Beginning of voicemails missing, message records options as though messages were being checked

[c.holloway]

Good morning!

We're having a bit of a weird issue that I hope someone may have some insight into. It's a Debian install of 3CX, version 16.03.676. My users are reporting that they're receiving voicemails where the beginning or most of the message is missing (it seems to be anywhere between 15 and 30 seconds being chopped) so the voicemails are being rendered useless; identifying information or even the purpose of the call is being lost.

On these voicemails, the recording continues after the caller has left their message and hung up and records the menu options as though the user had logged in and was checking the message. I've listened to these messages and after the caller hangs up I hear "Press 0 for next message, press 1 for previous message, etc etc". Additionally, I logged into their extension on the webclient and the caller ID listed for these messages is 999, the voicemail pilot.

Unfortunately I'm having trouble tracking down the calls in particular because the caller ID is missing and the part of the message where the caller leaves their number is usually chopped off. I'm working with the client to get better examples that I can track down and examine in the logs but wanted to see if anyone had any ideas on this.

 

[JohnS_3CX]

Hi @c.holloway

Firstly, if this can be reproduced, check whether it happens only when external callers leave a message or if it can also happen for internal calls. It would be good to know what call flow path the caller went through to finally reach the mailbox.

Then, I would recommend to restart all services at a time when it's ok to do so, just as a precaution and see if the issue persists after the restart.

 

[c.holloway]

John,

Thanks for reaching out. I've not been able to reliably reproduce this and am having some issues with getting the users to report promptly.

AFAIK, the call flow is that callers either dial a DID which goes straight to VM or dial the main number, reach the DR, choose an option to go to a secondary DR and from that secondary DR they choose an option that goes directly to the affected users voicemail. I don't think calls are getting transferred (I will try to confirm) and they don't give out the internal extension so it's not likely that callers are getting there via Dial By Extension.

I will restart the services tonight and we'll see if that helps.

 

[JohnS_3CX]

Ok let us know how it goes then

 

[c.holloway]

I wish I had a clearer idea of what was going on here but the issue seemed to have resolved itself. I went ahead and restarted the services anyway but the problem seems to have gone away before that.

 

[JohnS_3CX]

Ok, glad to hear it went away but keep an eye in case it comes back and you can reproduce it easily.

Might be a good idea to open a ticket straight away and get Support to analyze the system as quickly as possible.