Call Report Question

[DrainBamaged]

Good Day,

I'm seeing the same issue on call reports for almost every call for a receptionist in a remote office.

Calls come in on the main line, go to a Q, then when not answered they go to reception. If the receptionist is busy it should go to reception voicemail. As you can see below, ext 100 voicemail seems to be looping. I'm wondering if this is due to ext 100 being set to only accept one call at a time, but didn't think that applied to voicemail...?

I see this on almost every call. Ideas?

 

[VasilisV_3CX]

Hi @DrainBamaged,

What you're seeing is someone pressing * when forwarded to the Voicemail menu, they're pressing it after 14 seconds, then 4 seconds the next time then 12 seconds and so on. This is all one call, you call the operator, then get forwarded to voicemail, press star and go back to the operator, which sends you back to voice mail and so on.

 

[DrainBamaged]

Hi VasilisV_3CX

I can see that happening on the odd call with an impatient user, but I'm seeing this on almost every call to reception. I can sent you the raw report if you want to see it.

 

[VasilisV_3CX]

Hi @DrainBamaged,

Can you find a call that did this, make a note of the time that it began the above repetitions between voicemail and reception, then check the IVR log to see if someone pressed a DTMF key or not?

The IVR log can be found from the Dashboard >> Activity Logs >> Logs >> Instance >> 3CXIVR.log