Unable to access voicemail

Discussion in '3CX Phone System - General' started by Fungus, Dec 18, 2008.

Thread Status:
Not open for further replies.
  1. Fungus

    Joined:
    Dec 18, 2008
    Messages:
    6
    Likes Received:
    0
    Hi

    I'm running 3CX small business server v. 6.1.0 & I have set my voicemail number as 700 in the General -> General Settings -> Voicemail & Fax delivery Settings page.

    Unfortunately, I cannot access the voicemail from any of our company phones (Linksys SPA921) which have been provisioned. Having set the logging level to verbose, when I dial 700 I get the following messages:
    Code:
    19:37:03.040	Call::Terminate	[CM503008]: Call(5): Call is terminated
    19:37:03.040	Call::RouteFailed	[CM503015]: Call(5): Attempt to reach [sip:700@xxx.xxx.xxx.1] failed. Reason: Not Registered
    19:37:03.009	Call::RouteFailed	[CM503015]: Call(5): Attempt to reach [sip:700@xxx.xxx.xxx.1] failed. Reason: Not Registered
    19:37:03.009	CallCtrl::onSelectRouteReq	[CM503016]: Call(5): Target is not registered: Ext:Ext.700
    19:37:03.009	CallCtrl::onSelectRouteReq	[CM503010]: Making route(s) to [sip:700@xxx.xxx.xxx.1]
    19:37:03.009	MediaServerReporting::SetRemoteParty	[MS210000] C:5.1:Offer received. RTP connection: xxx.xxx.xxx.130:16452(16453)
    19:37:03.009	CallLeg::setRemoteSdp	Remote SDP is set for legC:5.1
    19:37:03.009	Extension::printEndpointInfo	[CM505001]: Ext.102: Device info: Device Identified: [Man: Linksys;Mod: SPA-921;Rev: General] Capabilities:[reinvite, no-replaces, able-no-sdp, recvonly] UserAgent: [Linksys/SPA921-5.1.8] Transport: [sip:xxx.xxx.xxx.1:5060]
    19:37:02.993	CallCtrl::onIncomingCall	[CM503001]: Call(5): Incoming call from Ext.102 to [sip:700@xxx.xxx.xxx.1]
    19:37:02.993	CallLeg::onNewCall	[CM500002]: Info on incoming INVITE:
    INVITE sip:700@xxx.xxx.xxx.1 SIP/2.0
    Via: SIP/2.0/UDP xxx.xxx.xxx.130:5060;branch=z9hG4bK-14a22b7e
    Max-Forwards: 70
    Contact: "Aris Krikelis"[sip:102@xxx.xxx.xxx.130:5060]
    To: [sip:700@xxx.xxx.xxx.1]
    From: "Aris Krikelis"[sip:102@xxx.xxx.xxx.1];tag=2b56078a9bd4d321o0
    Call-ID: b2963a7e-c0cf1cbd@xxx.xxx.xxx.130
    CSeq: 102 INVITE
    Expires: 240
    Allow: ACK, BYE, CANCEL, INFO, INVITE, NOTIFY, OPTIONS, REFER
    Proxy-Authorization: Digest username="102",realm="3CXPhoneSystem",nonce="12874102622:a5cf76a068a99053e713c9cd6426c522",uri="sip:700@xxx.xxx.xxx.1",algorithm=MD5,response="b0979b67c1b5957782272f363789d385"
    Supported: replaces
    User-Agent: Linksys/SPA921-5.1.8
    Content-Length: 0
    
    In addition to the above, I have set a forwarding rule for a call to be directed to the mailbox when a phone is not picked up after a certain time. This doesn't work either and gives the following error messages:

