Outgoing Calls To Mobiles- Mobile Numbers Voicemail Service Restarts

[Jrp1991]

Hi All,

We have been looking into reports of an issue with outgoing calls to mobile numbers.

When our two of our Sales team are leaving a voicemail, once prompted to start recording a message on the mobile number being called, the voicemail system starts the prompt dialogue again to record a message.

Some of the recordings we have listened to the mobiles voicemail service either restarts itself between 30-50seconds after starting to leave a message and returns to going round the digital prompt to leave a message again, sometimes even going round the digital prompt twice in quick succession after restarting.

This happens on two of our extensions so far!!

We are running a 3cx phone system over a VPN with a external provider and use Yealink T46g phones.

If anyone could shed some light on what this issue might be, it would be most helpful

Thank You

 

[leejor]

When our two of our Sales team are leaving a voicemail, once prompted to start recording a message on the mobile number being called, the voicemail system starts the prompt dialogue again to record a message.

To be clear...are you are talking about leaving a voicemail on a mobile carriers voicemail system from a 3CX extension, or, leaving a voicemail on the 3CX PBX extension from a mobile caller?

 

[Jrp1991]

Hi Lee,

It is leaving a voicemail on a mobile carrier voicemail system from a 3cx extension.

 

[leejor]

If it continually prompts to leave a message, then i suspect that, it is not detecting any audio, perhaps the audio level is too low. Is this an issue with mobile phones on a certain provider? What type of trunking are you using out of the PBX? have you had any other complaints about low level audio? Have you spoken with the mobile provider to help trouble-shoot?

 

[Jrp1991]

Its on all providers so far, I.e. EE, O2, Tesco, Vodafone. Trunks are custom from our provider we use, we have had a one way audio issue which we could see the packets dropping over the VPN, we have increased our UDP this morning on the router which was set to low for the data we stream so im guessing that might fix the issue with leaving voicemail?

Only two of our staff reported the voicemail issue on two 3cx extensions, rest of the staff had one way audio during calls when the packets kept dropping.

 

[leejor]

As I said, the only reason that the voicemail systems would continue to prompt you to leave a message, is that it did not detect any audio. If you are having a known audio issue, I suspect that is the cause of the problem. You just need to determine why there is no audio.