3CX Welcome email not sending to all extensions

Luis Londono · Dec 13, 2017

We recently upgraded our 3CX system from 14 to v15. We did a restore of all of our extensions back in once we did the upgrade. We are noticing now that it is not sending the welcome email when we go to the extensions page and click send welcome email, this is only doing this however to some extensions. All new extensions are fine, and if I export an extension, delete it, then re-import it, it sends the email. I am receiving emails for everything else including the SMTP test. I checked my email server and the email does not even hit the server or give any kind of error.
I noticed a few other posts on here that had similar issues, but I could not post to them
https://www.3cx.com/community/threads/welcome-email-not-sending.49471/#post-201271
https://www.3cx.com/community/threads/welcome-email-not-sending-other-emails-ok.50618/
https://www.3cx.com/community/threads/need-help-with-welcome-email.51161/#post-209054
https://www.3cx.com/community/threads/v15-5-5-welcome-emails-not-sending.51747/#post-211431

eddv123 · Dec 13, 2017

Hi Luis,

Which type of mail server are you using ? in SP2 of 15.5 there are now several options. Have you tried using an equivalent ? You have the ability now with the latest service pack to have a built-in SMTP server with the PBX.

Based on your issue however it does sound like it could be something a little more inherent to the system. Although I do not see anyone from 3CX in these existing strings confirming this.

As you probably know all that is required for your welcome email to send, is a correct SMTP server setup and an email on the extension you are sending it to.

Luis Londono · Dec 13, 2017

I have not tried the built in SMTP server as I know that it is sending the welcome email to some. Just seems really odd that it is only some extensions that were imported back in from the backup of v14.

eddv123 said:
Hi Luis,

Which type of mail server are you using ? in SP2 of 15.5 there are now several options. Have you tried using an equivalent ? You have the ability now with the latest service pack to have a built-in SMTP server with the PBX.

Based on your issue however it does sound like it could be something a little more inherent to the system. Although I do not see anyone from 3CX in these existing strings confirming this.

As you probably know all that is required for your welcome email to send, is a correct SMTP server setup and an email on the extension you are sending it to.

jimbo59 · Dec 13, 2017

You've checked the spam folders

Luis Londono · Dec 13, 2017

jimbo59 said:
You've checked the spam folders

Yes, it's not even hitting the mail server to send out.

NickD_3CX · Dec 14, 2017

TI am tending to agree with @eddv123 , this does sound like something more related to the system than the SMTP.
Quick question, for one of the extensions that has this problem, if you edit it, make a minor change, lets say to the name, then press OK to save it, then try again, then does it send?
OR is the only way you have found is to delete the whole extension and re-create it?

Luis Londono · Dec 14, 2017

NickD_3CX said:
TI am tending to agree with @eddv123 , this does sound like something more related to the system than the SMTP.
Quick question, for one of the extensions that has this problem, if you edit it, make a minor change, lets say to the name, then press OK to save it, then try again, then does it send?
OR is the only way you have found is to delete the whole extension and re-create it?

The edit did not seem to do anything. Changed the name, email, and pin code (Figuring things that are on the email template) but nothing. If I delete the extension does it save the vm greeting? Or would I need to back that up first?

NickD_3CX · Dec 15, 2017

If I recall correctly you need to back it up, because the VM prompts are extension-specific, so deleting the extension would also remove the prompt.

I sent you a PM btw...

NickD_3CX · Dec 18, 2017

So, this was actually a weird one, the problem was the custom Welcome Email Template.

In the default one there is something like an if-then clause that looks like this:

Code:

%%IF_WMFRIENDLYNAME_START%%
    <li>Your personal Click2Meet URL is: <strong>%%WMFRIENDLYNAME%%</strong></li>
%%IF_WMFRIENDLYNAME_END%%

Essentially this translates to: if the extension for which you are sending a Welcome Email has a "WMFRIENDLYNAME", aka WebMeeting friendly name, then write the whole line including the WebMeeting friendly name/link.

In yours, you had the opening statement "%%IF_WMFRIENDLYNAME_START%%" without the rest. This caused an exception visible in the "3cxSystemService.log", which truth be told was not very clear by itself, but referred to a null/empty value.
A bit of comparing between a working extension and a non-working one lead us to this.

For future reference, the exception was:
System.ArgumentOutOfRangeException: Count cannot be less than zero.
Parameter name: count
at System.String.Remove(Int32 startIndex, Int32 count)
at _3cxSystemService.ExtSheduller.WelcomeEmailSender.RemoveMarkedBlock(String content, String startMarker, String endMarker)
at _3cxSystemService.ExtSheduller.WelcomeEmailSender.SendWelcome(Extension ext)
at _3cxSystemService.ExtSheduller.WelcomeEmailSender.SendingProc()

So to solve the problem either:

Revert to the default Welcome Email template
Fix the existing one (use example above for reference)
Add a WebMeeting friendly name for all extensions

Obviously the ideal is either 1 or 2 that actually fix the problem.

Luis Londono · Dec 18, 2017

NickD_3CX said:
So, this was actually a weird one, the problem was the custom Welcome Email Template.

In the default one there is something like an if-then clause that looks like this:

Code:

%%IF_WMFRIENDLYNAME_START%% <li>Your personal Click2Meet URL is: <strong>%%WMFRIENDLYNAME%%</strong></li> %%IF_WMFRIENDLYNAME_END%%

Essentially this translates to: if the extension for which you are sending a Welcome Email has a "WMFRIENDLYNAME", aka WebMeeting friendly name, then write the whole line including the WebMeeting friendly name/link.

