Digital Receptionist and "VMail replaced" problem

[Leo_B]

Hello y'all,

I need help figuring out one issue. In 3CX version 20.0 Update 5, I’ve configured an IVR/Digital Receptionist, and during troubleshooting I discovered that when trying to leave a voicemail, the system, for some unknown reason, switches from the IVR-defined extension to the voicemail of extension 100.

At the top part of the screenshot, you can see a snippet from the log: the incoming call is answered by the IVR, the caller selects option two, and after 20 seconds of waiting, the call is forwarded to voicemail 202. Immediately after that, it is replaced with extension 100. At the same time, extension 100 does not appear anywhere in the settings except System > Voicemail section (bottom part of the screenshot)."

Eventually, the issue was resolved only by disabling extension 100. The question is: what could be the cause of such strange behavior?

Thank you in advance for any answers or suggestions!

 

[Charles_3CX]

When a caller reaches an extension’s voicemail, they can press * to be transferred to the destination configured under the "Calls transferred from voicemail will be routed here" setting, as shown in your second screenshot.

Please note that this * option cannot be disabled currently. However, users can record a custom voicemail greeting that does not mention the * option. While this may discourage most callers from using it, if a caller is already aware of the feature, they will still be able to press * and be transferred accordingly.

 

[Colby D.]

In Update 6 you actually can disable the calls transferred option, doesn't solve the issue today but that update should be released shortly

Another option is to set it such that the extension has a forwarding exception to an ivr or other destination

 

[Charles_3CX]

In Update 6 you actually can disable the calls transferred option, doesn't solve the issue today but that update should be released shortly

Another option is to set it such that the extension has a forwarding exception to an ivr or other destination
View attachment 48070

This is correct. Please note that update 6 is still only a beta release and is not meant for production use. Three updates are needed to reach the least updated 6 RC 2 version from update 5.

 

[Leo_B]

When a caller reaches an extension’s voicemail, they can press * to be transferred to the destination configured under the "Calls transferred from voicemail will be routed here" setting, as shown in your second screenshot.

Please note that this * option cannot be disabled currently. However, users can record a custom voicemail greeting that does not mention the * option. While this may discourage most callers from using it, if a caller is already aware of the feature, they will still be able to press * and be transferred accordingly.

Thank you for the explanation — your version sounds quite convincing, although it's the very first time in my 3CX experience I’ve seen users respond to a standard voicemail prompt by unanimously pressing *

 

[leejor]

I've seen other systems that will forward you to someone else in the same department, if the caller presses zero or *. Some callers may not appreciate going to voicemail, and were hoping that they might reach a real person if they "played" with the keypad.