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Solved Can not incoming Voicemail from extension.

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Masaki

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Hello Support 3CX


My customer has problems about voicemail. Server Windows 10 Pro Up to Date, 3CX License Pro 16 Sim call V.18.0.3.461. I check server activity log and see log continue to create filful until full hard disk.
- fix keep log off.
- Test Restart all Service .. Not help.
- Test Restart Server ... Not Help.
- Check Service 3CX Phone System 01 System Server CPU Peak 20-25% every time .
- Test Uninstall Program 3CX and RE-Install 3cx from backup + voicemail ... If service all 3cx start Process problem to continue ( Can not send vmail, CPU Peck, Log create evert time)
- Test Uninstall Program 3CX and RE-Install 3cx from backup (No Voicemail) it work, CPU Not peak, Log not Create, But Test Vmail every problem come back again.

Please Help for fix problems.
Thank you 3CX Support
Mr.Suebpong Saengthongsuk.
1649745973533.png1649746160140.png1649746558163.png
 
You should probably raise a ticket with support directly so they can remote on and take a look.
 
Just to confirm, you are talking about the voicemail email notification correct?

If yes, are you perhaps, using custom email templates for the voicemail notification?

Access the 3CX Management Console:
• Go to "Settings >> Parameters"
• Search for the following parameter:
MAILTEMPLATE_VMAIL_CUSTOM
Click to expand...
• If it exists copy it's content, save it somewhere (in case you need it) and then delete the parameter completely.
• Test and see if the issue is resolved.

Note: You may need to restart the PBX after deleting this parameter.
 
Thank you for reply me,ChrisC_3CX

Yes, I'm talking about voicemail email notification.

I test Search for the following parameter

MAILTEMPLATE_VMAIL_CUSTOM

But, I can not see detail in this.(Picture)
1649751910739.png


Thank you 3CX Support
Mr.Suebpong Saengthongsuk.
 
What do you see if you just search for VMAIL instead?
 
I follow search vmail can see 2 templates, but template is default.

MAILTEMPLATE_VMAIL_DEFAULT
<?xml version="1.0" encoding="utf-8"?>
<template>
<from_display_name>%%CALLER%%</from_display_name>
<subject>New Voicemail from %%CALLER%% - %%CALLERNAME%%</subject>
<body>
You have received a new voice mail from "%%CALLER%% -"%%CALLERNAME%%"

From:%%CALLER%%
To: %%EXTNUMBER%%" - "%%EXTFIRSTNAME%%" "%%EXTLASTNAME%%"
Received:"%%DATE%% %%TIME%%"
Duration:"%%DURATION%%"
File:"%%FILENAME%%"

%%START_IF_TRANSCRIBE_ENABLED%%
Transcription:
%%TRANSCRIPTION%%
%%END_IF_TRANSCRIBE_ENABLED%%
</body>
</template>


MAILTEMPLATE_VMAIL_PARAMETERS
<?xml version="1.0" encoding="utf-8"?>
<parameters>
<parameter name="%%CALLER%%">Caller ID</parameter>
<parameter name="%%CALLERNAME%%">Caller Name</parameter>
<parameter name="%%EXTNUMBER%%">voice mail box of this extension has received voicemail</parameter>
<parameter name="%%EXTFIRSTNAME%%">first name of extension</parameter>
<parameter name="%%EXTLASTNAME%%">last name of extension</parameter>
<parameter name="%%DURATION%%">duration of the message in form hh:mm:ss</parameter>
<parameter name="%%FILENAME%%">a name of the audio file in voice mail box folder</parameter>
<parameter name="%%DATETIME%%">received at. "short" system default appearance (date and time).</parameter>
<parameter name="%%DATE%%">received at. "short" system default appearance (date only).</parameter>
<parameter name="%%TIME%%">received at. "short" system default appearance (time only).</parameter>
<parameter name="%%DATETIME:[...]%%">received at. Allows to format "received at" using custom format string specified by [...] Detailed description of format string can be found in .NET documentation.</parameter>
</parameters>
 
Does this happen for a specific extensions or all of them?

Please try:

1. Create a new test extension, e.g extension: 123
2. Add an your own email to the test extension.
3. In the Voicemail tab enable "Send email notification only":
1649857189775.png
4. Click on OK and from another extension call *4123 and save a voicemail.
5. Do you get the same error?

