Missing first part of voicemail

[3397premier]

When we receive phone calls from the government and they leave a voicemail it is always missing the first 10-30 seconds of the voicemail. If we answer there are no call issues. We have tried several different SIP providers with same issue, we have also tried different firewalls (Cisco ASA 5505 and Sonicwall), version 10 SP1 to 11 SP4 with same result. We have also tried SIP and PRI (with ADTRAN). This has been tested with our Polycom phones and Softphone. We are out of ideas and 3CX support can not figure out what theissue is without actually making changes to their software which they are unwilling to do. Please let me know if you have any ideas, we have tried everything.

Thank you,

 

[leejor]

This came up about a year ago didn't it?

Did you ever try setting up another 3CX server, like the "free" (or Demo) version, running on a laptop, at the same or a different location, then get someone at the government to place some test calls and see if the same thing is happening? You may need to eliminate every piece of hardware as the culprit. It's going to take some co-operation from a person at the government office as you might have to do this after hours when your main PBX can be taken off line if you wish to use your existing VoIP provider trunks.
If you can run a version of 3CX that does not have the problem, then start to introduce the network hardware that is currently in use until the problem starts.

Given that it appears to be one customer calling and having this issue, It sort of points to something at their end, or some sort of signalling issue between them and your (or any?) provider. What government/department does this involve, perhaps someone else in the same area has experienced the same issue.

Perhaps someone NOT using a 3CX PBX is having the same issue. If that were the case, then there may not be anything you can do to remedy it.

 

[3397premier]

Yea, we tried on several test boxes. Different locations and hardware setups. Dont seem to have an issue with any other phone system but 3CX. It's with Social Security and DDS. Doesnt matter what location in the US they are calling from, may be incompatibility between their phone system when it transfers the audio for voicemail. I had thought maybe they are using some type of secure phone line and it takes a few moments to do the handshake on this?

I am going to guess we are probably out of luck, just wondering now if there is any way to setup a different voicemail system rather than using the 3CX's. You possibly know if that is possible?

 

[leejor]

I am going to guess we are probably out of luck, just wondering now if there is any way to set-up a different voicemail system rather than using the 3CX's. You possibly know if that is possible?

It would be very interesting getting to the bottom of why this is happening seeing as it can be duplicated on other 3CX installations...

There are a number of add-on voicemail systems (Octel is/was one of them), many made for older PBX's. They rely of a data link (Standard Message Desk Interface, SMDI), (along with a number of phone lines), to allow the VM system to know which mailbox to send the caller, and in return activate/deactivate the MWI. Unfortunately they are not compatible with 3CX.

 

[farsight]

We have this problem at one site. It happens rarely but of course, it's a pain when it does.

We have sent some number of files including wireshark to 3CX support. They didn't have an answer and suggest that we work with Sangoma to checkout our PRI card.

This site has about 50 phones but probably only 20 or so are using voice mail. Out of that, only one seems to have this issue. Of course, when we test, it works fine.

Questions:
1. How long is the voice mail prompt?
2. Is there any dead space after the prompt message?
3. Have you tried re-recording the prompt?
4. Is it possible that the caller starts talking before the beep?