I have a customer with a call flow a little bit weird and they don't want to change the call flow
this is what's happening
when somebody calls a main number, the call goes to a call handler, plays a couple of options, if the caller presses '0' the call is sent to a subscriber on an attempt to transfer. the extension of the call handler is an extension shared between 18 phones, however the busy trigger is set to 1, if the first operator extension is busy it will roll over to a second operator extension, with a busy trigger set to 1, then the call will roll over to a third number with a busy trigger set to 1 as well. if the 3 lines are busy the call is sent to a call handler that will play a message and it will do an attempt to transfer to subscriber operator , until the call is answer by a person.
when the call volume on this number is high, some calls are sent to the operator's voicemail and we don't know why
is there a timer or a setting that gets triggered on this loop that the sets the system to send the call to VM even if it's not supposed to do so ?
for the customer works great and doesn't want to change this, we have addressed this several times
Under the Advanced settings tab--> Conversations, there is a "Maximum Call Transfer Attempts Allowed" setting. It is set to 5 on my lab server. See if changing this will get you what you need.