If yes try this:

1. Go into "Settings >> Email >> Email Templates"
2. Select the Voicemail Template and remove everything such as all fields are empty:
1649857901844.png
3. Click on OK, and go back to "Settings >> Parameters"
4. Search for the "MAILTEMPLATE_VMAIL_CUSTOM" parameter, does it exist now?
5. If yes, try leaving a voicemail to extension 123 again, do you get the same error?
 
ChrisC_3CX

Thank you for reply and so sorry about delay feedback, This holidays time.

- I do first step test 1-5 to fix send email notification only but get same error.
- I do secord step test edit template voicemail and test send agian to old extension.

1650618311444.png

Can Receive Email blank template it ok to send.
1650618394906.png

what about someting problem in template voicemail
This is old template to delete.

You have received a new voice mail from "%%CALLER%% -"%%CALLERNAME%%"

From:%%CALLER%%
To: %%EXTNUMBER%%" - "%%EXTFIRSTNAME%%" "%%EXTLASTNAME%%"
Received:"%%DATE%% %%TIME%%"
Duration:"%%DURATION%%"
File:"%%FILENAME%%"

%%START_IF_TRANSCRIBE_ENABLED%%
Transcription:
%%TRANSCRIPTION%%
%%END_IF_TRANSCRIBE_ENABLED%%

Suebpong
 

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Masaki said:
Thank you for reply and so sorry about delay feedback, This holidays time.
Click to expand...
No worries!

Can you go into "Settings >> Voicemail" and check if "Transcription" is enabled? If it is, please disable it and try again. If you get the same error, please post the error's output here:
1650623060695.png
 
ChrisC_3CX said:
No worries!

Can you go into "Settings >> Voicemail" and check if "Transcription" is enabled? If it is, please disable it and try again. If you get the same error, please post the error's output here:
View attachment 29710
Click to expand...

I will check Setting > Voicemail Use Transcription in the picture not enabled.

1650623793313.png
 
I Return default template voicemail and to test send again. Get same error in log (Continue Log)

