Unexpected extensions receiving Call Queue calls

[MPServeline]

Hi all,

I'm looking into an issue with a Call Queue (456) having problems receiving some calls. I have looked all over and can't work out why calls to their DDI are going to other extensions. That call queue has just three users in it (109,110 & 111). I checked all their forwarding etc. and no reference to the other extensions showing in the inbound call log for that specific DDI assigned to that call queue. So the inclusion of 100 I can't work out. 103 is the voicemail and destination if no answer on 456.
They are in the DEFAULT department along with a number of other users and the office hours are set to 10am to 5pm
Ext 100 isn't even used, I checked and there were no active logins and no phones assigned to that extension at present.
The only connection I can possibly see is that 109 is also in queue 457 which has a different DDI and where 100 gets notifications as a supervisor?

 

[KyriacosS_3CX]

Hi,

Let us know PBX version and deployment type, and if possible a bit of verbose logs from such a call.

Even screenshots of all config pages, but that might be a little overkill until there is some clue as to why this behaviour happens for you.

 

[MPServeline]

Hi Kyriacos,

It's Version 20.0 Update 7 (Build 1057 Release) Professional Annual 4 Simultaneous Calls Hosted by 3CX



I went into reports and call logs but when I try and get further details on the specific calls it's all greyed out?

 

[KyriacosS_3CX]

Can we check all the settings for user 103? Does that user have active Voicemail? Do they have any diverts for any condition - DND, not registered etc that point to 100?

 

[MPServeline]

Thanks, I've had a look at 103 and can't find any connection to 100. All forwarding options just go to Voicemail:

 

[KyriacosS_3CX]

We've covered all the really obvious stuff, at this point I do think a ticket, where the team can have a deeper look is the best path to a solution.

 

[MPServeline]

Thanks Kyriacos. will do.