Phone rings for 30s after being sent to Voicemail

[Ibo]

My phones are ringing for an additional 30 seconds after the call is timed out and sent to the Voicemail.

With an average time out of 20 seconds and an additional 30 seconds now, it's simply too long to actually someone leaving a voicemail. This is the error I keep getting. Voicemail prompt to leave a message doesn't hit until it hits 30 seconds in the VMBox. Just ringing

10/06/2025 7:46:37 PM	000-004	+1***************	Voicemail Box (1000)	Inbound	Answered	-	00:00:00	00:00:27	0.00	Ended by Amazon Chime Voice Connector (+1*********
10/06/2025 7:46:34 PM	000-004	+1***************	Fisteku, Filan (1000)	Inbound	Unanswered	-	00:00:20	00:00:00	0.00	Inbound: +1********** → Via trunk: Amazon Chime Voice Connector (+1********) → No answer, call forwarded to Voicemail Box (1000)

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[leejor]

Have you looked at the 3CX Activity Log to be certain that the call is "hitting" the VM system and then taking 30 seconds to answer?

 

[Ibo]

Hi Leejor,

So after a call is received to our agent, it rings the same duration as it's setup in the No Answer Time out which redirects it to the Voice Mail Box. After that time out, for example 20 seconds, the call opens up from the person that is making the call and it rings for 30 seconds. In the call from the person who is making the call it rings two separate times, once for the duration of 20 seconds, then the call opens up and the ringtone changes sound and keeps ringing for another 30 seconds before giving the Voicemail prompt to leave a message.

That means a person who calls needs to wait 50 seconds (20 seconds from the time out and 30 from the voicemailbox) before they get a prompt to leave a message. I put verbose to 6 and checked the logs, this is the case in the logs as well.

10/07/2025 4:33:20 PM	000-007	+1**************	Voicemail Box (1000)	Inbound	Answered	-	00:00:00	00:00:30	0.00	Ended by Amazon Chime Voice Connector (+1**************)
10/07/2025 4:33:18 PM	000-007	+1**************	Fisteku, Filan (1000)	Inbound	Unanswered	-	00:00:20	00:00:00	0.00	Inbound: +1************** → Via trunk: Amazon Chime Voice Connector (+1**************) → No answer, call forwarded to Voicemail Box (1000)

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It went into the VM Box, and supposedly it ran for 30 seconds, but there is no Voicemail in my box. At the 30-second mark, it gives the prompt.

 

[leejor]

and supposedly it ran for 30 seconds

Did you look at the Activity Log?

 

[Ibo]

Yes.

 

[paulodagraca]

Hello @Ibo ,

Can you check what does happen, when you dial (internaly) the voicemail-box directly.
Dial *41000 , and listen to the greeting (anything wrong with the wav file?).
After check log, with what you did see/hear happening.

Paulo

 

[Ibo]

Hi Paulo,

I did internal call with the number you said and also a call from agent to agent. The ringing runs for 30 seconds as per my last problem, it gives the voice prompt at around 0:44. I extended both calls, one was 0:50 and the other was 0:51. The voicemail in the box is blank. No audio, no noise for the both of them.

10/09/2025 11:46:19 PM	000-002	Zayer, Erfan (1000)	Voicemail Box (*41000)	Internal	Answered	-	00:00:00	00:00:50	0.00	Ended by Fisteku, Filan (1000)
10/09/2025 11:42:25 PM	000-001	1, Agent (1001)	Voicemail Box (1000)	Internal	Answered	-	00:00:00	00:00:51	0.00	Ended by 1, Agent (1001)
10/09/2025 11:42:09 PM	000-001	1, Agent (1001)	Filan, Fisteku (1000)	Internal	Unanswered	-	00:00:16	00:00:00	0.00	No answer, call forwarded to Voicemail Box (1000)

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[paulodagraca]

Hello,

DIaling the *4 will skip any routing, and go strait to Voicemail.
There can NOT be any delay, and the call-log does also not show any delay in the call answering.
To me, it seems something is wrong with the wav file playing.
Please change the greeting (wav) file for the extension, and test again.
Only intrested in the dial *4 result, taking any routing out of this problem investigation.
Let us know

Paulo

 

[Ibo]

Hi Paulo, the WAV file was messed up for some reason.

I grabbed a shorter one that gives the instruction part. I updated it for the extension but it's still going to that old one.
I guess I'll wait for a bit for the system to pick up on the change. ( I did try to restart the OS, it didn't do anything).
This has been the case with updating and extension, it takes a few hours for any change to happen.

I'll keep you posted