Unable to access voicemail

[Fungus]

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:

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:[email protected]] failed. Reason: Not Registered
19:37:03.009	Call::RouteFailed	[CM503015]: Call(5): Attempt to reach [sip:[email protected]] 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:[email protected]]
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:[email protected]]
19:37:02.993	CallLeg::onNewCall	[CM500002]: Info on incoming INVITE:
INVITE sip:[email protected] SIP/2.0
Via: SIP/2.0/UDP xxx.xxx.xxx.130:5060;branch=z9hG4bK-14a22b7e
Max-Forwards: 70
Contact: "Aris Krikelis"[sip:[email protected]:5060]
To: [sip:[email protected]]
From: "Aris Krikelis"[sip:[email protected]];tag=2b56078a9bd4d321o0
Call-ID: [email protected]
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:[email protected]",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:

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:[email protected]:5060] failed. Reason: Not Registered
19:39:41.756 	Call::RouteFailed 	[CM503015]: Call(6): Attempt to reach [sip:[email protected]: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:[email protected]:5060]
19:39:26.696 	CallCtrl::onSelectRouteReq 	[CM503010]: Making route(s) to [sip:[email protected]: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:[email protected]:5060]
19:39:26.680 	CallLeg::onNewCall 	[CM500002]: Info on incoming INVITE:
INVITE sip:[email protected]:5060 SIP/2.0
Via: SIP/2.0/UDP xxx.xxx.xxx.140:5060;branch=z9hG4bK-d0001c1f
Max-Forwards: 70
Contact: "120"[sip:[email protected]:5060]
To: [sip:[email protected]:5060]
From: "120"[sip:[email protected]:5060];tag=6c4b34e5bf2df947o0
Call-ID: [email protected]
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:[email protected]: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:

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

 

[ess]

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.

 

[Fungus]

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...

 

[Kevin Attard Compagno]

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

 

[Fungus]

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:

[CM504008]: Fax Service: registered as sip:[email protected]:5060 with contact sip:[email protected]:5100;user=phone

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:

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

 

[William400]

Hi

Are you running in Verbose mode? If not please enable it and restart the service and paste the Logging at startup.

 

[Fungus]

Hi,

Thanks very much for your help.

This is the output after server restart in verbose mode:

