3CX Not Sending Voicemail Emails for One Extension

[Karl Malone]

Hello,

We have an issue with 3CX failing to send voicemail emails for a particular extension on a phone system we manage.

We've confirmed that the extension has new voicemails, but no email notifications were sent for about a full day. We are using a third-party SMTP service, which is working: other users are receiving voicemail emails just fine, and we initiated a password reset for the extension in question, which was received immediately with no issue.
The problem started yesterday and seems to have since resolve itself, but our customer has these emails sent to a shared mailbox for monitoring, and they were not being sent for a good 22-23 hours.

PBX information:

• Version 20.0 Update 5 (Build 551 Release)
• Enterprise license
• Self-hosted (Debian)

Other things we've checked:

• 100% uptime for the SMTP service we use with no reported service issues
• SMTP service has no log entries for any emails being sent for this extension during this time
  • Log entries for other extensions are visible
• No log entries in 3CX for SMTP errors or SMTP authentication errors
• Tested SMTP settings via 3CX; was successful

We did find a forum post with a similar issue, which we've linked below:
https://www.3cx.com/community/threads/not-receiving-voicemail-emails.87085/
The resolution of this thread seems to be that 3CX had blocked sending to the email address? Is it possible that this is what's happening here, as well?

Any and all help would be greatly appreciated.
Thank you!

 

[bitn2]

If you use an thirdparty smtp its not 3cx its the problem of your mailprovider in this case.

 

[K_SAK]

Are you using any transcription?

 

[Karl Malone]

Are you using any transcription?

Yes, we use OpenAI Whisper for transcriptions.

We did notice that the voicemails that came in yesterday (could be wrong, but it does seem to correlate to the ones that didn't send emails) did not have a transcription available in the 3CX web app.
Could this be a reason for the hangup?

Thanks!

 

[Karl Malone]

Are you using any transcription?

Good call on this:

We just tested a bit, and we concluded that emails are coming through right away with transcription turned off. While turned on, however, we waited a few minutes but did not receive an email, nor did we see a transcription appear in the 3CX web app.

It makes sense that 3CX is waiting on a transcription in order to send the email, but from what we can tell, it doesn't seem like there's a failsafe or timeout in place in case the transcription doesn't come through.

Can anyone shed some light on the behavior here? Is there a way to set/customize a timeout in case a transcription fails to generate?

Thanks so much!

 

[tactico]

I went round and round with this. different smtp sending options, different recipients.. in the end - it turns out the 3cx system server service was stopped. The test emails dont need the service, but the sending of the voicemail does. Strangely everything else was working.