All voicemails disabled

[BBTec]

When calling any voicemail in our system, we receive an error "voicemail disabled for this extension".

• The dashboard shows Recording as "Disabled - Max quota reached" but the recording quota is showing 22.6 MB out of 5 GB.
• Voicemail quota shows as 0 MB out of 5 GB after a purge.
• Before the purge it was at 2.3 GB out of 5 GB
• Total disk usage is at 70% used at 4.3 GB out of 15 GB.
• The Quota_stop_vm is at 0 and has not gone to 1.
• All profiles show voicemail is active when looking at the settings
• The VM has been rebooted from the Google cloud dashboard and the 3CX server has been rebooted from the 3CX terminal

I'm aware that voicemails will disable when quotas are hit, but nothing is even close to the quotas

 

[Guillaume Bourgeois]

3CX V18 or 3CX V20 ?

If you call the voicemail “service”, such as to listen to a message, do you hear the voicemail service asking you to enter your PIN, then it hangs up immediately?

Try changing the voicemail extension number, save it, then revert to the original number and save again.

If that doesn't work, increase the log level to VERBOSE, restart all 3CX services, call another extension that has a voicemail, and replicate the problem. Afterward, in the Dashboard, download or export the "Support Info" folder.

Let me know once it's done, and I will guide you through the next steps.

 

[ivank]

Check STOP_VM parameter, if it is "1" try setting to "0".

 

[BBTec]

3CX V18 or 3CX V20 ?

If you call the voicemail “service”, such as to listen to a message, do you hear the voicemail service asking you to enter your PIN, then it hangs up immediately?

Try changing the voicemail extension number, save it, then revert to the original number and save again.

If that doesn't work, increase the log level to VERBOSE, restart all 3CX services, call another extension that has a voicemail, and replicate the problem. Afterward, in the Dashboard, download or export the "Support Info" folder.

Let me know once it's done, and I will guide you through the next steps.

-3CX V18
-Calling the VM service immediately tells me I have no VMS (I currently do not have any saved)
-Changing the VM extension number and reverting it gave no change
-Changing the log level to VERBOSE doesn't show any logs of when I try to leave a voicemail

To be clear, this is not an issue with retrieving VMs, but leaving a VM when calling a number on our system

 

[BBTec]

Check STOP_VM parameter, if it is "1" try setting to "0".

I've checked that. It's never been on 1. I have tested it by changing it to 1 and back to 0, but that has no change

 

[Guillaume Bourgeois]

-3CX V18
-Calling the VM service immediately tells me I have no VMS (I currently do not have any saved)
-Changing the VM extension number and reverting it gave no change
-Changing the log level to VERBOSE doesn't show any logs of when I try to leave a voicemail

To be clear, this is not an issue with retrieving VMs, but leaving a VM when calling a number on our system

If you've set it to verbose and reproduced the issue, there must be logs.
You probably can't see them because a filter is active. Please export a support info file.

Make sure your email address is set to receive system notifications (check your email settings). At the top right, click on 'Support', then click on 'Generate Support Info'. You should receive an email within a few minutes containing a URL. Click on it to download the file.

Do not upload the support info file publicly as it contains sensitive information such as your 3CX license number, call logs, etc.

If you're comfortable, send me the support info file (.zip) privately, and I will review the logs to try to determine what's happening.