The Call Report Shows "Picked up by VMail".

[Cal4care | RA]

Actually, We have disabled the Voicemail for all extensions and never made any forwarding rule to Voicemail even all the profile status. But when the Queue call comes through, finally I heard Voicemail disable for this extension. but the queue Ring Time (Seconds) 900 and Maximum Queue Wait Time (seconds) 1800.



Any reason why the Queue Call Replaced by Vmail (101) before 1800 sec??

 

[NickD_3CX]

Hi!

There are a few reason why this could happen, assuming that the Destination if not answer of this Queue is in fact the Ext 101.

It could be that while a Caller was waiting in the Queue, all agents logged out and call was sent to Destination no Answer.
Another way is if the Caller press the * DTMF while waiting in the Queue, which transfers them directly to the Destination no Answer.

 

[Cal4care | RA]

Thanks, Nick. But we made if destination no answer the call will route to 101 ext. See the 1st Image.




Ext: 101 If available and Queue login:




In this case when I tried call, its say Voicemail disable for this extension.. How come the call went to Voicemail instead of Forwarding Rules as above?




Thanks,
RA.

 

[NickD_3CX]

Was Ext 101 In the "Available" profile? You are showing the Forwarding Rules for "Available", but maybe Ext 101 was in "Away"?

That would also explain why there is 0 ringing time.

 

[Cal4care | RA]

Hi Nick,

NO, when i made a test call it was in Available status and please see the "Away" status Forwarding rule below



FYI, I did external call. Please advice..

Thanks,
RA.

 

[NickD_3CX]

Hi!

I cannot, without logs I am only guessing why this could have happened and have said a few examples.
There is nothing telling me that the settings weren't altered at some point and that is why this happened and showed up.

Remember, Reports show you WHAT happened, not WHY it happened necessarily.

For the "Why", check the logs for that date if they have not rolled over yet, or contact 3CX Support so they can try and explain this for you.