Missing Voicemail

[simply7]

I have an odd issue that I have came across. Customer uses a dedicated number for employee attendance with no endpoint device so there is no ringing involved. It always immediately forwards to the VM prompt. This has been working flawlessly until there was an issue when someone called in left a VM but there was no voicemail in the VM box. It is not being sent to an email and the HR person checks via the webclient everyday. It does show in the call log for the extension, and also in the call report. The call report shows that the call was unanswered and went to voicemail and recorded ~1 minute of audio, or at least that is how long the call lasted. This happened twice within a minute. I have no other instance of this happening. If someone has experienced this I would love to hear what you found. This is a up to date AWS Micro instance, version 16.0.5.611, provider is bandwidth.com. I really have had no issues with this customer or provider up until this issue. One note is that this same caller left a message another day and it recorded properly, the only thing that I have noticed is that with this caller the call is terminated by VMail, and on other calls it shows that the call is terminated by the caller.

Thanks in advance.

 

[cadbrowne]

We had a similar issue this morning. The call log shows that an outside line did connect to the call-off-work extension # for 37 seconds at 3:47 am. But there is no message from that time. They are supposed to get emailed AND left on the extensions VM. Neither is there. However, there are other VM's from other days, and the test one I left later today also worked. Where do I look to troubleshoot?

 

[craigreilly]

Strange for sure... As long as longer than 2 seconds (or whatever you have setup) should send even an empty voicemail.
Check settings->voicemail.
Check minimum length
Check quota

 

[cadbrowne]

Minimum length is 1 sec. Quota was nowhere near full.
Maybe he wasn't talking loud enough? Or accidentally muted himself on his smartphone?
Would 3CX not send what it thought was silence?

 

[craigreilly]

It will send/save silence if longer than 1 second.