Cannot retrieve voicemail from outside system

Discussion in '3CX Phone System - General' started by mcbsys, Jun 1, 2011.

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  1. mcbsys

    mcbsys New Member

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    Hi,

    I'm running 3CX v9.0.13545.594 SP.5a. I use 2-digit extensions. I have four extensions and two ring groups configured. Ring group 81 dials extensions 20 and 21.

    Today I called in but could not retrieve voicemail (first time I've tried this). I wait for the VM prompt, press 99, and instead of getting voicemail, I am transferred to extension 10.

    Code:
    21:37:37.720  [CM503003]: Call(24): Call to sip:10@192.168.1.140 has failed; Cause: 487 Request Cancelled; from IP:192.168.1.145:5060
    21:37:37.626  [CM503008]: Call(24): Call is terminated
    
    Q: Why is 3CX sending the voicemail call out to extension 10? :
    
    21:37:30.781  [CM505001]: Ext.10: Device info: Device Identified: [Man: Polycom;Mod: SoundPoint IP Series;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, no-recvonly] UserAgent: [PolycomSoundPointIP-SPIP_430-UA/3.2.2.0477] PBX contact: [sip:10@192.168.1.140:5060]
    21:37:30.781  [CM503002]: Call(24): Alerting sip:10@192.168.1.145:5060
    21:37:30.531  [CM503025]: Call(24): Calling Ext:Ext.10@[Dev:sip:10@192.168.1.145:5060]
    21:37:30.468  [CM503004]: Call(24): Route 1: Ext:Ext.10@[Dev:sip:10@192.168.1.145:5060]
    21:37:30.453  [CM503010]: Making route(s) to <sip:10@127.0.0.1:5060>
    21:37:29.601  [MS211000] C:24.1: 192.168.1.142:16470 is delivering DTMF using RTP payload (RFC2833). In-Band DTMF tone detection is disabled for this call segment.
    21:37:24.924  Currently active calls - 1: [24]
    21:37:24.158  [CM503007]: Call(24): Device joined: sip:99@127.0.0.1:40600;rinstance=08c5d2a8d54bcdb7
    21:37:24.142  [CM503007]: Call(24): Device joined: sip:10002@192.168.1.142:5062
    21:37:24.142  [CM505001]: Ext.99: Device info: Device Identified: [Man: 3CX Ltd.;Mod: Voice Mail Menu;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX Voice Mail Menu] PBX contact: [sip:99@127.0.0.1:5060]
    21:37:24.127  [CM503002]: Call(24): Alerting sip:99@127.0.0.1:40600;rinstance=08c5d2a8d54bcdb7
    21:37:23.939  [CM503003]: Call(24): Call to sip:20@192.168.1.140 has failed; Cause: 487 Request Cancelled; from IP:192.168.1.145:5060
    21:37:23.923  [CM503003]: Call(24): Call to sip:21@192.168.1.140 has failed; Cause: 487 Request Terminated; from IP:192.168.1.142:5060
    21:37:23.923  [CM503025]: Call(24): Calling Ext:Ext.99@[Dev:sip:99@127.0.0.1:40600;rinstance=08c5d2a8d54bcdb7]
    21:37:23.876  [CM503005]: Call(24): Forwarding: Ext:Ext.99@[Dev:sip:99@127.0.0.1:40600;rinstance=08c5d2a8d54bcdb7]
    21:37:04.060  [CM505001]: Ext.20: Device info: Device Identified: [Man: Polycom;Mod: SoundPoint IP Series;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, no-recvonly] UserAgent: [PolycomSoundPointIP-SPIP_430-UA/3.2.2.0477] PBX contact: [sip:20@192.168.1.140:5060]
    21:37:04.060  [CM503002]: Call(24): Alerting sip:20@192.168.1.145:5060
    21:37:03.888  [CM505001]: Ext.21: Device info: Device Identified: [Man: Linksys;Mod: SPA Series;Rev: General] Capabilities:[reinvite, no-replaces, able-no-sdp, recvonly] UserAgent: [Linksys/SPA3102-5.1.10(GW)] PBX contact: [sip:21@192.168.1.140:5060]
    21:37:03.888  [CM503002]: Call(24): Alerting sip:21@192.168.1.142:5060
    21:37:03.825  [CM503025]: Call(24): Calling RingAll81:20Ext.2021Ext.21@[Dev:sip:21@192.168.1.142:5060]
    21:37:03.794  [CM503025]: Call(24): Calling RingAll81:20Ext.2021Ext.21@[Dev:sip:20@192.168.1.145:5060]
    21:37:03.779  [CM503004]: Call(24): Route 1: RingAll81:20Ext.2021Ext.21@[Dev:sip:20@192.168.1.145:5060,Dev:sip:21@192.168.1.142:5060]
    21:37:03.779  [CM503010]: Making route(s) to <sip:81@192.168.1.140:5060>
    21:37:03.763  [CM505002]: Gateway:[SPA3102 for XXX-XXXX] Device info: Device Identified: [Man: Linksys;Mod: SPA Series;Rev: General] Capabilities:[reinvite, no-replaces, able-no-sdp, recvonly] UserAgent: [Linksys/SPA3102-5.1.10(GW)] PBX contact: [sip:10002@192.168.1.140:5060]
    21:37:03.747  [CM503001]: Call(24): Incoming call from 6190000000@(Ln.10002@SPA3102 for XXX-XXXX) to <sip:81@192.168.1.140:5060>
    21:37:03.732  [CM503012]: Inbound out-of-office hours rule (unnamed) for 10002 forwards to DN:81
    
    What's going on? How can I retrieve voicemail from outside the system?

