Voicemails on the Operator extension

[Al3cX]

Hello, we keep having voicemails going through to the operator extensions on one of our 3cx systems.

We have uploaded custom voicemails to all extensions so they would not hear the 'Press star to speak to the operator'

We have made sure all extensions have no forwarding rules to the operator extension.

There are no inbound rules pointing to the operator extension.

We are unable to replicate the issue, could anyone advise on why we would still be receiving voicemails to the operator extension?

 

[Saqqara]

The operator is busy, and the calls are going direct to voicemail

 

[SteveITS]

What is Settings/General -> Operator Extension set to?

Is this extension one that is being actively used by someone or is it not used?

 

[leejor]

Some people will get frustrated and press the asterisk, in the hopes of reaching a human.

If you don't actually have a person answering the operator extension, you might consider sending those calls, to a digital receptionist instead, giving caller a choice of destinations.

 

[VasilisV_3CX]

Hi @Al3cX,

What everyone has said above is rather good advice, you could change your Operator extension to a Dummy extension that never logs in and routes to an IVR immediately which provides options as mentioned by @leejor, as this will allow a lot more flexibility.

 

[Al3cX]

The operator is busy, and the calls are going direct to voicemail

Calls shouldn't be directed to the Operator extension at all, if the extension is busy the voicemails should go to the extension itself and not the Operator

 

[Al3cX]

What is Settings/General -> Operator Extension set to?

Is this extension one that is being actively used by someone or is it not used?

This extension is unused

 

[Al3cX]

Some people will get frustrated and press the asterisk, in the hopes of reaching a human.

If you don't actually have a person answering the operator extension, you might consider sending those calls, to a digital receptionist instead, giving caller a choice of destinations.

They don't hear the option to press the asterisk, we have uploaded custom voicemails to each extension so there is no reason why anyone should be forwarded to the operator extension, this is my problem

 

[Al3cX]

Hi @Al3cX,

What everyone has said above is rather good advice, you could change your Operator extension to a Dummy extension that never logs in and routes to an IVR immediately which provides options as mentioned by @leejor, as this will allow a lot more flexibility.

The operator extension is unused, the problem is with people reaching the operator extension, we have added custom voicemails to all extensions so no one will hear the option to press * to reach the operator, but we have assigned our email to this extension and it is still receiving voicemails

 

[Al3cX]

I think I will record a voicemail for the operator extension that says 'You have reached an unmanned mailbox, please call back another time'

However, it would be good to know why extensions are reaching this mailbox

 

[VasilisV_3CX]

Hi @Al3cX,

The operator extension is unused, the problem is with people reaching the operator extension, we have added custom voicemails to all extensions so no one will hear the option to press * to reach the operator, but we have assigned our email to this extension and it is still receiving voicemails

Sure, but if you change the Operator extension to a Dummy extension which forwards immediately to an IVR, whenever they press * they send themselves back to the IVR, meaning they'll learn the hard way that they'd best stick to the course you've laid out for them. Your IVR can have a recording "to leave a message, press 1" and that can connect to the VM of where ever you'd like.

 

[Al3cX]

Hi @Al3cX,


Sure, but if you change the Operator extension to a Dummy extension which forwards immediately to an IVR, whenever they press * they send themselves back to the IVR, meaning they'll learn the hard way that they'd best stick to the course you've laid out for them. Your IVR can have a recording "to leave a message, press 1" and that can connect to the VM of where ever you'd like.

The problem with this is, that this system has over 300+ extensions, so I wouldn't know which voicemail to point it to.

There are also a lot of DDI's, not just one main IVR I can send it to.

I think my only option is to record a voicemail saying

'You have reached an unmanned mailbox, please call back another time'

However, it would be good to know why extensions are reaching this mailbox

 

[VasilisV_3CX]

Sure thing @Al3cX, just note that the IVR I mentioned would be specifically made for people who press the * button when reaching VM. So what would happen is:

1. A call comes in to any DDI which goes to any extension's VM box, the scenario is specific to VM.
2. User presses *.
3. This routes to the "new" operator Dummy Extension which routes to a custom IVR you've made after.
4. This IVR gives the option to leave a message in a specific mailbox or if being "clever" and pressing * again, repeat the process from the beginning again.

All this would require is creating a Dummy extension, setting the system Operator extension to the Dummy and routing the Dummy to the new IVR you've created.

 

[SteveITS]

I wouldn't know which voicemail to point it to

But as alluded to above you could forward that call back to the inbound ring group/digital receptionist/etc. so they start over.

And yes we've had people mash buttons before, especially after hours, trying to get somewhere.