Operator Extension - Receiving calls from somewhere

[carmen.leroux]

3CX Version: 16.0.8.9 on Debian

I have quite a big configuration for multiple branches. Each branch has a Reception extension, and all forwarding rules for external calls go back to Reception at each branch.

We are experiencing that some calls revert to the Operator, I can unfortunately not select one Operator because we have multiple branches running on the same 3CX system. The Operator extension is thus now a dummy extension that is not in use at all.

I have checked all config multiple times but I cannot see any config that specifies for calls to go to the Operator. But they still do.

I have the Transfer Back on Busy option enabled as follows:

 

[ChrisC_3CX]

We are experiencing that some calls revert to the Operator,

Have you happened to notice if this is happening only for a specific call flow? If yes, what is that call flow, please provide an example.

I have checked all config multiple times but I cannot see any config that specifies for calls to go to the Operator. But they still do.

In regards to configuration, you could perhaps check the routing on the SIP Trunk level which by default routes calls to the Operator extension (SIP Trunks >> Edit >> Route calls to). Do bear in mind that you can also reach the operator extension by simply pressing * while connected to a voicemail box. There is no way to disable this I'm afraid, but you can always just have the operator route calls somewhere else should a call ever be routed to it. You could for instance set an exception on the operator's forwarding rules that routes all calls to the main IVR if there is one.

 

[carmen.leroux]

Hi @ChrisC_3CX

Thank you for the quick response and advise. So except for the voicemail * option, there is no other way of getting to the Operator, is that correct?

 

[ChrisC_3CX]

Thank you for the quick response and advise. So except for the voicemail * option, there is no other way of getting to the Operator, is that correct?

Yes, though you could maybe review the call log and check whether the caller was connected to a vmail box right before they got routed to the operator extension to confirm this.

 

[carmen.leroux]

Thanks @ChrisC_3CX
Struggling to figure out when this happens. But will also have a look at the logs, thanks again!

 

[ChrisC_3CX]

Just want to add that, if you eventually need to investigate even further, you could always also check the activity log provided of course you at least track down such a call. You will have to first enable Verbose Logging from within "Dashboard >> Activity Log >> Settings" and then, once such a call occurs, check the Activity Log to trace the call and hopefully reach a conclusion. There is a "Filter" button that can help filter what information is displayed and therefore make it a bit more clearer.

 

[carmen.leroux]

Great, thanks @ChrisC_3CX
I will definitely give this a try

 

[ChrisC_3CX]

Do let us know how it goes!

 

[carmen.leroux]

Thanks @ChrisC_3CX

I definitely found some config issues under (SIP Trunks >> Edit >> Route calls to) as you suggested and rectified this. However, I saw some new calls coming in routing to the Operator Voicemail after the changes. Have not been able to figure it out, it happens rarely.

Will let you know as soon as I find the culprit.