Solved Not receiving voicemail emails.

[AdamR_Best]

Hi guys,

First off

• 3CX Version, e.g. Standard Annual 18.0.2.314 (We upgraded to V18 on the 22nd of December, before that we were running 16.0.8.9 on Debian 9)
• Server OS, e.g. Debian 10
• Is the 3CX Server Hosted and where? Google
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO ?

I have just discovered that we have not received any voicemail emails since the 17th of December.
The strange thing is that we are receiving alerts/notifications from [email protected] for the following.



The event log and Activity log in 3CX don't show that anything is wrong.
I have checked with other clients that we manage their 3CX for and they have been receiving Voicemail emails fine.
I have also done a message trace from [email protected] to our voicemail shared mailbox and there is nothing. I am confident it is just the voicemail emails that are not hitting our M365 tenancy.
Has anyone else experienced this?

 

[Saqqara]

Are you using 3cx smtp server or custom ?

 

[AdamR_Best]

Are you using 3cx smtp server or custom ?

Hi Saqqara,

Sorry, I should have added that to initial post. Only using the 3CX SMTP server.

 

[VasilisV_3CX]

Hi @AdamR_Best,

What option do you have selected for Vmails on the extension you're trying to receive? (notification only, attachment of vmail etc)?

If you change the email address of the extension, does it come through?

If you create a completely new extension, add an email address and add the option to send a notification for VM, does it come through?

 

[AdamR_Best]

Hi Vasilis,

What option do you have selected for Vmails on the extension you're trying to receive? (notification only, attachment of vmail etc)?

For that extension Email Options is set to: Send vmail as attachment

If you change the email address of the extension, does it come through?

Frustratingly yes... Set it to my email and then it works.. Switch the email back and no joy

I can now see the voicemail that was sent to me but still only the standard notifications from [email protected] in the message trace to our alerts mailbox.
Should also mention that our work emails are with Microsoft 365.

If you create a completely new extension, add an email address and add the option to send a notification for VM, does it come through?

Same thing as above... To my email it works... To the voicemail shared mailbox. nothing

Edit: I should also add I am able to send emails to the voicemail shared mailbox from my personal gmail account. So it's not likely an account issue in M365.

 

[VasilisV_3CX]

Hi @AdamR_Best,

Does the shared mailbox email address receive things like the Welcome Email? If you edit your extension and add that email address in the general extension email, then send a Welcome email from the Users section, does it arrive?

 

[AdamR_Best]

Hi @AdamR_Best,

Does the shared mailbox email address receive things like the Welcome Email? If you edit your extension and add that email address in the general extension email, then send a Welcome email from the Users section, does it arrive?

It does not. I have even gone as far as to change notifications to go to it and fired off a test. I then get "mail sent". Still nothing.

To me it kind of seems as though that recipient has been blocked on the 3CX SMTP server.

 

[VasilisV_3CX]

Hi @AdamR_Best,

Would you be able to configure an alias address for the shared mailbox and try to send a welcome email to that address, and see if it arrives in the shared mailbox?

 

[AdamR_Best]

Still no joy. Confirmed that the alias is working with a test email from my Gmail account...

 

[VasilisV_3CX]

Hi @AdamR_Best,

Can you PM me the email address and the alias address you used, I'd like to check something.

 

[VasilisV_3CX]

This issue was resolved via PM, the email addresses were blocked by us. Removing them from the bounce list resolved the issue.