Why Does a VoIP Call Reach the Wrong Department After a Menu Selection?

An auto-attendant may route callers incorrectly because menu keys, business hours, fallback destinations, or extension assignments do not match the current call flow.

What to check

Test each menu option during and outside business hours. Review key mappings, ring groups, timeout behavior, holidays, and voicemail destinations.

Recommended next step

Update the intended call flow and retest every path from an external number. Informatix Systems can configure and troubleshoot business VoIP routing.