Extension and Voicemail DIDs

[prairie]

We have a user that when we receive a call, send it to the extension and the user does not pick up, the call goes to voice mail. When a call comes in from someone using that same user's DID, it never goes to voicemail. Any ideas?

 

[Saqqara]

couple of things to check.

The extension 'following rules' are set to same for internal and external calls.

Is the DDI number going direct to the extension and not using a ring group , using different routing

 

[leejor]

When a call comes in from someone using that same user's DID, it never goes to voicemail. Any ideas?

To be clear, the person calling in is originating the call from a device sending the same caller ID as the DID number they are dialling?

Check the 3CX Activity Log (compare a working an non-working call). It should show where the non-working call ends up, and possibly why.