Mysterious call forwarding

[David Liddle]

Greetings, all ... I have a troubling situation that I need your help with.

I am getting periodic reports from one staff member that a call allegedly made to our trunk number has been forwarded either to her internal extension or to the extension and further on to her private number. When—long after the fact—I take a simple look into the settings and logs, I can find no reason for this behavior to have occurred. The call log shows the originating number and the staff member's private number. My question is:

Where can I find more detailed information about the call flow that was applied, after I get a report that it has happened again?

Or perhaps I should ask how I lay a "trap" for such calls, infrequent as they are?

I am happy to provide further information when necessary and helpful. Thank you for giving my little conundrum your attention!

 

[JohnS_3CX]

Hi David,

It might be a bit tricky to "catch" this in the act. After checking your settings, my advice is check them again. I cannot tell you how many times I double checked only to find that I missed a detail thinking all was good

What you can do in order to get rich logs, is go to Activity Log, and turn on Verbose logging from its Settings. If the logs don't tell you a full story, you can download a Support Info file from your PBX (top right corner drop down menu) and spend some time analyzing it in the Bin Log viewer.
https://www.3cx.com/docs/3cx-log-viewer/

This is an advanced tool with a lot of information, you can filter a specific call and see the routing it took

 

[Alphabetic]

Have you checked her forwarding for all her EXT statuses?

 

[JohnS_3CX]

There is also the possibility that a deskphone has manual forwarding enabled (which the PBX is not doing so it won't appear on the settings)