Queue activate voice mail without reason

[RobbeB]

Hi,

I have a 3xc system with an issue.
There is a queue with 2 persons.
After 30s the call goes to an other queue.
For some reason the call goes sometimes to a vmail from one of this users. "voicemail disabled for this extension"
The vmail from this user is not enabled en no forwarding rule goes to the vmail.
Any idea what the problem could be?

 

[VasilisV_3CX]

Hi @RobbeB,

Have you run a capture to check the flow of the call, and can you verify that it does route from External >> Queue >> Voicemail of Extension that is in Queue?

Are you receiving any emails with an attached voicemail for that extension that has the messages forward to it's Voicemail box?

What do you have set in the Destination if no Answer field in the Queue and what is the Ring Time (seconds) set to and what is the Maximum Queue Wait Time (seconds) set to?

 

[RobbeB]

Hi @VasilisV_3CX ,

Thanks for your response!
I have set the activity log settings on "verbose". I will wait for the next vmail.
If i look at the call log i see IVR --> extension with office hours --> Q_withTwoPeople --> Person (3seconds) --> vmail (id from the person)

No, there are no voicemail emails. (voice mail is not enabled)

Ring time and queue wait time is set on 30 seconds.
The destination if no answer is an other queue with 8 people.

 

[VasilisV_3CX]

Hi @RobbeB,

Can we confirm that the extension isn't sending the calls to voicemail by pressing the Voicemail button when the calls come in? What should be happening is that the extension is polled over and over even if they reject the call till the Destination if no answer timeout is reached. The only way I can see this happening right now is if they press the button to force it.

 

[RobbeB]

Hi @VasilisV_3CX ,
Is there a voicemail button on a Yealink SIP-T46S?
She is also using a wireless headset.

 

[VasilisV_3CX]

Hi @RobbeB,

Yes, pressing the Reject button on the Yealink T46S will divert the call to whatever the "If I am busy or my phone is unregistered, forward calls to:" is set to, which by default is voicemail. Hitting a reject button on the wireless headset if it has one configured would do the same thing.

 

[RobbeB]

Hi @VasilisV_3CX ,
Thanks.
Is this the away, dnd, ... function in 3cx?
Because there is no status set to voicemail for this person.

 

[VasilisV_3CX]

Hi @RobbeB,

Actually let me amend the above and refocus here, to clarify the Reject will not work in this case, as they're being polled while in a queue. So Reject is out unless it's a direct call. I've been able to replicate this BUT only by having the Web Client logged in as well and clicking the VM button manually.


Is the user by any chance logged in on a Web Client as well?

 

[RobbeB]

Hi @VasilisV_3CX ,
The user is logged in on a web client and a physical phone.

 

[VasilisV_3CX]

Hi @RobbeB,

I believe that's how it's happening. The user is clicking the VM button. Can you confirm if this is true or not?

 

[RobbeB]

Hi @VasilisV_3CX ,

I will ask the user if she does that.
Thank you for your help!
I come back if i have an answer.