------------|Inf(00)| Date: 13/4/2565 18:53:31
2565/04/13 18:53:31.221|7588|0001|Inf|Log is continued
2565/04/13 18:53:31.221|7588|0001|Inf|Log is created
2565/04/13 18:53:31.579|7588|0005|Info|Log is turned off
------------|Inf(00)| Date: 15/4/2565 18:39:23
2565/04/15 18:39:23.797|7364|0001|Inf|Log is created
2565/04/15 18:39:27.930|7364|0004|Info|Log is turned off
------------|Inf(00)| Date: 22/4/2565 18:39:26
2565/04/22 18:39:26.658|7364|0004|Info|Log is continued.
2565/04/22 18:39:26.658|7364|0004|Info|Log verbosity is set to Crt+Err+Inf+Trc+Exc+?6?
2565/04/22 18:39:26.660|7364|0064|Info|Transcribe is disabled
2565/04/22 18:39:26.660|7364|0064|Warn|Trigger is in the past: -00:00:00.0061421 for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.660|7364|0064|Info|Generate update event for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.660|7364|0064|Info|VMMonitor: Creating email notification for 6788
2565/04/22 18:39:26.660|7364|0064|Info|Transcribe is disabled
2565/04/22 18:39:26.660|7364|0064|Excpt|System.ArgumentOutOfRangeException: startIndex cannot be larger than length of string. (Parameter 'startIndex')
at System.String.Substring(Int32 startIndex, Int32 length)
at _3cxSystemService.VoiceMailScanner.BoxesMonitor.NotificationTemplate.GetBody(ExtInfo omext, Statistics stat, DateTime dt, Boolean transcribeAllowed)
at _3cxSystemService.VoiceMailScanner.BoxesMonitor.CreateEmailNotif(ExtInfo omext, Statistics stat, DateTime dt)
2565/04/22 18:39:26.660|7364|0064|Info|VMMonitor: CreateEmailNotif returns null
2565/04/22 18:39:26.660|7364|0064|Info|UpdateOrInsert schedule for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.661|7364|0064|Info|Transcribe is disabled
2565/04/22 18:39:26.661|7364|0064|Warn|Trigger is in the past: -00:00:00.0001596 for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.661|7364|0064|Info|Generate update event for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.661|7364|0009|Trac|###TRANSACTION.1255 started
2565/04/22 18:39:26.661|7364|0064|Info|VMMonitor: Creating email notification for 6788
2565/04/22 18:39:26.661|7364|0064|Info|Transcribe is disabled
2565/04/22 18:39:26.661|7364|0064|Excpt|System.ArgumentOutOfRangeException: startIndex cannot be larger than length of string. (Parameter 'startIndex')
at System.String.Substring(Int32 startIndex, Int32 length)
at _3cxSystemService.VoiceMailScanner.BoxesMonitor.NotificationTemplate.GetBody(ExtInfo omext, Statistics stat, DateTime dt, Boolean transcribeAllowed)
at _3cxSystemService.VoiceMailScanner.BoxesMonitor.CreateEmailNotif(ExtInfo omext, Statistics stat, DateTime dt)
2565/04/22 18:39:26.661|7364|0064|Info|VMMonitor: CreateEmailNotif returns null
2565/04/22 18:39:26.661|7364|0064|Info|UpdateOrInsert schedule for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.661|7364|0064|Info|Transcribe is disabled
2565/04/22 18:39:26.661|7364|0064|Warn|Trigger is in the past: -00:00:00.0001020 for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.661|7364|0064|Info|Generate update event for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.661|7364|0064|Info|VMMonitor: Creating email notification for 6788
2565/04/22 18:39:26.661|7364|0009|Trac|+++TRANSACTION.1255 updated - elapsed 0.5239
2565/04/22 18:39:26.661|7364|0009|Trac|Finalizing TRANSACTION.1255
2565/04/22 18:39:26.661|7364|0009|Trac|---TRANSACTION.1255 finished 0.6989ms
data:0.5238ms
Events:0.1546ms
externals:0.0205ms
2565/04/22 18:39:26.661|7364|0064|Info|Transcribe is disabled
2565/04/22 18:39:26.662|7364|0064|Excpt|System.ArgumentOutOfRangeException: startIndex cannot be larger than length of string. (Parameter 'startIndex')
at System.String.Substring(Int32 startIndex, Int32 length)
at _3cxSystemService.VoiceMailScanner.BoxesMonitor.NotificationTemplate.GetBody(ExtInfo omext, Statistics stat, DateTime dt, Boolean transcribeAllowed)
at _3cxSystemService.VoiceMailScanner.BoxesMonitor.CreateEmailNotif(ExtInfo omext, Statistics stat, DateTime dt)
2565/04/22 18:39:26.662|7364|0064|Info|VMMonitor: CreateEmailNotif returns null
2565/04/22 18:39:26.662|7364|0064|Info|UpdateOrInsert schedule for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.662|7364|0064|Info|Transcribe is disabled
2565/04/22 18:39:26.662|7364|0064|Warn|Trigger is in the past: -00:00:00.0001209 for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.662|7364|0064|Info|Generate update event for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.662|7364|0064|Info|VMMonitor: Creating email notification for 6788
2565/04/22 18:39:26.662|7364|0064|Info|Transcribe is disabled
2565/04/22 18:39:26.662|7364|0064|Excpt|System.ArgumentOutOfRangeException: startIndex cannot be larger than length of string. (Parameter 'startIndex')
at System.String.Substring(Int32 startIndex, Int32 length)
at _3cxSystemService.VoiceMailScanner.BoxesMonitor.NotificationTemplate.GetBody(ExtInfo omext, Statistics stat, DateTime dt, Boolean transcribeAllowed)
at _3cxSystemService.VoiceMailScanner.BoxesMonitor.CreateEmailNotif(ExtInfo omext, Statistics stat, DateTime dt)
2565/04/22 18:39:26.662|7364|0064|Info|VMMonitor: CreateEmailNotif returns null
2565/04/22 18:39:26.662|7364|0064|Info|UpdateOrInsert schedule for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.663|7364|0064|Info|Transcribe is disabled
2565/04/22 18:39:26.663|7364|0064|Warn|Trigger is in the past: -00:00:00.0001986 for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.663|7364|0064|Info|Generate update event for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.663|7364|0064|Info|VMMonitor: Creating email notification for 6788
2565/04/22 18:39:26.663|7364|0064|Info|Transcribe is disabled
2565/04/22 18:39:26.663|7364|0064|Excpt|System.ArgumentOutOfRangeException: startIndex cannot be larger than length of string. (Parameter 'startIndex')
at System.String.Substring(Int32 startIndex, Int32 length)
at _3cxSystemService.VoiceMailScanner.BoxesMonitor.NotificationTemplate.GetBody(ExtInfo omext, Statistics stat, DateTime dt, Boolean transcribeAllowed)
at _3cxSystemService.VoiceMailScanner.BoxesMonitor.CreateEmailNotif(ExtInfo omext, Statistics stat, DateTime dt)
2565/04/22 18:39:26.663|7364|0064|Info|VMMonitor: CreateEmailNotif returns null
2565/04/22 18:39:26.663|7364|0064|Info|UpdateOrInsert schedule for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.664|7364|0064|Info|Transcribe is disabled
2565/04/22 18:39:26.664|7364|0064|Warn|Trigger is in the past: -00:00:00.0012208 for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.664|7364|0064|Info|Generate update event for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.664|7364|0064|Info|VMMonitor: Creating email notification for 6788
2565/04/22 18:39:26.664|7364|0064|Info|Transcribe is disabled
2565/04/22 18:39:26.665|7364|0064|Excpt|System.ArgumentOutOfRangeException: startIndex cannot be larger than length of string. (Parameter 'startIndex')
at System.String.Substring(Int32 startIndex, Int32 length)
at _3cxSystemService.VoiceMailScanner.BoxesMonitor.NotificationTemplate.GetBody(ExtInfo omext, Statistics stat, DateTime dt, Boolean transcribeAllowed)
at _3cxSystemService.VoiceMailScanner.BoxesMonitor.CreateEmailNotif(ExtInfo omext, Statistics stat, DateTime dt)
2565/04/22 18:39:26.665|7364|0064|Info|VMMonitor: CreateEmailNotif returns null
2565/04/22 18:39:26.665|7364|0064|Info|UpdateOrInsert schedule for 6788/vmail_021054331_6788_20220422113746
2565/04/22 18:39:26.665|7364|0064|Info|Transcribe is disabled
 
