Solved Checking a different extension VM - Not working as of update 4?

[matthewsmorley]

Hey all,

We've done a lot of training to our end users that the old method of pressing # during the PIN entry prompt would allow users to check another extension. This does not seem like it's working as of Update 4. Is there another security setting that's changed or has the prompt changed?

 

[Saqqara]

Check to see if any updates for the system prompts - Settings ->System Prompt Settings -> Updates

 

[matthewsmorley]

My prompt sets are currently up to date. I am still getting the message that the PIN is invalid instead of taking me to the "Please enter extension number" prompt.

 

[Saqqara]

Are you dialling the voicemail extension number first ?

 

[matthewsmorley]

Absolutely. This is done via remote handsets, so that's really the only way to check the VM system.

 

[JohnS_3CX]

This does not seem like it's working as of Update 4

You didn't really tell us what is happening though when you try to login, so best start with that next time

Something else is going on in your case so better run through all the points below and verify them.

I tested the following on Update 4:

1. Dialled my VM extension 999
2. During the welcome message, I pressed #
3. I now hear "Please enter extension number"
4. I dialled 200 (do not press #)
5. I now hear "Please enter personal identification..."
6. I entered the PIN and #, and I have now entered the voicemail of my own extension successfully.

So try to :
- Ensure that you actually hear what I mentioned above.
- Ensure you are calling in from another normal extension (NOT from a private line calling in to your DIDs)
- Ensure that you replicated this yourself, don't rely only on 3rd person information solely

This is done via remote handsets

What does this mean, are they normal 3CX extensions?
What devices are they and what firmware are they running?
What codec order do they have and is Opus codec involved?

 

[matthewsmorley]

Here is what is happening:
PBX is on 18.0 (Build 965)
Phones are Yealink T48S on latest firmware
Phones are connected via STUN and on their own port ranges with correct forwarding

I have gone through and tested the normal operation as you described on two other PBXs and they are operating as expected. Initial reports from customers were telling me this wasn't working, which led me to look into this on my PBX, which is actually the only one that isn't working.
When 999 is dialed from my desk phone:
- I get the prompt to enter my PIN
- I hit #
- I am told "Invalid PIN Number" and get the same prompt to enter PIN
- After several attempts, it locked my extension out of VM as it's supposed to do for security reasons

Some other things to note:
- My extension has supervisor permissions on it
- I also have the PC application running on my desk. This also happens on there, not just the phone.
- We are using G.711 codec and Opus is not involved.

 

[JohnS_3CX]

Have a look in your IVR log under Activity Log \ Instance

 

[matthewsmorley]

This is what my logs are saying from yesterday:
08/08/2022 08:52:56.450 [0000661e] DR Updating...
08/08/2022 08:52:56.450 [0000661e] DR Updated!
08/08/2022 08:53:16.568 [00006631] DR Updating...
08/08/2022 08:53:16.568 [00006631] DR Updated!
08/08/2022 08:54:02.380 [0000664f] DR Updating...
08/08/2022 08:54:02.380 [0000664f] DR Updated!
08/08/2022 10:20:37.741 [00007271] DR Updating...
08/08/2022 10:20:37.741 [00007271] DR Updated!

 

[JohnS_3CX]

Set your activity log to Verbose (temporarily) and replicate the issue.

The log should show what digits were dialled possibly telling us whether the system is "hearing" the wrong buttons being pressed. It could also reveal other errors that may be telling of what the cause is

 

[GeorgeP_3CX]

We've done a lot of training to our end users that the old method of pressing # during the PIN entry prompt would allow users to check another extension. This does not seem like it's working as of Update 4. Is there another security setting that's changed or has the prompt changed?

Can you please check if "MULTICOMPANYMODE" parameter value is set to '1'?
If so, please change the value to '0' >> restart the services of the PBX and give it another try.

 

[matthewsmorley]

This was it. Thank you!