3CX Voicemails

[StevenLJT]

Hi All

We have a client who are using 3CX, they are having an issue with their voicemails showing as the receptionist user when a call is transferred instead of the original caller. This makes it difficult for the user as they are not sure which number to call back.

The calls go through to reception first before being passed onto the users - they are performing a blind transfer to the user’s voicemail. This is happening for everyone.

Any help on this would be greatly appreciated.

Thanks

 

[VoIPTools]

In the voicemail prompt ask the caller to leave their name and number. That's pretty standard for leaving a voicemail. If you need to extract the caller's phone number from the audio, we can do that using AI with our 3CX Voicemail Manager.

 

[StevenLJT]

In the voicemail prompt ask the caller to leave their name and number. That's pretty standard for leaving a voicemail. If you need to extract the caller's phone number from the audio, we can do that using AI with our 3CX Voicemail Manager.

Thanks for the response.

They have been leaving their name and number in the voicemail, but I assume they would prefer the voicemail file to show the original caller number, not the name of the receptionist.

 

[VoIPTools]

We do not have any control over how 3CX decides to name the file. However, with call recordings I know in the past prepending/appending queue names and trunk names to the caller ID information affected the file names. I do not know if that is still the case, or whether that applies to the voicemail files.

 

[StevenLJT]

Interestingly, I have one user say that the voicemail attachment on the email they receive has the original caller number; but for another this is not the case. Though in 3CX for both users, voicemails only show the username of the receptionist.

I do not think call recording could be the issue as this is disabled for all users.

 

[VoIPTools]

My point was not whether recording phone calls would effect your voicemail process, rather, my comment was intended to question whether how 3CX names recording files also applies to how they name voicemail files. For example, does naming an inbound route affect the name of the voicemail file in the same way it does recording files.

 

[VoIPTools]

There is a Call Control API for getting voicemail attributes. Maybe that would provide different information, or additional information? We use events to tell us when a voicemail is created, then an API to get the details about the voicemail. Honestly, parsing the file name may not be the best way to get the details of a voicemail, but using events and APIs is a LOT more work, to be sure...

 

[amosm]

Did you find a solution to this? Under v18 the voicemail file had the caller number; now ours has the reception extension name/number.