calls from voicemail menu callback mis-sourced

[wispy]

I'm having an issue on multi-tenant boxes where when someone selects call back from within the voicemail, it's using basically a randon outbound caller ID. I've tried every trick I can think of.

it's not honoring department limits, ie, the user is in a deparment and only that department, there is a trunk on that department. The outbound calls end up taking a different trunk out.

I've searched around and it seems the explanation is that the voicemail system isn't within the user's context so it doesn't use their dial rules, but also isn't 'trapped' in a department.

currently on v20u9 with multi-company enabled.

I could live with it not being in the user's context, but it should really at least honor the department and/or the trunk the call came in on. customer is complaining that outbound calls from the voicemail system ( and only the voicemail system ) have a different client's number.

Any advice?
Thanks.

 

[KyriacosS_3CX]

Hello,
Can you let us know what, if any, Outbound rule do you have set for calls via voicemail?

For this feature to be used together with MCM, special care and planning are needed.

 

[wispy]

@KryiacosS_3CX I'm unclear on how to set an outbound rule for calls via voicemail explicitly, I don't see a filter in outbound rules
for that client, I have 4 outbound rules. a 7, 10, and 11 digit dial (US numbers) that adds +1xxx, +1, + respectively. And then another at the bottom for any '+' call with no prepend, assuming that a +19051234567 is in the correct format already. again, these are all assigned the client's department.

can you clarify what you meant by the voicemail outbound rule, and do you have a document I can read on the proper way to configure this?

 

[KyriacosS_3CX]

Hello,

If you check your logs, calls from voicemail will be shown to originate by a specific system extension 999,9999 etc, depending on what extension size you have.
The rule will be global, but you will be able to set a single, known DID as the origin of these calls.

 

[wispy]

I think I mechanically understand now. my department filters are effectively excluding the voicemail system letting the voicemail system find the first trunk option without a filter.

however, this makes for a real challenge for multi-tenancy. ie, tenant 1 and tenant 2 almost certainly don't want to share a voicemail caller ID. Also, I think the expectation of a user is that when they call back from the voicemail system, the caller ID that call arrived on or at least their own is what is sent.

how can I put a feature request in to have one of the following:
voicemail system store the original destination and use that trunk/caller id for outbound
voicemail system use the caller id of the user that is selecting the callback
voicemail system outbound routes as pictured above can have a department filter to accomodate multi-tenant more cleanly?