I have 3CX on site and external calls being sent to voicemail are asked to enter a pin

[Lisa_T]

This seems to be the only place I can post. I'm not sure if this is the right place...

I got 3cx all setup on premise. We're still in our trial and I will be paying for 3cx if we can get it all working. We're in a weird rural spot in the US where I can't use SIP lines with local numbers, so I have to use pots lines which is why we are on premise.

Calls from our gateway are sent to a ring group. The destination if no answer is a voicemail box.

When an external call rings and isn't answered, they are sent to a message asking them to "enter your pin then press pound". I've tried the voicemail extension pin, but it doesn't accept that. Then it will say "enter your access code then press point" and hangs up almost immediately.

I've tried having it transfer to the extension instead of the voicemail box. It will transfer to the extension. The extension is set to send to voicemail after 20 seconds and the same enter your pin message will happen.

I've tried changing the destination voicemail extension for the ring group to a different extension that has voicemail enabled and the same problem happens.

If I call the extension internally, I can hear and leave voicemail.

Voicemail is definitely on for the extension. I've tried turning off and on voicemail for that extension. The extension is definitely set to available. office hours are set to all day, and we've not configured any office hour stuff.

I'm pulling my hair out here. If anyone has any suggestions would love to hear!

 

[leejor]

You said you called the extension internally...have you tried calling the ring-group from an extension?

Normally, if a call goes to voicemail (999) and there is no indication of what extension is calling, then 3CX will ask for you to enter an extension number, then the VM PIN. I can't think of a scenario where the PIN is asked for first unless you are checking your own messages. I'm wondering if something (trunk setting?), is causing 3CX to be confused as to the origin (an outside number?) of the call, when it reaches the Voicemail?

I would send the unanswered calls to the RG ,to an extension (not a VM box), and see what number is showing. that might provide a clue as to what is happening.

Did this just begin happening, or has it been doing this all along?

I assume that caller ID is working, on these trunks, with no issue.

If you had/have access to the 3CX Activity Log, I'd say to have a look at that.

 

[Lisa_T]

Thanks! That helped a lot! I tried everything you said and it was great troubleshooting!!!The logs basically showed the call just ending which didn't make sense at all. I finally figured out that there had been voicemail from the local phone company on the pots lines. It has supposed to be removed, but they deleted the voicemail box but left the forwarding to their voicemail system. So the asking for a pin was the phone company not 3cx....

 

[leejor]

Great. I was going to suggest that (PSTN voicemail), as I've seen it happen before to people on the forum when, but had assumed you had eliminated it. The messages provided by 3CX, for input, are limited, so you will probably have heard them before. Anything unfamiliar (different voice) will be coming from elsewhere.
Glad you got it sorted.