Extension makes a direct call to Voice Mail Extension!

[NGSD - AnhHQ]

Hi everyone,

I'm having a small problem, my customer extension had made a call to the system voicemail extension (in our case ext 99999).

I still can't give her the right answer because, in theory, we can not make a direct call to 99999 (a system extension).

you can check the call report in this img.



please help me.

Thanks

 

[TheodorosG_3CX]

What is the exact question please?
Note that when the extension is accessing the voicemail it will call the internal extension number of the voicemail.

 

[NGSD - AnhHQ]

What is the exact question please?
Note that when the extension is accessing the voicemail it will call the internal extension number of the voicemail.

The customer is asking, "I didn't perform any actions related to listening to voicemail, nor can I directly call the voicemail extension. So why does the call report indicate that I spent over 40 minutes on a call to voicemail?"

And I also have an additional question: "If what you said is correct, does it mean that simply clicking on the voicemail menu tab, even without listening to any voicemails, will result in a call report showing that I called the voicemail extension 99999?"

 

[TheodorosG_3CX]

No opening the voicemail tab on your client will not call the voicemail.
From the report there is a call from the extension to the voicemail. Are you using an ip phone?

 

[NGSD - AnhHQ]

No opening the voicemail tab on your client will not call the voicemail.
From the report there is a call from the extension to the voicemail. Are you using an ip phone?

No, she only user 3CX for windows and 3CX mobile app

 

[TheodorosG_3CX]

To confirm what is the exact case this will require investigation with logs once it is reproduced although i can say that this is called from the user. Which 3CX Client you are using?

 

[NGSD - AnhHQ]

we're using 3CX Professional Annual product and 99999 is a system extension for voicemail. I've tried to call 99999 but nothing happened. I know that every time we hear voicemail, there is 99999 in the report. but not only this female client. I've checked and confirmed that there are still other users has a direct call to 99999 in the report and call log. But all users confirmed that they can not call 99999 and never make a direct call tho 99999 like this ever.