Multi tennant setting issue

[Ocean Support]

There seems to be with the setting for “Calls transferred from voicemail will be routed here” located in System > Voicemail on a multi-tenant instance.

Turning this setting off does not have any effect. With the setting switched off callers are still able to press * and have their call diverted from the voicemail to a user.

The problem with this is that since it is a multi tenant we had calls coming from multiple of our customers to the system admin account which us used by us to manage the system for our customers.

 

[Alejandro_3CX]

Hi @Ocean Support since this is a multi tenant by default the operation extension option in the voicemail is disabled. This is only for dedicated systems. They need to record their own VM greeting too.

 

[Ocean Support]

Hi @Ocean Support since this is a multi tenant by default the operation extension option in the voicemail is disabled. This is only for dedicated systems. They need to record their own VM greeting too.

The setting is not disabled. It can be toggled on and off as normal.



The problem is even with custom greetings and the option unselected (turned off) the functionality still remains callers are still pressing * even with no voice prompt telling them to "press * to speak to the operator" leading a customers call to direct to our system admin extension.

 

[Alejandro_3CX]

Hi @Ocean Support yes, even if you try to enable or disable it, the parameter automatically reverts to disabled when you check back. This is because that setting is not supported in a multi-tenant environment.

Additionally, dialing * to reach the operator is only available on dedicated systems. As previously mentioned, users must record their own voicemail greeting to prevent the default system message from playing.

 

[Ocean Support]

Hi @Ocean Support yes, even if you try to enable or disable it, the parameter automatically reverts to disabled when you check back. This is because that setting is not supported in a multi-tenant environment.

Additionally, dialing * to reach the operator is only available on dedicated systems. As previously mentioned, users must record their own voicemail greeting to prevent the default system message from playing.

On my Multi tenant instance dialling * still transfers to the operator

 

[Alejandro_3CX]

Hi @Ocean Support, I tested this on my end, and pressing * triggers the "call transfer failed" prompt, it does not transfer to the operator.

The behavior that you mention usually indicates an MCM configuration issue. Please verify the following settings:

1. System Owner / Operator isolation: The default System Owner extension (operator) must be isolated and not grouped with other departments.
2. Extension ranges: Ensure an extension range is defined for each individual department.
3. User assignment: Make sure users are assigned to only one department and not duplicated across multiple ones.

If you still experience this issue after checking these settings, please open a support ticket so we can take a closer look.

Have good one!

 

[Charles_3CX]

With queues, this works independently of the voicemail operator function. When you press * while waiting in a queue, it sends the call to the 'destination if no answer'. I'm afraid this is set by default and cannot be disabled.

 

[Ocean Support]

With queues, this works independently of the voicemail operator function. When you press * while waiting in a queue, it sends the call to the 'destination if no answer'. I'm afraid this is set by default and cannot be disabled.

Hi Charles

The Destination if no answer is set to the voicemail of the queue

 

[Charles_3CX]

Can you please open a support ticket so that we can request a test to check this properly via the logs, as in the forum we are limited to what we can see or check?

 

[Alejandro_3CX]

Hi @Ocean Support please focus in what I have mentioned before.

Your system owner who is the operator extension must be ISOLATED, that user should not be in the same department of user 4600.