Ring groups transferring to voicemail ring single extension instead

[SupportCCC]

For multiple ring groups, it is set to transfer to an extensions voicemail if no one in the ring group answers. Somehow, after the call enters voicemail it is sent to ext. 101. Different ring groups routed to different voicemail boxes do the same thing.

Other issues are reported by the client, such as callers getting sent to the wrong destinations from IVR. For the life of me I am not able to recreate these issues myself, but they are happening constantly.

 

[ChrisC_3CX]

For multiple ring groups, it is set to transfer to an extensions voicemail if no one in the ring group answers. Somehow, after the call enters voicemail it is sent to ext. 101. Different ring groups routed to different voicemail boxes do the same thing.

Regarding the issue with calls getting sent to extension's 101 voicemail, it may be that extension 101 is set as the Operator extension and callers are pressing *(asterisk) while listening to the voicemail message of the original vmail box. You can check which extension is set as the operator of the 3CX PBX by navigating to "Settings >> General", check what is set in "Operator Extension". If this is the case, you could maybe have the operator extension forwarding rules end the call and change the voicemail prompt of the voicemail accordingly.

Other issues are reported by the client, such as callers getting sent to the wrong destinations from IVR. For the life of me I am not able to recreate these issues myself, but they are happening constantly.

Regarding calls reaching other destinations from the IVR, it may have to do with the "IVR Direct dial" feature which allows callers to dial an extension number while in the IVR and get directly connected to them. What you could do to determine if this is the cause, is change the IVR type from "Standard" to "DTMF Input". An IVR of type "DTMF Input" does not allow direct dialing so the issue should stop occurring once you make the switch.

 

[SupportCCC]

Regarding the issue with calls getting sent to extension's 101 voicemail, it may be that extension 101 is set as the Operator extension and callers are pressing *(asterisk) while listening to the voicemail message of the original vmail box. You can check which extension is set as the operator of the 3CX PBX by navigating to "Settings >> General", check what is set in "Operator Extension". If this is the case, you could maybe have the operator extension forwarding rules end the call and change the voicemail prompt of the voicemail accordingly.


Regarding calls reaching other destinations from the IVR, it may have to do with the "IVR Direct dial" feature which allows callers to dial an extension number while in the IVR and get directly connected to them. What you could do to determine if this is the cause, is change the IVR type from "Standard" to "DTMF Input". An IVR of type "DTMF Input" does not allow direct dialing so the issue should stop occurring once you make the switch.

Thank you so much, and sorry for the late response. I think this is exactly what's been happening. The default voicemail greeting instructs people to press star to speak to the operator, which was indeed 101. I am working with the client to replace the greetings.

The IVR is indeed set to standard. I will switch this and see if it helps.

 

[ChrisC_3CX]

@SupportCCC
Great! Let us know what happens!