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Let's work through a call that reaches the wrong

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mailbox. We've deliberately introduced a routing mistake in our

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demo workspace. Start in Jamie's Call Log and search

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for eight hundred and one, the number of our

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Office hours flow.

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An Answered result tells us the call connected. We

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still need to check who received the message. Open

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Voicemail and choose Personal. The new message is in

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Jamie's mailbox. For this after-hours test, it should have

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reached Alex.

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Play the message to check that it matches the

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test. We have verified the expected spoken message in

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Jamie's mailbox. Now we have a specific problem to

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investigate: the call connects, but the message reaches the

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wrong person.

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As an administrator, open Call Flows and find Office

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hours. Check its number, enabled state and published status,

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then open the editor. Follow the route from Start

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through the schedule to the destination used outside business

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hours.

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Open the schedule and check both the timezone and

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the hours for the day of the test. This

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flow uses Europe slash London. Our Tuesday test was

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after closing time, so the closed route is the

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expected branch.

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Next, open the Voicemail node on that branch. Here

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is the mistake: the selected mailbox is Jamie, extension

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one thousand and one. The schedule worked as configured,

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but the destination was set to the wrong member.

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Choose Alex Morgan, extension one thousand, and select Save

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Changes. Check that the Voicemail node now shows Alex.

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This restores the destination we intended to use for

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calls outside business hours.

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Save the flow, then check its status in the

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list. Draft edits means callers still hear the previously

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published version. Reopen the flow and select Publish to

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make the correction live. Confirm that the list returns

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to Published and that the flow remains enabled. Saving

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a draft alone would leave our test using the

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old destination.

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Now repeat the same test with the same caller,

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flow number and after-hours conditions. We have placed that

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call and left another message. In Alex's workspace, open

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Voicemail and select Personal. The new message is here.

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Play the new message and check its contents. We

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verified the complete test message in Alex's mailbox. That

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confirms the corrected route in this test, as well

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as successful voicemail playback. Our deliberately introduced mistake has

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been removed.

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Keep these details for support: the time and timezone,

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caller, dialled number, expected destination and observed result. Leave

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passwords out. After each change, repeat the same test

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and check where the call actually arrives.