    Thanks
     
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  2. willow

    willow Member

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    when you call into an automated system from inside the company does it work then. it sounds like you may need to play with the dtmf options. normally it is best to set to RFC2833, sometimes the default is in band which may not be supported by your sip trunk or gateway.
     
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  3. leejor

    leejor Well-Known Member

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    Who's voicemail is the ring group transferring you to after no answer?

    Are you pressing * and being transferred to the operator extension (10)?

    To retrieve VM from outside the system I have to wait for VM to answer, * out to operator extension, which is forwarded to an auto attendant, that times out (fast) to auto forward to the VM system, which then prompts for the mailbox number, then PIN.

    Unless things changed, that I wasn't aware of (and that's certainly possible as I haven't gone over the whole version 10 manual), there was no simple way to retrieve voice mails by simply calling in and letting your mailbox answer, then pressing an option while listening to the outgoing message.

    You had to have a DID to the VM system, an attendant option to forward to the VM system, or set up something similar to what I use, Am I wrong?

    This sort of "feature" was suggested a while back...http://3cx.ideascale.com/a/dtd/Simple-access-to-Voicemail-messages/71756-9854
     
  4. mcbsys

    mcbsys New Member

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    Yes, DTMF is recognized whether calling from inside the company to an outside party or when calling in from outside. In this example, when I dialed "99" from outside the company, it did in fact recognize the digits (see the log) but it didn't transfer me to the voicemail handler.
     
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  5. mcbsys

    mcbsys New Member

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    VM for extension 20. (20 is the "real' extension tied to the SIP phone. I use 21 is a "ring-only" extension to ring analog phones through an SPA3102.)

    Interesting catch that 10 is the operator extension. No, I'm pressing 99, but it is exactly the same behavior as when I press * : I hear hold music while extension 10 rings, then I hear the voicemail for extension 10.

    I do not have an auto attendant configured. The inbound call, in this case through a PSTN device, connects directly to Ring Group 81.

    How is your Digital Receptionist configured? Why does it time out fast? I don't want a menu of choices; I just want to ring the phone and voicemail to answer if I can't.

    I'm still on v9. A simpler VM retrieval method would be nice but I can live with pressing 99 + the extension if it would only go to the VM system.

    Regards,
     
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  6. leejor

    leejor Well-Known Member

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    Unfortunatly, there is no quick method to retrieve your messages when you are listening to the outgoing mailbox message as you can with most answering machines. The only thing you can do is * out to go to the operator extension.

    If you use the operator for other purposes, like a real operator/receptionist, this won't work...

    Create a Digital recepionist, call it Forward to VM, or something like that.

    Make every key (1 to 0) end call unless you want to use them for something else. At the bottom make timeout 1 second, and send to your voicemail extension, in your case 99.

    I think for this to work, you need to have the PIN option for access to voicemail enabled, as i recall.

    Set your operator extension to forward to the virtual extension number assigned to the new digital receptionist.

    If it is all set up properly, you would call in, go to the mailbox, while the outgoing message is playing, press *, wait, you'll hear "transfering your call". Then the request for the extenion number of the mailbox and then PIN.
     
  7. mcbsys

    mcbsys New Member

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    Thanks for that. What a convoluted way to set up voicemail access! Unfortunately I'm hitting a roadblock.

    I set up virtual ext. 90 as you described. But when I try to make that my operator extension (changing from 10 to 90), I get the message "The entered operator extension does not exist. Please enter another and try again." I restarted all services and tried again with the same result. I also tried entering 99 as the operator extension and got the same message.

    I do use a PIN to retrieve VM. Does that mean that setting is correct?

    Apparently it is requiring that the operator extension be a physical extension not a virtual.

    Thanks for your help,
     
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  8. leejor

    leejor Well-Known Member

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    You can continue to use your existing operator extension number, even if there is no physical set attached, in fact, it's best if there isn't since all calls, to that number, will forward to the new DR. You can change the operator extension to any that exist, but as i say, you don't need to, unless you find people in the office dialling into the new DR (by calling the operator extension by mistake).

    It's a Digital Receptionist that you have to create, it will be assigned a number by 3CX, it's that number that you forward the operator extension to.
     
  9. mcbsys

    mcbsys New Member

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    Wow, I thought it was convoluted before!

    I added a dummy extension 30 as the operator extension with immediate transfer to IVR 90. IVR 90 is configured to transfer immediately to voicemail extension 99.

    So now:

    1. I call my own phone number from outside the office. Extension 20 rings.

    2. When my voicemail picks up, I press *.

    3. Call is transferred to default operator extension 30.

    4. After 1 second, call is transferred to IVR extension 90.

    5. After 1 second, call is transferred to voicemail menu.

    6. I am prompted to enter the extension that I called in step 1.

    7. Finally I can enter the password for my voicemail.

    It works, and I very much appreciate the help getting this far, but is this really the intentional design for retrieving voicemail? No wonder people have been asking for years to press # and get the password prompt.

    Thanks again,
     
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  10. leejor

    leejor Well-Known Member

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    This is just a work-around. The "standard" thinking seems to be that you are to dedicate a DID/line, or digital receptionist option, to access the Voicemail extension number.

    Pressing a digit, while listening to a VM greeting message, to "cut through", and be asked for your PIN so that you can listen to your messages (something that even basic answering machines offer), is too "outside the box", I guess.

    My suggestion on the Feature Requests only garnered 7 votes. So, it doesn't seem to be a high priority to more than a handful of people.

    If it were up to me, but, it's not, I would make the choice of "cut through to operator digit" customer selectable (system wide). This would leave the *and # available for other functions like "cut through" to VM menu. In North America, where the Operator was always 0 (zero), that is the digit most users press when they want to talk to someone else once they reach a voicemail message.
     
  11. mcbsys

    mcbsys New Member

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    I've added my vote now, and a link back to this thread.

    Thanks,
     
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