Calls going to Out of office hours VM during office hours

[kirantekne]

Hi There,

I have a weird question.
I had setup an Out of office Voicemail in several different ways on a recently setup 3cx system but atleast once or twice a day there are complaints that during the day the incoming calls goes straight to that OOO recording.

The first way: I set it up as a Digital receptionist and added recording there and set the inbound rules to go to that IVR at out of office hours.
Second way: I removed the recording from Digital receptionist and instead set it up as the reception extensions's DND Voicemail section as I have used the Auto switch option in forwarding rules. Hence at the end of day when extension changes to DND it goes to that recording.

Both of these way work fine after office hours. However there are customers calling and I experienced myself that during the day the out of office recording is getting played once the mainline is dialed.

When i search that call made in call logs - (me or the customer calling the mainline at those different times) call logs show none of those entries.

The current inbound calls setup goes like this; when mainline gets rung it goes to two extensions in a ring group. if they dont answer it goes to another ring group and then another ring group after that.

So Im not sure where this issues is occurring from. Can someone help?

Currently I have just removed that recording and set the inbound rule to end call after office hours.

Regards
Kiran

 

[ChrisC_3CX]

Just so that we first get a better understanding of your setup, could you first provide the following info?
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also, since you set it to "End Call" have you had any reports for calls being ended abruptly suggesting that this routing is randomly getting triggered?

 

[kirantekne]

• 3CX Version, Professional Annual 16.0.9
• Server OS, Linux
• Is the 3CX Server Hosted and where? Azure
• IP Phone Make/Model/Firmware: Yealink T54W
• Provisioning Method: Local / VPN / STUN / SBC: STUN
• Trunk Provider or Gateway Make/Model: 2talk
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

I have figured out where issue was coming from as I couldnt see the calls having issues in 3cx log. I noticed activity on SIP provider where the SIP registration IP was changing from the 3cx hosted server to local Static IP.
And the recording that was being played was initially setup on SIP provider portal before we moved to 3cx. Hence i have removed that recording.

Just one question what is the best way of setting up Out of office voicemail as Im using a ring group when main line is called? Should i be choosing a dummy extension or can I use Digital receptionist for this?

 

[ChrisC_3CX]

Glad to hear you identified the issue.

If you are already using the profile auto-switching feature and the Out of Office voicemails are meant to go to an already existing extension, such as the receptionist extension, then I think setting up the DND voicemail greeting for that extension to be the message you want to be played and then have inbound calls routed to that extension's voicemail, during Out of Office hours, is the way to go.

 

[kirantekne]

Glad to hear you identified the issue.

If you are already using the profile auto-switching feature and the Out of Office voicemails are meant to go to an already existing extension, such as the receptionist extension, then I think setting up the DND voicemail greeting for that extension to be the message you want to be played and then have inbound calls routed to that extension's voicemail, during Out of Office hours, is the way to go.

Okay thanks Chris, I will set this up again now that we haven't had any further complaints.