Unconditional Call Forwarding and Voicemail from "Breakout IVR"

I’ve got a breakout IVR that runs every 30 seconds while customer is waiting in a Queue. It leads to the office manager’s extension so the customer can leave a voicemail instead of waiting in the queue.

The problem occurs if the office manager is gone for a day and we forward all her calls (Unconditional Forward) to another team member. The call (even from the breakout IVR) rings to the other team member’s extension but when it eventually times out to voicemail, the voicemail ends up on the office manager’s voicemail. Of course, we want those voicemails to be on the team member that was forwarded to.

I’m not sure that any other details (queue setup, etc.) need to be included to figure out a solution, but any help is appreciated!

Hi, welcome to the community.

Does this happen to any internal or external call that dials 211? Or only to “IVR Breakout” calls?

Good question. It would seem (just tested it) that whether internal call → 211 or external call through queue, they all end up at “office manager” voicemail.

So to be clear. It happens with all types of calls. Correct?

How was the forwarding done?

What version of FreePBX are you using?

Can you please share a call trace via pastebin? See instructions: Providing Great Debug - Support Services - Documentation

Sorry that last post wasn’t as clear as it should have been. “Yes, it happens with all types of calls.” :grin:

The following is the Asterisk Log for an internal call from 652 that was forwarded by extension 211. The call was routed to 210 but ultimately the voicemail went back to 211.

I’m on FreePBX 15.0.23.

