Blank Voicemail

[Phil OE]

I have a user getting blank voicemails delivered to her email. We are using 16.0.6. Everything is up to date.

 

[Evolute IT]

What do you mean blank voicemails?

I had a similar issue and it was due to the app (Outlook on iOS) which was unable to play the audio. The file was working on desktop and the Webclient.

 

[Phil OE]

The audio is not there when the person tries to play it on the computer or phone.

 

[Evolute IT]

If you download the file, does it have audio in it?

Also, what are you current settings for voicemail? (Settings -> Voicemail)

 

[Phil OE]

Voicemail Quota Gb 1.7 of 5GB used. All other settings are standard or not set.

 

[Evolute IT]

Is this only occuring on 1 extensions?

 

[Phil OE]

Mostly yes. It is interal and external phone calls, It just started happening we have had the extension since we implemented the 3cx system.

 

[nub]

Do you have compression turned on? Dashboard > Recording > bottom check mark.

 

[Evolute IT]

Do you have compression turned on? Dashboard > Recording > bottom check mark.

View attachment 18819

Voicemails are not compressed even when this is enabled.

 

[Phil OE]

Voicemails are not compressed even when this is enabled.

Nothing is checked.

 

[nub]

Can you forward a voicemail from another ext to the non working one and hear it?

 

[Phil OE]

Can you forward a voicemail from another ext to the non working one and hear it?

Its also blank when they forward to me. I have had one or two also on my end blank.

 

[Evolute IT]

Download the file and open it in VLC.

then, also do your own testing (call their voicemail and some others and see if this occurs with everyone everytime).

if it works internally, then your problem is external. If not, you'll need more support from 3CX.

 

[Phil OE]

One thing I do notice is that every voicemail that is blank is 2 minutes long.

 

[Evolute IT]

One thing I do notice is that every voicemail that is blank is 2 minutes long.

When I had this, it was fake numbers calling and getting from the IVR to the voicemail (it was my default destination). I changed it to End Call after 60 seconds and never got the issue again.

Could that be your problem there?