Help with retrieving voice mail externally.

Discussion in '3CX Phone System - General' started by jsadan, Jun 4, 2010.

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  1. jsadan

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    I call in from my cell phone and enter in the voice mail extension number.

    It transfers me and then asks me to enter my extension number.

    When I enter it. It will ask me again for it two times and then disconnect me

    Here is the log

    Code:
    10:34:31.132  [CM503008]: Call(550): Call is terminated
    10:34:07.413  Active calls counted toward license limit: [550]
    10:34:02.163  [CM503007]: Call(550): Device joined: sip:97@127.0.0.1:40600;rinstance=c5c76e23e85c4e63
    10:34:02.147  [CM505001]: Ext.97: 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:97@127.0.0.1:5060]
    10:34:02.147  [CM503002]: Call(550): Alerting sip:97@127.0.0.1:40600;rinstance=c5c76e23e85c4e63
    10:34:01.991  [CM503025]: Call(550): Calling Ext:Ext.97@[Dev:sip:97@127.0.0.1:40600;rinstance=c5c76e23e85c4e63]
    10:34:01.929  [CM503004]: Call(550): Route 1: Ext:Ext.97@[Dev:sip:97@127.0.0.1:40600;rinstance=c5c76e23e85c4e63]
    10:34:01.929  [CM503010]: Making route(s) to <sip:97@127.0.0.1:5060>
    10:34:01.929  [CM505003]: Provider:[lax.teliax.com] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [TELIAX GEAR v4.1.0x] PBX contact: [sip:mkovalski@192.168.10.202:5060]
    10:33:58.054  [MS211000] C:550.1: 63.211.239.153:14314 is delivering DTMF using RTP payload (RFC2833). In-Band DTMF tone detection is disabled for this call segment.
    10:33:49.366  [CM503007]: Call(550): Device joined: sip:80@127.0.0.1:40600;rinstance=f7b5e3537ded59d9
    10:33:49.366  [CM503007]: Call(550): Device joined: sip:(last name)@voip-co4.teliax.com:5060
    10:33:49.351  [CM505001]: Ext.80: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX IVR;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX IVR] PBX contact: [sip:80@127.0.0.1:5060]
    10:33:49.351  [CM503002]: Call(550): Alerting sip:80@127.0.0.1:40600;rinstance=f7b5e3537ded59d9
    10:33:49.210  [CM503025]: Call(550): Calling Ext:Ext.80@[Dev:sip:80@127.0.0.1:40600;rinstance=f7b5e3537ded59d9]
    10:33:49.179  [CM503004]: Call(550): Route 1: Ext:Ext.80@[Dev:sip:80@127.0.0.1:40600;rinstance=f7b5e3537ded59d9]
    10:33:49.163  [CM503010]: Making route(s) to <sip:80@192.168.XXX.XXX:5060>
    10:33:49.163  [CM505003]: Provider:[lax.teliax.com] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [TELIAX GEAR v4.1.0x] PBX contact: [sip:m(last name)@192.168.XX.XXX:5060]
    10:33:49.163  [CM503001]: Call(550): Incoming call from 805*******@(Ln.10001@lax.teliax.com) to <sip:80@192.168.XXX.XXX:5060>
    10:33:49.147  [CM503012]: Inbound out-of-office hours rule (805*******) for 10001 forwards to DN:80
    
     
  2. leejor

    leejor Well-Known Member

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    Off hand, I would suspect that the DTMF tone is either not getting through or is of too short a duration. Does it work from other, landline phones, sets that don't send a pre-set DTMF tone length?
     
  3. jsadan

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    Yes the internal phones can connect to their voice mails just fine.
     
  4. leejor

    leejor Well-Known Member

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    Yes, but, I was talking about a landline (not a mobile) caller from outside the PBX trying to retrieve VM just as you are on your mobile. Does that work? If it does, and you are coming in on the same VoIP trunks, then it narrows it down to an issue with your mobile. It may be the fact that most mobiles send a fixed duration DTMF tone and it may be too short.
     
  5. jsadan

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    Tried calling from a cordless LAN phone and it didnt work either
     
  6. leejor

    leejor Well-Known Member

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    Some people have had similar problems with cordless phones as well, most notably Panasonic as the tone duration is limited as well. You could try a call through to an extension rather than voicemail, have the caller push a few buttons, do you hear the DTMF?
     
  7. jsadan

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    Yes I can hear the DTMF through the call to a extension
     
  8. jsadan

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    When I make a call to my business it goes like this

    *ring*
    IVR picks up "Welcome to blah blah blah. If you know your parties extension please dial it now. etc."
    I dial ext. 97 cause that is my SpecialMenu extension
    Then it will prompt me to enter a extension number, I dial ext. 15 (Setup 3CX with 2 digit ext's)
    It will ask again for the ext. I enter it again. 15
    It will ask one more time. I enter it and then it says "Thank you, goodbye"

    Thats how my call goes as of right now. When a employee dials 97 directly from there phone using the voicemail button they get right in.
     
  9. leejor

    leejor Well-Known Member

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    So 3CX is "seeing" the DTMF for the first entry but not when you are entering the actual extension number, correct? And you've tried this from a standard phone (outside line, not your mobile and not an extension within 3CX) that will maintain the DTMF tone as long as the button is depressed?
     
  10. jsadan

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    Yesterday I tried calling into the SpecialMenu on my house phone and same issue, asks me 3 times then I get a "Thank you, Goodbye"
     
  11. leejor

    leejor Well-Known Member

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    Have you tried entering any other extension numbers?
     
  12. jsadan

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    Yes I have tried 3 different extensions
     
  13. leejor

    leejor Well-Known Member

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    You've got me. Obviously 3CX is recognizing the "97" but either doesn't "hear" the extension digits or is ignoring them for some reason. Perhaps when you are "switched" after the 97 the method for detecting DTMF changes. Have you tried the standard, re-boot/restart?
     
  14. jsadan

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    Yes I have. I will post a fix if I find one haha
     
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