Redirected to Reception While Leaving Voicemail

[Travis Anderson]

Looking to see if anyone has seen this before.

One of our clients said someone called them and got their voicemail. While leaving the voicemail, the caller heard the hold music and then was transferred to the receptionist.

I know by default if you press * while leaving a voicemail you will get redirected to the operator. I noted this to the client, but they said this has happened before and they doubt * was pressed.

Any ideas?

 

[AWS2P]

To escape this, as I don't understand today why this is always an option in 3CX voicemail menu, I use a dummy extension with no voicemail enabled and ending call.
in general setting I change operator extension to dummy one.
Almost if callers try to press * to return to operator they are forwarded to dummy who end with no voicemail.

 

[Travis Anderson]

Thanks for the suggestion, but I don't really want to implement this. I am looking more for why/how this could happen.

 

[leejor]

You say that "they doubt" that * was pressed, but was that ever confirmed, or simply speculation? This should not happen out-of-the-blue, or there would quite a number of complaints.

 

[AWS2P]

Thanks for the suggestion, but I don't really want to implement this. I am looking more for why/how this could happen.

voice mail instructions are confusing for lots of people (most of the time , old ones) at the end it's asked to push * or # one to save message other to go back to operator, surely they press the wrong key and try to go back to operator.

on one client who wanted to answer customer calls only in the morning they were receiving calls in afternoon just because of this, clients found this way to go around office closed in afternoon.
So my customer ask me why incoming calls were ringing in afternoon, since I found it was the unique way to come back then I used dummy extension , since no more disturbing calls in afternoon.
this voicemail option is so stupid for me, it's something 3CX should remove or add a setting to enable or disable this.