    Code:
    19:41:56.991  	StunClient::onInitTests  	[CM506001]: STUN request to resolve SIP external IP:port mapping is sent to STUN server 75.101.138.128:3478 over Transport xxx.xxx.xxx.107:5060
    19:41:56.991 	StunClient::onInitTests 	[CM506001]: STUN request to resolve SIP external IP:port mapping is sent to STUN server 75.101.138.128:3478 over Transport xxx.xxx.xxx.1:5060
    19:39:41.788 	Call::Terminate 	[CM503008]: Call(6): Call is terminated
    19:39:41.772 	Call::RouteFailed 	[CM503015]: Call(6): Attempt to reach [sip:102@xxx.xxx.xxx.1:5060] failed. Reason: Not Registered
    19:39:41.756 	Call::RouteFailed 	[CM503015]: Call(6): Attempt to reach [sip:102@xxx.xxx.xxx.1:5060] failed. Reason: Not Registered
    19:39:41.756 	CallCtrl::onRerouteReq 	[CM503016]: Call(6): Target is not registered: Ext:Ext.700
    19:39:26.711 	MediaServerReporting::SetRemoteParty 	[MS210006] C:6.2:Offer provided. Connection(by pass mode): xxx.xxx.xxx.140:16466(16467)
    19:39:26.696 	CallCtrl::onSelectRouteReq 	[CM503004]: Call(6): Calling: Ext:Ext.102@[Dev:sip:102@xxx.xxx.xxx.130:5060]
    19:39:26.696 	CallCtrl::onSelectRouteReq 	[CM503010]: Making route(s) to [sip:102@xxx.xxx.xxx.1:5060]
    19:39:26.696 	MediaServerReporting::SetRemoteParty 	[MS210000] C:6.1:Offer received. RTP connection: xxx.xxx.xxx.140:16466(16467)
    19:39:26.696 	CallLeg::setRemoteSdp 	Remote SDP is set for legC:6.1
    19:39:26.696 	Extension::printEndpointInfo 	[CM505001]: Ext.120: Device info: Device Identified: [Man: Linksys;Mod: SPA-921;Rev: General] Capabilities:[reinvite, no-replaces, able-no-sdp, recvonly] UserAgent: [Linksys/SPA921-5.1.8] Transport: [sip:xxx.xxx.xxx.1:5060]
    19:39:26.680 	CallCtrl::onIncomingCall 	[CM503001]: Call(6): Incoming call from Ext.120 to [sip:102@xxx.xxx.xxx.1:5060]
    19:39:26.680 	CallLeg::onNewCall 	[CM500002]: Info on incoming INVITE:
    INVITE sip:102@xxx.xxx.xxx.1:5060 SIP/2.0
    Via: SIP/2.0/UDP xxx.xxx.xxx.140:5060;branch=z9hG4bK-d0001c1f
    Max-Forwards: 70
    Contact: "120"[sip:120@xxx.xxx.xxx.140:5060]
    To: [sip:102@xxx.xxx.xxx.1:5060]
    From: "120"[sip:120@xxx.xxx.xxx.1:5060];tag=6c4b34e5bf2df947o0
    Call-ID: 24963bbd-9b6e04f@xxx.xxx.xxx.140
    CSeq: 102 INVITE
    Expires: 240
    Allow: ACK, BYE, CANCEL, INFO, INVITE, NOTIFY, OPTIONS, REFER
    Proxy-Authorization: Digest username="120",realm="3CXPhoneSystem",nonce="12874102766:947e0526b3ce81860609dfbebebc5bfe",uri="sip:102@xxx.xxx.xxx.1:5060",algorithm=MD5,response="8ebae3107ada82de61decc0a8cb05518"
    Supported: replaces
    User-Agent: Linksys/SPA921-5.1.8
    Content-Length: 0
    
    I've tried restarting the "3CX PhoneSystem Voicemail Manager" which takes place successfully but doesn't really change the outcome. Upon restart, the log message on the server is:

    Code:
    19:45:19.999	ListenConnect	SL: connected xxxserve:0/VoiceBoxManagerService at [xxxserve]/VoiceBoxManagerService
    19:45:13.031 	ListenDisconnect 	SL: disconnected xxxserve:0/VoiceBoxManagerService at [xxxserve]/VoiceBoxManagerService
    I'd appreciate any help with this as we really need the voicemail capability for our company.

    Cheers
     
  2. ess

    ess New Member

    Joined:
    Jun 8, 2007
    Messages:
    133
    Likes Received:
    0
    If you login to your 3cx system with the 3cx Voip Softphone, do you see your extension 700 listed after all of your hardphone extensions as registered? This is a strange error.

    You can also try going to your General Settings page, entering 700 for the vmail again, and saving. I had issues where my conference settings were only partly saved after a backup and restore and would not register properly.

    Keep us updated.
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  3. Fungus

    Joined:
    Dec 18, 2008
    Messages:
    6
    Likes Received:
    0
    Hi, thanks for your reply. Extension 700 (the voicemail) is not listed under "Line Status" if that's what you mean. Is it supposed to?

    I just clicked ok on the settings again and restarted the server but no change...
     
