Email notification not working

[Abraham Joseph]

Hi all,

We have setup Voicemail notification to be emailed to the recipient, but when a voicemail is recorded, there was no email to notify the recipient.

I have checked the email account and I am able to send/receive to/from the same without any issue.

From some 3CX articles, I could understand that the error can be found from the VoiceBox manager log. But I could't see the log! Where is it located? Or, is there any other methods to troubleshoot this issue?

Any help should be appreciated.

 

[YiannisH_3CX]

Hello @Abraham Joseph

Are you using a custom smtp server or the 3CX smtp? Also what licence type are you using?
If you navigate to Settings / Email and click on the test button is the test successful?

To get a detailed log i would recommend settings the logging level to Verbose. To do so please navigate to Dashboard / Activity log / Settings and set the logging level to verbose.
Restart all 3CX services for the settings to take effect and clear older logs. Replicate the issue.
Is the server local or hosted? Windows or Linux?

 

[Abraham Joseph]

Hi @YiannisH_3CX

I am using a custom SMTP server. I am able to receive the Welcome emails but not notifications. I am using a licensed version. My server is hosted and is Linux.

 

[YiannisH_3CX]

I would recommend switching to the 3CX SMTP service if you are using a PRO or ENT licence as a test and see if voicemail messages are received then. If you are on standard version and you switch to the 3CX SMTP server you will not be able to revert back to the custom one.
If you still face the issue then check if the emails are being blocked on your email client. Perhaps the emails are blocked because of the attachments.

 

[marjen]

Same issue - from multiple installations.

All running v15.5 sp5
Debian
AWS

All licensed
All under maintenance
No VM emails are being sent, and they are not getting caught in spam.
I also cant change the SMTP server as the option is grey.

 

[YiannisH_3CX]

Same issue - from multiple installations.

All running v15.5 sp5
Debian
AWS

All licensed
All under maintenance
No VM emails are being sent, and they are not getting caught in spam.
I also cant change the SMTP server as the option is grey.

Please make sure that there is enough disk space and that the voicemail quota has not been reached. Also what is the option selected under the Voicemail settings of the extensions "Email Options" ?
The SMTP server option is greyed out as you are most likely running a standard licence and you can only use the 3CX SMTP service. https://www.3cx.com/ordering/pricing/

 

[marjen]

Please make sure that there is enough disk space and that the voicemail quota has not been reached. Also what is the option selected under the Voicemail settings of the extensions "Email Options" ?
The SMTP server option is greyed out as you are most likely running a standard licence and you can only use the 3CX SMTP service. https://www.3cx.com/ordering/pricing/

Plenty of disk space. >50% free.
Still trying to send out Welcome emails on one of them. The other is not even close to quota. Email with VM attached. Again, some of them i cant even get the welcome email to send.

Where can i see STMP logs?

 

[marjen]

FWIW: I find it interesting that all through these forums and even your distributors are under the impression you only need to have a licensed version of the software and be under maintenance to be able to change the SMTP server. But now...you have to be on Pro. At least 3CX in consistent in its less than honorable business practices.

 

[marjen]

BTW: Paid the $. Upgraded to pro. Set my SMTP and it now works... For all users on all servers.

Thanks

 

[YiannisH_3CX]

I find it interesting that all through these forums and even your distributors are under the impression you only need to have a licensed version of the software and be under maintenance to be able to change the SMTP server. But now...you have to be on Pro. At least 3CX in consistent in its less than honorable business practices.

It has been mentioned plenty of times that Standard version can only use the 3CX SMTP server. You do need a Pro or Ent version to be able to use a custom SMTP server. And i believe it is very clearly mentioned in the Edition comparison guide: https://www.3cx.com/ordering/pricing/