Incoming calls - intermittently hearing voicemail

[Alphabetic]

Good morning

I've just stuck in a new install for a customer and they're telling me that randomly they'll pick up a call and they'll hear the end of the voicemail message followed by the caller leaving a voicemail. When this happens, the caller cannot hear them.

Not sure how to diagnose this one so any suggestions are appreciated.

3CX Pro 18.0
Hosted with SBC Pi
7 x Yealink T42S - 66.86.0.5
Default templates
Supported BT WSIPT provider

Pi is v 18.0.30

 

[VasilisV_3CX]

Hi @kieferschild,

Does this happen on all extensions / devices or only specific ones? Is it reproducible, as in will it happen consistently each time they follow the same course of action? Where is the PBX hosted?

 

[Alphabetic]

Hi @kieferschild,

Does this happen on all extensions / devices or only specific ones? Is it reproducible, as in will it happen consistently each time they follow the same course of action? Where is the PBX hosted?

Hi Vasilis

3CX is hosted in OVH.

They are unable to reproduce it.

Calls come into the IVR then to a Q.

It has not happened to them today thus far.

Waiting to hear back if it's one phone or several.

 

[VasilisV_3CX]

Okay @kieferschild, when you update the thread with more info I'll take a look. Glad it's not happened today so far.

 

[Alphabetic]

Okay @kieferschild, when you update the thread with more info I'll take a look. Glad it's not happened today so far.

I've just been told it happened on all phones.

 

[VasilisV_3CX]

Hi @kieferschild,

How often would they say it happens? Does this occur regularly enough for you to schedule a packet capture that you can leave running until it happens again?

 

[Alphabetic]

Unfortunately not.

If I get another occurrence of the problem then I will ask the customer to make test calls in until they reproduce the problem. But, I have changed the ring time today.

 

[VasilisV_3CX]

Sure thing, keep me posted if it happens again, will leave the thread open.

 

[Alphabetic]

I've factory reset a few of the problematic phones and apparently "its fixed" so time will tell.

 

[VasilisV_3CX]

Great to hear, well done. I'll close this, go ahead and open a new thread if they provide any more feedback regarding any issues.