How to configure direct extension dialling for users and groups

enable_debug('email')

function question(say, voice, timeout) 
    print("DEBUG: Starting IVR loop")
    
    local ivr = {} 
    local FIRST = 1  
    
    ivr[FIRST] = {} 
    ivr[FIRST].name = 'Extension' 
    
    -- Using \\d to safely capture any 4 digits
    ivr[FIRST].pattern = '^(\\d{4})#$' 
  
    local res = nil 
    while res == nil or res == false do 
        res = session.ivr(ivr, say, voice, timeout, 'myIVR') 
        
        if type(res) == "table" then
        else
            session.say(' Sorry that number is not a valid extension ') 
        end
    end 
    return res['value'] 
end 
 
function checkExtension(extension) 

    local userSoql = "SELECT nbavs__SipExtension__c FROM nbavs__User__c WHERE nbavs__SipExtension__c = '"..extension.."'" 
    local userSfRes = connector.sf_query(connectorId, userSoql, 'UserExtension') 
 
    if userSfRes == false then
    end
 
    local FIRST = 1
    if userSfRes ~= false and type(userSfRes) == "table" and userSfRes[FIRST] ~= nil then 
        return true 
    end 
    

    local groupSoql = "SELECT nbavs__Extension__c FROM nbavs__Group__c WHERE nbavs__Extension__c = '"..extension.."'"
    local groupSfRes = connector.sf_query(connectorId, groupSoql, 'GroupExtension')
    
    if groupSfRes == false then
    end
    
    if groupSfRes ~= false and type(groupSfRes) == "table" and groupSfRes[FIRST] ~= nil then
        return true
    end
    
    return false 
end 
 
function connect(extension) 
    local dialString = {} 
    local FIRST = 1
    
    dialString[FIRST] = {} 
    dialString[FIRST].method = "NUMBER" 
    dialString[FIRST].target = tostring(extension) 
    dialString[FIRST].start = 0 
    dialString[FIRST].timeout = 30 
    dialString[FIRST].screen = false 
 
    session.connect(dialString, 33) 
end 


local res = question(' Please Enter the Extension you wish to reach followed by the # Key', nil, 7000) 

if res and checkExtension(res) then 
    connect(res) 
else 
    session.say(' We are sorry, but that extension could not be found in the system. ')
    return false 
end 

return true

This function plays the TTS prompt and listens for the caller to enter 4 digits followed by #. It uses a regex pattern (^(\\d{4})#$) to validate the input. If the input doesn't match (e.g. fewer than 4 digits or no # key), the caller hears an error message and is prompted again in a loop.

Key parameters:

• say — the TTS message played to the caller.

• voice — the TTS voice to use (set to nil to use the account default).

• timeout — how long (in milliseconds) to wait for input before re-prompting.

This function runs two SOQL queries via the Salesforce Connector:

1. First, it queries the nbavs__User__c object for a user with a matching nbavs__SipExtension__c.

2. If no user is found, it queries the nbavs__Group__c object for a group with a matching nbavs__Extension__c.

If either query returns a result, the function returns true. Otherwise, it returns false.

This function builds a dial string targeting the matched extension number and connects the call using session.connect(). The call rings for 30 seconds before timing out.

Key parameters in the dial string:

• method — set to "NUMBER" to dial the extension directly.

• target — the extension number to connect to.

• timeout — ring duration in seconds (default: 30).

• screen — set to false (no call screening).

This means the IVR pattern is not matching the caller's input. Check that:

• The caller is pressing exactly 4 digits followed by #.

• The pattern in the script matches your extension length (default is 4 digits).

• The timeout value (7000 ms) is long enough for the caller to finish typing.

Check the following:

• The user/group extension field in Salesforce actually contains the value the caller entered (check for formatting differences).