Blockquote |Time|Event Type|UniqueID|LinkedID|Cid num|Extension|Context|Channel Name|
| — | — | — | — | — | — | — | — |
|Tue, Apr 26, 2022 2:24 PM|APP_END|1651001068.302|1651001068.302|652|s-NOANSWER|macro-vm|PJSIP/652-000000c2|
|Tue, Apr 26, 2022 2:24 PM|HANGUP|1651001068.302|1651001068.302|652|h|ext-local|PJSIP/652-000000c2|
|Tue, Apr 26, 2022 2:24 PM|CHAN_END|1651001068.302|1651001068.302|652|h|ext-local|PJSIP/652-000000c2|
|Tue, Apr 26, 2022 2:24 PM|LINKEDID_END|1651001068.302|1651001068.302|652|h|ext-local|PJSIP/652-000000c2|
|Tue, Apr 26, 2022 2:24 PM|HANGUP|1651001068.305|1651001068.302|210|210|from-internal|Local/[email protected];1|
|Tue, Apr 26, 2022 2:24 PM|CHAN_END|1651001068.305|1651001068.302|210|210|from-internal|Local/[email protected];1|
|Tue, Apr 26, 2022 2:24 PM|HANGUP|1651001068.307|1651001068.302|99210|210|from-internal|SIP/99210-00000003|
|Tue, Apr 26, 2022 2:24 PM|CHAN_END|1651001068.307|1651001068.302|99210|210|from-internal|SIP/99210-00000003|
|Tue, Apr 26, 2022 2:24 PM|HANGUP|1651001068.306|1651001068.302|652|h|ext-local|Local/[email protected];2|
|Tue, Apr 26, 2022 2:24 PM|CHAN_END|1651001068.306|1651001068.302|652|h|ext-local|Local/[email protected];2|
|Tue, Apr 26, 2022 2:24 PM|HANGUP|1651001068.308|1651001068.302|210|210|from-internal|PJSIP/210-000000c5|
|Tue, Apr 26, 2022 2:24 PM|CHAN_END|1651001068.308|1651001068.302|210|210|from-internal|PJSIP/210-000000c5|
|Tue, Apr 26, 2022 2:24 PM|HANGUP|1651001068.309|1651001068.302|210|210|from-internal|PJSIP/210-000000c6|
|Tue, Apr 26, 2022 2:24 PM|CHAN_END|1651001068.309|1651001068.302|210|210|from-internal|PJSIP/210-000000c6|
|Tue, Apr 26, 2022 2:24 PM|APP_START|1651001068.302|1651001068.302|652|s-NOANSWER|macro-vm|PJSIP/652-000000c2|
|Tue, Apr 26, 2022 2:24 PM|ANSWER|1651001068.302|1651001068.302|652|s-NOANSWER|macro-vm|PJSIP/652-000000c2|
|Tue, Apr 26, 2022 2:24 PM|HANGUP|1651001068.310|1651001068.302|210|210|from-internal|PJSIP/210-000000c7|
|Tue, Apr 26, 2022 2:24 PM|CHAN_END|1651001068.310|1651001068.302|210|210|from-internal|PJSIP/210-000000c7|
|Tue, Apr 26, 2022 2:24 PM|CHAN_START|1651001068.302|1651001068.302|652|211|from-internal|PJSIP/652-000000c2|
|Tue, Apr 26, 2022 2:24 PM|APP_START|1651001068.302|1651001068.302|652|recordcheck|sub-record-check|PJSIP/652-000000c2|
|Tue, Apr 26, 2022 2:24 PM|APP_END|1651001068.302|1651001068.302|652|recordcheck|sub-record-check|PJSIP/652-000000c2|
|Tue, Apr 26, 2022 2:24 PM|CHAN_START|1651001068.303|1651001068.302|211|s|from-internal|PJSIP/211-000000c3|
|Tue, Apr 26, 2022 2:24 PM|CHAN_START|1651001068.304|1651001068.302|211|s|from-internal|PJSIP/211-000000c4|
|Tue, Apr 26, 2022 2:24 PM|CHAN_START|1651001068.305|1651001068.302||210|from-internal|Local/[email protected];1|
|Tue, Apr 26, 2022 2:24 PM|CHAN_START|1651001068.306|1651001068.302||210|from-internal|Local/[email protected];2|
|Tue, Apr 26, 2022 2:24 PM|FORWARD|1651001068.302|1651001068.302|652|s|macro-dial-one|PJSIP/652-000000c2|
|Tue, Apr 26, 2022 2:24 PM|HANGUP|1651001068.304|1651001068.302|211|211|from-internal|PJSIP/211-000000c4|
|Tue, Apr 26, 2022 2:24 PM|CHAN_END|1651001068.304|1651001068.302|211|211|from-internal|PJSIP/211-000000c4|
|Tue, Apr 26, 2022 2:24 PM|HANGUP|1651001068.303|1651001068.302|211|211|from-internal|PJSIP/211-000000c3|
|Tue, Apr 26, 2022 2:24 PM|CHAN_END|1651001068.303|1651001068.302|211|211|from-internal|PJSIP/211-000000c3|
|Tue, Apr 26, 2022 2:24 PM|CHAN_START|1651001068.307|1651001068.302|99210|s|from-internal|SIP/99210-00000003|
|Tue, Apr 26, 2022 2:24 PM|CHAN_START|1651001068.308|1651001068.302|210|s|from-internal|PJSIP/210-000000c5|
|Tue, Apr 26, 2022 2:24 PM|CHAN_START|1651001068.309|1651001068.302|210|s|from-internal|PJSIP/210-000000c6|
|Tue, Apr 26, 2022 2:24 PM|CHAN_START|1651001068.310|1651001068.302|210|s|from-internal|PJSIP/210-000000c7|

The “log” you shared is not a call trace which doesn’t really help us understand what happened.

Please see the link I shared. There you can find the details on how to obtain a full call trace and share via pastebin.

I forgot to answer the second question. Forwarding was done via the physical buttons and menu on a Polycom VVX450.

Use the PBX call forwarding feature instead.

1 Like

Yep, that made the difference.

When forwarding with the physical buttons (on device) the voicemail was not forwarded.
When forwarded with the UCP, the call and voicemail were both properly forwarded to the other team member.

Thanks for the help!

You can remap the buttons to use the FreePBX FWDing feature code

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