Call flow diagnostic

[Tyler.Calhoun]

Hello,
I have a quick question.
some calls that call a queue are forwarded to a mailbox.
But this should not happen. There are agents logged into the queue and set to skill based routing - ring all.
How can I find out why this is happening?

Thanks

 

[VasilisV_3CX]

Hi @Tyler.Calhoun,

I believe using our reports would shed more light on what is going on. Maybe run a Call Report where the TO field is your Call Queue number and see what reasons are given.

 

[Tyler.Calhoun]

Hey,
thanks a lot for your quick feedback.
I have looked at the call report.

But I can't see why the mailbox of extension 01703 is used.

Do you have any idea where I could look?





Edit:
Is there possibly a user manual for the binlogviewer?
The tool is really very interesting but complicated
I would like to help myself in the future

 

[VasilisV_3CX]

Hi @Tyler.Calhoun,

The Call Report should give you a play by play as to what happened to the call and who initiated it.

For example, I call 801 internally from 102:



Agent 103 hits a divert to VoiceMail, here it tells you that Queue was replaced by the VMail of 103 in the Reason column.