Solved Calls getting routed to different queue

[qwujibo]

I have a client who has 2 different sites, each have a separate call queues. When a caller calls for Site 2 and there was no one available to pick up the phone in the queue for Site 2 the call is transferred to the voice mail of an extension under Site 1 instead. I double checked the settings and under "Destination if no answer" is set to forward to an extension in Site 2. Under the Agents tab. The Call Queue Agents are all extensions for Site 2. Has anyone encountered this issue or have any idea what could possibly cause this?

In the example below, caller called for Site 2 but was immediately connected to the Queue for Site 1

 

[leejor]

I would suggest looking at the Activity Log for any "clues" as to why this is happening. You may need to increase the detail of the logs, but even with the basic it will give more information than the call logs.

 

[YiannisH_3CX]

Hi @qwujibo

As @leejor mentioned the activity log of the PBX can help you track down the call step by step and see why it is ending up in the wrong destination. Also check that the original call does arrive in the correct Queue.

 

[qwujibo]

Thanks for the replies. I did end up downloading the 3CXIVR.log file found under dashboard > activity log > logs > instance and filtered to the time of the call and found that I had extensions routing to the other site. Typical user error

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for updating the thread with your solution.