Odd Voicemail not configured problem

Discussion in '3CX Phone System - General' started by nfletcher2, Mar 21, 2018.

  1. nfletcher2

    Joined:
    Oct 4, 2017
    Messages:
    35
    Likes Received:
    0
    So we have a customer with a 3CX system that is having an odd issue. Currently, when users call in on their primary number it goes through these steps...

    Ring group A - User 1 - Forward to ring group B if no answer within 7 seconds
    Ring group B - User 1, User 2, User 3 - Forward to ring group C if no answer within 17 seconds
    Ring group C - User 1, User 2, User 3, User 4, User 5, User 6 - If no answer in 20 seconds, send to an general mailbox extension that forwards a voicemail to the users email

    It was reported to us that when people called in they are getting the message "I'm sorry, this mailbox has not yet been setup by this subscriber..." The problem is that we can call the general voicemail and it works fine. If I set Ring group A to go directly to voicemail if no answer, it works. If we step that up and have it go to voicemail after Ring Group B, it fails.

    So for example, this works...

    Ring group A - User 1- Send to an general mailbox extension that forwards a voicemail to the users email

    But this does not...

    Ring group A - User 1 - Forward to ring group B if no answer within 7 seconds
    Ring group B - User 1 - If no answer in 20 seconds, send to an general mailbox extension that forwards a voicemail to the users email

    My first thought was that maybe the voicemail timeout for user 1 was shorter than the timeouts combined for the ring groups so we increased the timeout for User 1 to 75 seconds and this did not fix it.

    Thoughts?
     
  2. Saqqara

    Saqqara Active Member

    Joined:
    Mar 12, 2014
    Messages:
    693
    Likes Received:
    99
    Have you tried

    1. Deleting the general mailbox voicemail, and setting it up again
    2. Change the setting for ring group C to another voicemail box to see if this works.
     
  3. leejor

    leejor Well-Known Member

    Joined:
    Jan 22, 2008
    Messages:
    10,071
    Likes Received:
    201
    Did you look at the 3CX Activity Log to see exactly which extension's mailbox it fails at?
     
  4. nfletcher2

    Joined:
    Oct 4, 2017
    Messages:
    35
    Likes Received:
    0
    I did but it is not immediately clear which extension it is. I am also not super fluent yet with the structure of the call. The odd part is, I can strip the extensions down to a single extension in ring group a and b and it still occurs, regardless of which extension it is. I will keep digging and see if I can better understand the logs. Thank you.
     
  5. nfletcher2

    Joined:
    Oct 4, 2017
    Messages:
    35
    Likes Received:
    0
    I will try recreating and do a bit of testing. The odd thing is that it does not seem to be ringing for 20 seconds when it hits group C as it is set to.
     
  6. leejor

    leejor Well-Known Member

    Joined:
    Jan 22, 2008
    Messages:
    10,071
    Likes Received:
    201
    Post the Activity Log if you are unsure about interpreting it.
     
  7. nfletcher2

    Joined:
    Oct 4, 2017
    Messages:
    35
    Likes Received:
    0
    Hey leejor is there an easy way to share the log confidentially? Or is the best method just going through and removing the public info like phone numbers? I setup a new general mailbox extension and it did the same thing.
     
  8. craigreilly

    craigreilly Well-Known Member

    Joined:
    Feb 1, 2012
    Messages:
    2,794
    Likes Received:
    132
    The message you are getting seems to be from a provider. can you confirm when this happens that the call is visible in the active call log? It sounds like a message from a cell/mobile phone company.
    Do any of the extensions have "Ring my mobile simultaneously" turned on? and under PBX Settings "Allow forwarding to external numbers in Ring Groups and Queues"...
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  9. nfletcher2

    Joined:
    Oct 4, 2017
    Messages:
    35
    Likes Received:
    0
    I agree, it is not a message I have seen before with 3CX. Yes, I can see it getting to the activity logs.
     