In yours, you had the opening statement "%%IF_WMFRIENDLYNAME_START%%" without the rest. This caused an exception visible in the "3cxSystemService.log", which truth be told was not very clear by itself, but referred to a null/empty value.
A bit of comparing between a working extension and a non-working one lead us to this.

For future reference, the exception was:
System.ArgumentOutOfRangeException: Count cannot be less than zero.
Parameter name: count
at System.String.Remove(Int32 startIndex, Int32 count)
at _3cxSystemService.ExtSheduller.WelcomeEmailSender.RemoveMarkedBlock(String content, String startMarker, String endMarker)
at _3cxSystemService.ExtSheduller.WelcomeEmailSender.SendWelcome(Extension ext)
at _3cxSystemService.ExtSheduller.WelcomeEmailSender.SendingProc()

So to solve the problem either:

Revert to the default Welcome Email template

Fix the existing one (use example above for reference)

Add a WebMeeting friendly name for all extensions

Obviously the ideal is either 1 or 2 that actually fix the problem.

Thank you so much! That was it. I just removed the opening statement. Would I also be able to get the original file for the welcome email?

NickD_3CX · Dec 18, 2017

Sure, the default Welcome Email template is the following:

Code:

<!doctype html>
<html>
<head>
<meta charset="utf-8">
<title>Welcome to 3CX Phone System</title>
<style type="text/css">
body,td,th {
    font-family: arial,sans-serif;
    font-style: normal;
    font-size: 12px;
    line-height: 19px;
}
a { color:#0096ff;}
</style>
</head>

<body>
<div style="bottom:20px;">
<table border="0" cellpadding="0" cellspacing="0" style="max-width:600px;">
  <tbody>
    <tr>
      <td valign="top" style="padding-top:5px; padding-bottom:10px;padding-left:27px;padding-right:18px;">
        <p>Hi %%EXTFIRSTNAME%% %%EXTLASTNAME%%, </p>
        <p>Welcome to 3CX!  <br> </p>
         <p>
            3CX is a unified communications solution that will help you work more effectively. Besides using your office extension from your
            deskphone, you can take calls from anywhere using the softphones for iOS, Android, Mac and Windows.
        </p>
        <p>
          3CX also includes web conferencing which will allows you to easily make face to face meetings. You can even integrate
          3CX with your <a href="http://www.3cx.com/crm-integration/" target="_blank">CRM system </a> or send customers your personal Click2Meet URL and arrange ad-hoc web meetings
        </p>
          
          Read the user manual at <a href="http://www.3cx.com/user-manual/" target="_blank">http://www.3cx.com/user-manual/.</a>
        
        <p style="font-size:15px;"><strong>Your 3CX extension</strong></p>
      
        <ol>
          <li> Your extension number is &quot;<strong>%%EXTNUMBER%%</strong>&quot;</li>
          <li> Your voice mail PIN is &quot;<strong>%%EXTPIN%%</strong>&quot; </li>
          <li> You can retrieve your voice mail by dialing &quot;<strong>%%VMNUMBER%%</strong>&quot;</li>
        %%IF_WMFRIENDLYNAME_START%%
          <li>Your personal Click2Meet URL is: <strong>%%WMFRIENDLYNAME%%</strong></li>
        %%IF_WMFRIENDLYNAME_END%%
        </ol>
        
        <p style="font-size:15px;"><strong>Using the 3CX webclient</strong></p>
        <p>With 3CX webclient you don’t need to install any software. To access it</p>
        <ol type="List">
          <li>%%IF_TWO_LINKS_START%%Go to %%WEBCLIENTURL%% if in the office or <br>%%WEBCLIENTURLPUBLIC%% when out of the office%%IF_TWO_LINKS_END%%%%IF_ONE_LINK_START%%Go to %%WEBCLIENTURL%%%%IF_ONE_LINK_END%%</li>
          <li>Login using %%EXTNUMBER%%</li>
          <li>With password %%SERVICES_ACCESS_PASSWORD%%</li>
        </ol>
        <p>Using the <a href="https://chrome.google.com/webstore/detail/3cx-click-to-call/ingddacbmngapennhhfhnpjnaklakach" target="_blank">Chrome Plugin </a> you can call numbers directly from any webpage or CRM.</p>
        <p style="font-size:15px;"><strong>Installing the 3CX Client / Softphone</strong></p>
        <p>With the 3CX client you can make and receive calls, view the presence of your colleagues, <br>
        divert & transfer calls with a mouse click and setup call conferences. </p>
        
        
        <p><strong>To install it click on the relative link:</strong></p>
        <ol type="List">
            <li><a href="http://downloads.3cx.com/downloads/3CXPhoneforWindows15.msi" target="_blank">Windows</a></li>
            <li><a href="http://downloads.3cx.com/downloads/3CXPhoneforMac15.dmg" target="_blank">Mac</a></li>
            <li><a href="https://play.google.com/store/apps/details?id=com.tcx.sipphone14" target="_blank">Android</a></li>
            <li><a href="https://itunes.apple.com/us/app/3cxphone-14-for-3cx-phone/id992045982?ls=1&mt=8" target="_blank">iOS</a></li>
        </ol>
        <p>After installation, open the attachment in this email on your device. This will automatically configure your client.</p>
      </td>
    </tr>
  </tbody>
</table>
</div>
</body>
</html>

dynamite · Dec 18, 2017

Thanks, same issue here.

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3CX Welcome email not sending to all extensions

Luis Londono

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