Video Tutorials

Troubleshoot a call that reaches the wrong mailbox

P16 - 3:52

Follow Shelley through the actual SessionPBX portal in an isolated demo workspace.

Transcript

Let’s work through a call that reaches the wrong mailbox. We’ve deliberately introduced a routing mistake in our demo workspace. Start in Jamie’s Call Log and search for eight hundred and one, the number of our Office hours flow.

An Answered result tells us the call connected. We still need to check who received the message. Open Voicemail and choose Personal. The new message is in Jamie’s mailbox. For this after-hours test, it should have reached Alex.

Play the message to check that it matches the test. We have verified the expected spoken message in Jamie’s mailbox. Now we have a specific problem to investigate: the call connects, but the message reaches the wrong person.

As an administrator, open Call Flows and find Office hours. Check its number, enabled state and published status, then open the editor. Follow the route from Start through the schedule to the destination used outside business hours.

Open the schedule and check both the timezone and the hours for the day of the test. This flow uses Europe slash London. Our Tuesday test was after closing time, so the closed route is the expected branch.

Next, open the Voicemail node on that branch. Here is the mistake: the selected mailbox is Jamie, extension one thousand and one. The schedule worked as configured, but the destination was set to the wrong member.

Choose Alex Morgan, extension one thousand, and select Save Changes. Check that the Voicemail node now shows Alex. This restores the destination we intended to use for calls outside business hours.

Save the flow, then check its status in the list. Draft edits means callers still hear the previously published version. Reopen the flow and select Publish to make the correction live. Confirm that the list returns to Published and that the flow remains enabled. Saving a draft alone would leave our test using the old destination.

Now repeat the same test with the same caller, flow number and after-hours conditions. We have placed that call and left another message. In Alex’s workspace, open Voicemail and select Personal. The new message is here.

Play the new message and check its contents. We verified the complete test message in Alex’s mailbox. That confirms the corrected route in this test, as well as successful voicemail playback. Our deliberately introduced mistake has been removed.

Keep these details for support: the time and timezone, caller, dialled number, expected destination and observed result. Leave passwords out. After each change, repeat the same test and check where the call actually arrives.

Read the written guide, or return to the tutorial series.