I recently began administering FreePBX at my workplace, and we are experiencing intermittent issues with inbound calls selecting extensions from the menu.
When someone calls in and tries to select an option from the menu, one of three things usually happens:
When selecting the desired extension from the menu, nothing happens. For example: If someone selects ‘1’, the menu keeps going on as if nothing was pressed. If they keep pressing it, it will eventually bring them to the extension.
When selecting the extension, a recording states “I’m sorry, that is not a valid extension. Please try again.” Upon trying again, it will either repeat the message, or go through to the extension.
It works. When someone selects an option, it goes right to that extension.
Any ideas on what I should look at? What information could I share to help get to the bottom of this?
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I also have been testing calling extensions internally. When I dial our number from an internal phone, I can select any extension at any time during the IVR menu, and it works consistently. The issue is isolated to incoming calls only.
I placed another inbound test call, and here is what I found under the ‘Asterisk Logfiles’ tab:
[2020-03-31 12:05:56] DTMF[2004][C-000009db] channel.c: DTMF begin ‘1’ received on DAHDI/i1/6086387064-96a
[2020-03-31 12:05:56] DTMF[2004][C-000009db] channel.c: DTMF begin ignored ‘1’ on DAHDI/i1/6086387064-96a
[2020-03-31 12:05:56] WARNING[1684] res_musiconhold.c: poll() failed: Interrupted system call
[2020-03-31 12:05:56] DTMF[2004][C-000009db] channel.c: DTMF end ‘1’ received on DAHDI/i1/6086387064-96a, duration 25 ms
[2020-03-31 12:05:56] DTMF[2004][C-000009db] channel.c: DTMF end passthrough ‘1’ on DAHDI/i1/6086387064-96a
I have also isolated the problem to selecting options 1, 2 or 3 in the IVR. 4, 5, 6 and 9 all seem to work consistently, and can be selected at any time successfully. 1, 2, and 3 consistently do not work when selected, and after selecting the number multiple times, either begin to work or the “I’m sorry, that is not a valid extension” message plays.