Voicemail being reached even though it shouldn't

[bva_d]

Hello, we have a small problem with callers being greeted with the prompt to leave a voicemail message even though they shouldn't reach voicemail on that extension.
Forwarding Rules for the extension:

Internal Calls:
(20 sec timeout)
Timeout: End Call
Busy: End Call
External Calls:
Timeout: Forward to Central Queue
Busy: Forward to Central Queue
(Accept multiple calls is active)

It seems to happen when one of the agents from the central queue does an unattended transfer to this extension and the call is not answered in those 20 sec. We would expect the call to be transferred back to the central queue.

DND on that extension transfers to central queue too.
Timeout on the central queue ends call.

 

[ChrisC_3CX]

That is indeed strange, though there might be a logical explanation to why this is happening.

• To whose voicemail are calls being connected to? Check the Call log to figure this out. Actually review the Call log a bit for entries around that call that might shed some light on the matter.

It seems to happen when one of the agents from the central queue does an unattended transfer to this extension and the call is not answered in those 20 sec

• Can you reproduce this at will?

• Check the extension for any exceptions in the forwarding rules section and also make absolutely sure the extension is currently in Available Profile status to avoid confusion.