  10. craigreilly

    craigreilly Well-Known Member

    Joined:
    Feb 1, 2012
    Messages:
    2,794
    Likes Received:
    132
    So - I just made an edit.
    Do any of the extensions have "Ring my mobile simultaneously" turned on? and under PBX Settings "Allow forwarding to external numbers in Ring Groups and Queues"...
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  11. leejor

    leejor Well-Known Member

    Joined:
    Jan 22, 2008
    Messages:
    10,071
    Likes Received:
    201
    It could be sent as a message to one or more members, but then others would be unable to provide input. It's usually just best to remove parts of any public phone numbers or your public IP/Domin
     
  12. nfletcher2

    Joined:
    Oct 4, 2017
    Messages:
    35
    Likes Received:
    0
    None of the phones have "Ring my mobile..." set and none of them even have mobile numbers configured.

    The option "Allow forwarding to external numbers in ring groups..." is checked though. Can you explain this a little before I disable? I tried researching but did not find an immediate answer. Does this limit all users from forwarding to external numbers?
     
  13. craigreilly

    craigreilly Well-Known Member

    Joined:
    Feb 1, 2012
    Messages:
    2,794
    Likes Received:
    132
    As it says - ring group and queue calls will not ring external devices.
    Has nothing to do with normal calls direct to extension.
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  14. nfletcher2

    Joined:
    Oct 4, 2017
    Messages:
    35
    Likes Received:
    0
    I am looking over the Activity logs and I see this:

    23-Mar-2018 12:24:10.520 Call to T:RingAll:8003@[Dev:sip:2102@192.168.121.49:5060,Dev:sip:2103@192.168.121.119:5060,Dev:sip:2104@192.168.121.132:5060,Dev:sip:2105@127.0.0.1:5488;rinstance=567a65f6ffa02fd5,Dev:sip:2105@192.168.121.38:5060,Dev:sip:2106@192.168.121.23:5060,Dev:sip:2106@127.0.0.1:5488;rinstance=8cfe1495e70b8747,Dev:sip:2101@192.168.121.55:5060] from L:188.1[Line:90001<< redactedNumber] failed, cause: Cause: 480 Temporarily Unavailable/INVITE from 127.0.0.1:5488

    One thing that is odd is extension 2105. It seems to be forwarding the call to the loopback address on an odd port, but everything looks normal under the extension. Thoughts?

    Edit: following up on this, it looks like under phones that that address/port combination is for the push service. Would that be a user setting the call on their phone to forward to their cell?
     
  15. nfletcher2

    Joined:
    Oct 4, 2017
    Messages:
    35
    Likes Received:
    0
    Also, disabling this setting did not change the behavior.
     
  16. nfletcher2

    Joined:
    Oct 4, 2017
    Messages:
    35
    Likes Received:
    0
    I attached a section of the activity logs in a reply below that I think may be relevant. If not, I can redact the needed bits from the rest and upload the whole section of the call.
     
  17. craigreilly

    craigreilly Well-Known Member

    Joined:
    Feb 1, 2012
    Messages:
    2,794
    Likes Received:
    132
    Didn't expect it would if not set within the extension as well.
    Try disconnecting the phone that you think is the culprit.
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  18. nfletcher2

    Joined:
    Oct 4, 2017
    Messages:
    35
    Likes Received:
    0
    I will do some more testing. I actually removed all but a couple phones from the ring groups and it did not seem to fix it. I could even change the respective users in the ring groups and would get the same behavior. There doesn't seem to be a common extension that is causing it.
     
  19. craigreilly

    craigreilly Well-Known Member

    Joined:
    Feb 1, 2012
    Messages:
    2,794
    Likes Received:
    132
    What happens calling 2005 directly?
    Can we get a packet capture form the activity log?
    You can send to dropbox and PM me.

    What are the numbers of the Ring Groups being used?
    What country are you in?
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
    #19 craigreilly, Mar 23, 2018
    Last edited: Mar 23, 2018
    leejor likes this.
  20. nfletcher2

    Joined:
    Oct 4, 2017
    Messages:
    35
    Likes Received:
    0
    Ring group 8000 - Ext 2101 and 2103 - Forward to ring group 8001 if no answer within 7 seconds
    Ring group 8001 - Ext 2102, 2103, 2101 - Forward to ring group 8003 if no answer within 17 seconds
    Ring group 8003 - Ext 2102, 2103, 2104, 2105, 2106, 2101 - If no answer in 20 seconds, send to an general mailbox voicemail for ext 2100

    Those are the extension numbers. How do I PM through here? Maybe I am blind.