. What is not possible at the moment, automatically, is routing to an extension not equal to the dialed dtfm, or routing a dialed sequence matching an existing extension to something else. For this you can use scripts, it's pretty simple text editing after all, what is missing in the related 3cx guide is how to correctly implement audio/messages in such script

 

[Koenzie]

Please note that DTMF is now partially baked in the standard DR. Without doing anything if a caller dials a sequence matching an extension (in a standard ivr) you get routed to the corresponding extension. What is not possible at the moment, automatically, is routing to an extension not equal to the dialed dtfm, or routing a dialed sequence matching an existing extension to something else. For this you can use scripts, it's pretty simple text editing after all, what is missing in the related 3cx guide is how to correctly implement audio/messages in such script

This does not cover our clients usecase unfortunaly.

 

[mike9055]

I'm curious, what is your client use case?
I'll help if i can
I also would like DTMF input to be back for the uses different from a DISA

 

[Koenzie]

I'm curious, what is your client use case?
I'll help if i can
I also would like DTMF input to be back for the uses different from a DISA

We use it to make special announcements behind a PIN code, but the pincode can be long or short depending on the customer, also sometimes the codes are layered. Ussing one code to get into a second ivr with other codes.

 

[mike9055]

You can use this
https://www.3cx.com/docs/call-processing-script-dtmf/
Just edit the text, copy and paste

 

[Koenzie]

You can use this
https://www.3cx.com/docs/call-processing-script-dtmf/
Just edit the text, copy and paste

No Sorry, we can't put Alpha versions on our customers systems, and this function is not availible on the latest stable.

Btw. We had a phonecall with 3CX about this issue and they basicly said that we are screwed, they are not going to provide a solution for us and have no workaround. The only way to fix this is to host a old version ourselfs without support. The whole reason we switched to hosted....... This is going to cost us a lot of money to fix things for our costumers and 3CX is just flicking us the finger and walking away. Not how a proffesional company should handle things.