Voicemail push * forward to another Queue

[MARC LAVANTY]

Hello,

I have a 3CX server for 4 agency.

When i have this process.

External CALL -- > Ring xx secondes -> Voice mail

The Voice mail indicate push * for contact operator

If i push * -> 3CX forward my call to another queue

What is wrong ?

Thanks

 

[VasilisV_3CX]

Hi @MARC LAVANTY,

Check where you've chosen the callers who transfer out of Voicemail to point towards.

You can check this under Settings >> General >>



What may also be happening is that if the forward is set to an unregistered extension, the extension may have a forward to a queue.

 

[MARC LAVANTY]

Thanks, it's work.

What is the best practice ? Forward to the default extension like operator ?

 

[coreybrett81]

Is there anyway to disable this behaviour? In other words, can I force callers to leave a message instead of pressing * for an operator?

 

[VasilisV_3CX]

Hi @MARC LAVANTY,

The default behaviour is to have it forward to the operator, but this isn't best practice per se. Whatever you need it to do, is what it should be set up to do. If you want it to forward to the Operator that is available while the extensions are busy, then that's just fine.

@coreybrett81 yes you can. While it is not a built in function (a single click to disable star) you can work around this by creating a custom prompt set and from the specific WAV file, just remove the "..or press * to contact the operator", which when most people do not hear the option, will not press star.

OR (if you really don't want anyone pressing star to get back to the operator)

By creating a dummy extension that hangs up if people press *. What it would look like is this - create an extension (dummy), in Settings >> General change the 'Callers who transfer out of Voicemail or other menus will be forwarded here' to this dummy extension. In the dummy extension's forwarding rules, create an exception that hangs up the call. Users will either leave a voicemail or if they press *, the call will end.

 

[MARC LAVANTY]

Ok, thanks !

But : what is the goal of this function * ?

 

[VasilisV_3CX]

@MARC LAVANTY,

Pressing star (*) during the standard VM prompt puts you in contact with an operator or a chosen extension (defined under Settings >> General) if the caller does not want to leave a Voice Mail message.

 

[coreybrett81]

Thanks for that info. The problem we have, is that once a caller presses zero, they are no longer contained within the geographic area/branch office they originally called. Our management doesn't like that because a customer may call branch A, and end up talking to someone in branch B.

 

[VasilisV_3CX]

@coreybrett81,

Right, in that case it's best to edit the prompt and remove the part I mentioned above. I doubt people will randomly be pressing * when not prompted to. It may happen once in a blue moon due to an accident but this would be the easiest method.