  4. kevin

    kevin Member

    Joined:
    Nov 23, 2006
    Messages:
    316
    Likes Received:
    1
    Hi there

    A couple of things to keep in mind here...

    1. The conference extension number is 700 by default - possibly you have a conflict here. Please choose some other number for your voicemailbox special number.
    2. Assuming that the above is not the issue, it may be possible that you simply need to restart the Digital Receptionist and Voicemailbox services.

    Hope this helps

    Regards

    Kevin
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  5. Fungus

    Joined:
    Dec 18, 2008
    Messages:
    6
    Likes Received:
    0
    Hi,

    Thanks for your message. I've changed the number to 777 & restarted the server but this makes no difference. The interesting thing is that when the server starts, the log specifically mentions:

    Whereas there is nothing about the voicemail server. The number simply doesn't register no matter what and when I try to dial it the messages are as posted above.

    Just to make sure I'm doing everything right, this is the script I'm using to start the server services:

    Code:
    net start "3CX PhoneSystem Database Server"
    net start "3CX phoneSystem Parking Orbit"
    net start "3CX PhoneSystem Conference Room"
    net start "3CX PhoneSystem SIP/RTP Tunneling Proxy"
    net start "3CX PhoneSystem Voicemail Manager"
    net start "3CX PhoneSystem Digital Receptionist"
    net start "3CX PhoneSystem FAX Server"
    net start "3CX PhoneSystem Media Server"
    net start "3CX PhoneSystem Web Server"
    net start "3CX PhoneSystem"
    Any other ideas would be greatly appreciated.

    Thanks
     
  6. William400

    William400 Well-Known Member

    Joined:
    Aug 21, 2006
    Messages:
    1,005
    Likes Received:
    0
    Hi

    Are you running in Verbose mode? If not please enable it and restart the service and paste the Logging at startup.
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  7. Fungus

    Joined:
    Dec 18, 2008
    Messages:
    6
    Likes Received:
    0
    Hi,

    Thanks very much for your help.

    This is the output after server restart in verbose mode:

    As you can see, the fax number 888 is registering correctly whereas the voicemail number 777 doesn't appear anywhere and I get an error when I try to dial it (please see my previous posts). Thanks for your help!
     
  8. kevin

    kevin Member

    Joined:
    Nov 23, 2006
    Messages:
    316
    Likes Received:
    1
    Hi there

    It's possible that something went AWOL during an upgrade from a previous version because of using 700 (same as conference).

    Simplest solution is probably clean re-install.

    Regards

    Kevin
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  9. Fungus

    Joined:
    Dec 18, 2008
    Messages:
    6
    Likes Received:
    0
    Hi and thanks again for replying. Bearing your advice in mind, is it somehow possible to save the existing settings of the 3CX server so I don't have to manually re-enter them following re-installation?

    Cheers
     
  10. kevin

    kevin Member

    Joined:
    Nov 23, 2006
    Messages:
    316
    Likes Received:
    1
    Hi there

    In view of it being likely that a backup/restore through several versions might have caused this, I would recommend config from-scratch. Unfortunately trying to keep some part of this has a good chance of keeping the problem also.

    Regards

    Kevin
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  11. Fungus

    Joined:
    Dec 18, 2008
    Messages:
    6
    Likes Received:
    0
    Hi again,

    Forgive me for what might appear a silly question. Our company has purchased a license for the small business edition and we have version 6.1.0 installed. As we're not using the free editions, we haven't been cycling through new updates and any updating has been done under the "Version/Updates" page in the "General" section of the 3CX server web interface. With this in mind, what do you mean "several versions"?

    Furthermore, the license is version-specific if I'm not mistaken. Our currently installed version is 6.1.0 and the one available on the net is build v6.1793. Can I install the net version? Will the same license work again? I presume there must be some safety mechanism to ensure that one doesn't use the same license for a large number of installations.

    Thanks for your help,
    Aris
     
  12. kevin

    kevin Member

    Joined:
    Nov 23, 2006
    Messages:
    316
    Likes Received:
    1
    Hi Aris

    Actually the question is valid. Version 6.1 and V6.1793 are identical, so the same license will work. It was possible to encounter this issue also while moving through pre-release version of V7, and I missed the info that you were using V6.1 - so that's why I mentioned "several".

    You have been unlucky since you have a combination of settings which will create this issue: v6.1 was the first version to introduce the Conference functionality, and you happened to be using Ext. 700 at the time.

    Regards

    Kevin
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
Thread Status:
Not open for further replies.