Voicemail recorded on one extension then passes to another extension

[infinity5]

Hi All,

I wonder if anyone else has had this situation and knows what is happening and how to stop it.

One of our clients has a Digital Receptionist setup up and one of the options sends the call to a queue. The queue is set up so that callers wait for no more than 5 minutes and then the call is transferred to the voicemail of their main reception phone.

Someone called and waited in the queue for 5 minutes and was then transferred to the voicemail, they left a message (we're not sure if they pressed hash (pound) after and followed any instructions or not). Anyway the voicemail did not get emailed and the voicemail indicator did not come on.

When we checked the reports we found that the voicemail was left on extension 801 and then for some reason it was transferred to extension 800 (default operator extension on this install). We had to log into the web client as 800 to retrieve the voicemail. When we logged in we found a number of voicemails had been left for 801 but transferred to 800.

What is causing this and can we stop it. For now we have set up the extension to send voicemails as emails from 800 but the client would prefer to listen on the phone.

Thanks in advance.
David

 

[leejor]

The reception number (and their voicemail), tends to be the default destination if someone chooses to "leave" wherever it may be, that they are waiting. Has it been confirmed that the caller heard a message associated with extension 801, or could they have left the message with extension 800? Is there a personalized greeting recorded with each, that allows them to know the difference?

 

[YiannisH_3CX]

Hello @infinity5

Did the caller leave a voicemail to extension 801 or do you see the caller just connected to 801? The caller could have just pressed * while the prompt from 801 was playing (before leaving a message) which would have connected them to the operator extension. If you listen to the default voicemail prompt you will hear the message "Record your message or press * to contact the operator".
So most probably the callers were connected to the operation extension which if un-available will also direct callers to voicemail.