It seems that one of the parameters used in the Vmail template may be causing the issue. You said that creating a blank custom email template works correct? Create a new custom template but editing the vmail template in Settings >> Email >> Email Templates and then just copy the following in it:
<?xml version="1.0" encoding="utf-8" standalone="yes"?><template lang="US"><from_display_name>%%CALLER%%</from_display_name><subject>New Voicemail from %%CALLER%% - %%CALLERNAME%%</subject><body>crystalmeth

You have received a new voice mail from "%%CALLER%% -"%%CALLERNAME%%"

From:%%CALLER%%
To: %%EXTNUMBER%%" - "%%EXTFIRSTNAME%%" "%%EXTLASTNAME%%"
Received:"%%DATE%% %%TIME%%"
Duration:"%%DURATION%%"
File:"%%FILENAME%%"

%%START_IF_TRANSCRIBE_ENABLED%%
Transcription:
%%TRANSCRIPTION%%
%%END_IF_TRANSCRIBE_ENABLED%%</body></template>
Click to expand...

Apply and make sure that in parameters you have "MAILTEMPLATE_VMAIL_CUSTOM" and that the value is the above. Try sending an email and check if you get the same error. If you do go into "Settings >> Email >> Email Templates" edit the vmail email and remove one parameter at a time (the ones in %%), then try to send an email again in between. We should be able to at least determine which parameter is causing the issue.
 
Hi, ChrisC_3CX

I think problem to fixed. Voicemail can send to email and recived to agent.

i test remove some parameter in temlate Vmail.

%%START_IF_TRANSCRIBE_ENABLED%%
Transcription:
%%TRANSCRIPTION%%
%%END_IF_TRANSCRIBE_ENABLED%%</body></template>

I think some parameter problem income from backup config v.16 to restore upgrate v.18.

Thank you for support
Suebpong Saengthongsuk
 
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Reactions: ChrisC_3CX
Glad to see you got this sorted!

What you could try is enable and disable voicemail transcription and then try again. If the problem persists, it may be best to take a backup and deploy a new machine.

In any case, do let us know if you need anything else!
 
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