Voicemail Issues

[Tahir]

Hi all,

Was wondering if someone could assist.

I currently have the operator extension setup to receive voicemails, this has been working fine and everyone uses that extension to check voicemails via the handsets. I have a few users who don't check voicemails from their extensions so under 'Forwarding Rules' of that users extension I have set the following:

- INTERNAL CALLS - If I am busy or my phone is unregistered, forward calls to: '0000 Operator Extension'
- EXTERNAL CALLS - After timeout forward external calls to: 'Forward to Extensions Voicemail: 0000 Operator Extension'
- EXTERNAL CALLS - If I am busy or my phone is unregistered, forward calls to:000 Operator Extension'

Under the users extension for Voicemail, I had set this to disabled initially but found it would say 'Voicemail for the extension is disabled' and then hangup. I have now enabled it but the voicemails are not being redirected to the '000 Operator Extension' but instead going to the users own voicemail.

How can I set the above to work as expected so voicemails are correctly forwarded to the'0000 Operator Extension' so they have a single place to check for voicemails via their phone handsets?

 

[Saqqara]

Call flow will always follow the forwarding rules, if you forward calls to 0000 extension unanswered calls to 0000 will go to 0000 voicemail.

Not sure what you require is possible

 

[Tahir]

This is not correct, the point I am making above is the call flow is not following the forwarding rules at present.

I have calls to extension 0004 which should be forwarding all voicemails to extension 0000 however this is not occurring and they are instead being left on extension 0004.

What i require is the voicemails to be left on extension 0000 if someone internal or external calls extension 0004. The forwarding rules that are supposed to forward the voicemails on extension 0004 to 0000 are not working or being followed.

Theoretically this should be possible as it has the option to forward voicemails to another extensions voicemail but the rules do not appear to be applied and I am uncertain why.

 

[Saqqara]

Can you take a screenshot of the forwarding rule, and post it here

Also check the status of the extension within 3CX management console - Extension - Highlight Ext and click on 'Status' along the top.

 

[Tahir]

Please see attached.

 

[Tahir]

Anyone able to offer any assistance on this?

 

[Tahir]

Would be great if 3CX could maybe respond to the ticket if no one else could help!

 

[YiannisH_3CX]

Make sure that your extensions are set to available since that is the status you have configured your forwarding rules. You can do so by selecting an extension and clicking on the status button in the extensions tab.

 

[Tahir]

The extensions show green meaning they are available or am I mistaken?

 

[YiannisH_3CX]

Green extension means registered extensions. The status of the extension has nothing to do with that.
You can see the status extension either from the management console or via a web client.