Switchvox - Dialing extensions from IVR error: Sorry this extension is not valid
If you are able to dial some extensions but not all valid extensions in an IVR, you may receive this result: "Sorry this extension is not valid"
This message is caused by the extensions not being part of the IVR extensions dialing group.
To find out what group the IVR is using to dial extensions:
Go to Tools > IVR Editor > Select your IVR in question from the drop down list, click 'view'
Under 'Options' select 'Modify Options'.
Under the 'Enable Extension Dialing' section > 'Group containing valid extensions caller can dial': <group_name>
The above <group_name> will be the group that can be dialed from this IVR. Your extensions you wish to dial from this IVR need to be members of this group. If they are not part of the mentioned group, you will not be able to dial the extensions when callers in the above IVR.
To add extensions to the group:
Go to Setup > Groups > modify the group in question
Under 'Manage Group Members' click on the magnifying glass icon > Phone Extensions.
Locate the extension(s) in question then add them to the group
Save the group
You should now be able to dial the extensions from that IVR.