Call not being transferred to VM

[jpenberthy]

For the life of me I cannot figure out why this call is doing this. Seems like they are trying to push an option to get out of VM. The extension 300 has a VM setup and works, so why is it rerouting to the operator VM extension?

3/28/2019 11:27	Caller ID (+15555555555)	IVR (900)	answered	0:00:01	0:00:51			IVR (900) replaced by VMail (300)
	Caller ID (+15555555555)	FSB (300)	unanswered	0:00:20	0:00:00			No answer, forwarded to VMail (300)
	Caller ID (+15555555555)	VMail (300)	answered	0:00:00	0:00:07			VMail (300) replaced by VMail (000)
	Caller ID (+15555555555)	APSU (000)	unanswered	0:00:00	0:00:00			Not registered, forwarded to VMail (000)
	Caller ID (+15555555555)	VMail (000)	answered	0:00:01	0:00:04			VMail (000) replaced by VMail (000)
	Caller ID (+15555555555)	APSU (000)	unanswered	0:00:00	0:00:00			Not registered, forwarded to VMail (000)
	Caller ID (+15555555555)	VMail (000)	answered	0:00:01	0:00:02			VMail (000) replaced by VMail (000)
	Caller ID (+15555555555)	APSU (000)	unanswered	0:00:00	0:00:00			Not registered, forwarded to VMail (000)
	Caller ID (+15555555555)	VMail (000)	answered	0:00:01	0:00:00			VMail (000) replaced by VMail (000)
	Caller ID (+15555555555)	APSU (000)	unanswered	0:00:00	0:00:00			Not registered, forwarded to VMail (000)
	Caller ID (+15555555555)	VMail (000)	answered	0:00:00	0:00:01			VMail (000) replaced by VMail (000)
	Caller ID (+15555555555)	APSU (000)	unanswered	0:00:00	0:00:00			Not registered, forwarded to VMail (000)
	Caller ID (+15555555555)	VMail (000)	answered	0:00:00	0:00:01			VMail (000) replaced by VMail (000)
	Caller ID (+15555555555)	APSU (000)	unanswered	0:00:00	0:00:00			Not registered, forwarded to VMail (000)
	Caller ID (+15555555555)	VMail (000)	answered	0:00:00	0:00:07			VMail (000) replaced by VMail (000)
	Caller ID (+15555555555)	APSU (000)	unanswered	0:00:00	0:00:00			Not registered, forwarded to VMail (000)
	Caller ID (+15555555555)	VMail (000)	answered	0:00:00	0:00:03			VMail (000) replaced by VMail (000)
	Caller ID (+15555555555)	APSU (000)	unanswered	0:00:00	0:00:00			Not registered, forwarded to VMail (000)
	Caller ID (+15555555555)	VMail (000)	answered	0:00:01	0:00:04			VMail (000) replaced by VMail (000)
	Caller ID (+15555555555)	APSU (000)	unanswered	0:00:00	0:00:00			Not registered, forwarded to VMail (000)
	Caller ID (+15555555555)	VMail (000)	answered	0:00:01	0:00:37	0:02:23	0	Terminated by Caller ID (+15555555555)

 

[leejor]

They are probably pressing # or perhaps zero, which, by default, routes to the operator extension. On some systems, a caller can be taken to another member of the same work group, if they reach someone's voicemail, and don't wish to leave a message.

 

[jpenberthy]

That is what I would assume, but I see this a lot. They go from being in a queue to going to VM with the timeout option.

 

[leejor]

Have you looked at the 3CX Activity Log, for one or more of the calls, it might shed some light on what is happening. Has anyone asked the caller, what they did?

 

[coastlinetech]

Not sure about going to VM from the queue, but what we see a lot is that if people don’t set their own custom vm greeting on their extension, they get the default generic 3cx greeting which does prompt the caller that they can press 0 to reach the operator.

For the life of me I don’t know why 3cx has that in a default greeting, but it’s there.

Need someone to feature request for it to be changed and taken out.

I’ve had a lot of customers complain about it too. No matter how much you tell the end user to record their own greeting, there’s always some users that don’t. As a workaround, we have the operator route to the general voice mailbox in case this happens so at least the voicemail gets left there and emailed to someone that will see/check it.