11:34:32.878 ClientRegs:nSuccess [CM504004]: Registration succeeded for: 10000@voiptalk
11:34:32.847 ClientRegs:nSuccess [CM504004]: Registration succeeded for: 10002@Voiptalk3
11:34:32.847 ClientRegs:nSuccess [CM504004]: Registration succeeded for: 10001@voiptalk2
11:34:32.644 ClientRegs::Register [CM504003]: Sent registration request for 10000@voiptalk
11:34:32.644 ClientRegs::Register [CM504003]: Sent registration request for 10002@Voiptalk3
11:34:32.644 ClientRegs::Register [CM504003]: Sent registration request for 10001@voiptalk2
11:34:32.535 CallMgr:nAddIPs IP(s) added:[xxx.xxx.xxx.1,xxx.xxx.xxx.107]
11:34:27.097 ListenConnect SL: connected xxxserve:0/VoiceBoxManagerService at [xxxserve]/VoiceBoxManagerService
11:34:23.910 ClientRegs:nSuccess [CM504004]: Registration succeeded for: 10002@Voiptalk3
11:34:23.879 ClientRegs:nSuccess [CM504004]: Registration succeeded for: 10001@voiptalk2
11:34:23.879 ClientRegs:nSuccess [CM504004]: Registration succeeded for: 10000@voiptalk
11:34:23.769 ClientRegs::Register [CM504003]: Sent registration request for 10002@Voiptalk3
11:34:23.769 ClientRegs::Register [CM504003]: Sent registration request for 10001@voiptalk2
11:34:23.722 ClientRegs::Register [CM504003]: Sent registration request for 10000@voiptalk
11:34:23.269 FaxCfg::updateContact [CM504008]: Fax Service: registered as sip:[email protected]:5060 with contact sip:[email protected]:5100;user=phone
11:34:23.269 ExtnCfg::updateContact [CM504001]: Ext.400: new contact is registered. Contact(s): [sip:[email protected]:5063/400]
11:34:23.269 ExtnCfg::updateContact [CM504001]: Ext.310: new contact is registered. Contact(s): [sip:[email protected]/310]
11:34:23.269 ExtnCfg::updateContact [CM504001]: Ext.300: new contact is registered. Contact(s): [sip:[email protected]:5062/300]
11:34:23.269 ExtnCfg::updateContact [CM504001]: Ext.200: new contact is registered. Contact(s): [sip:[email protected]:5061/200]
11:34:23.254 ExtnCfg::updateContact [CM504001]: Ext.140: new contact is registered. Contact(s): [sip:[email protected]:5060/140]
11:34:23.254 ExtnCfg::updateContact [CM504001]: Ext.130: new contact is registered. Contact(s): [sip:[email protected]:5060/130]
11:34:23.254 ExtnCfg::updateContact [CM504001]: Ext.120: new contact is registered. Contact(s): [sip:[email protected]:5060/120]
11:34:23.254 ExtnCfg::updateContact [CM504001]: Ext.110: new contact is registered. Contact(s): [sip:[email protected]:5060/110]
11:34:23.254 ExtnCfg::updateContact [CM504001]: Ext.107: new contact is registered. Contact(s): [sip:[email protected]:5060/107]
11:34:23.254 ExtnCfg::updateContact [CM504001]: Ext.105: new contact is registered. Contact(s): [sip:[email protected]:5060/105]
11:34:23.254 ExtnCfg::updateContact [CM504001]: Ext.102: new contact is registered. Contact(s): [sip:[email protected]:5060/102]
11:34:23.254 ExtnCfg::updateContact [CM504001]: Ext.100: new contact is registered. Contact(s): [sip:[email protected]:5060/100]
11:34:22.988 ExtnCfg::updateContact [CM504001]: Ext.*1: new contact is registered. Contact(s): [sip:*[email protected]:40000;rinstance=68315d0bad5f363c/*1]
11:34:22.972 ExtnCfg::updateContact [CM504001]: Ext.*0: new contact is registered. Contact(s): [sip:*[email protected]:40000;rinstance=2733cd024f52ed43/*0]
11:34:22.972 StunClient:rocess [CM506002]: Resolved SIP external IPort (87.194.156.92:39895) on Transport xxx.xxx.xxx.107:5060
11:34:22.957 StunClient:rocess [CM506002]: Resolved SIP external IPort (87.194.156.92:5060) on Transport xxx.xxx.xxx.1:5060
11:34:22.863 StunClient:nInitTests [CM506001]: STUN request to resolve SIP external IPort mapping is sent to STUN server 75.101.138.128:3478 over Transport xxx.xxx.xxx.107:5060
11:34:22.863 StunClient:nInitTests [CM506001]: STUN request to resolve SIP external IPort mapping is sent to STUN server 75.101.138.128:3478 over Transport xxx.xxx.xxx.1:5060
11:34:22.863 ListenConnect SL: connected xxxserve:0/3CXParkOrbit at [xxxserve]/3CXParkOrbit
11:34:22.754 ListenConnect SL: connected xxxserve:0/3CXConferenceRoom at [xxxserve]/3CXConferenceRoom
11:34:22.566 CallMgr::findLocalIPs [CM501006]: Default Local IP address: [xxx.xxx.xxx.1, xxx.xxx.xxx.107]
11:34:22.566 MediaServerConnected [CM112000] Media Server is connected
11:34:22.566 ListenConnect SL: connected xxxserve:0/MediaServer at [xxxserve]/MediaServer
11:34:22.566 DBA [CM501003]: Connected: Database
11:34:22.441 CallMgr::Initialize [CM501002]: Version: 6.1.1787.0
11:34:22.441 CallMgr::Initialize [CM501001]: Start 3CX PhoneSystem Call Manager
11:34:22.441 CallCtrl::thread [CM501007]: *** Started Calls Controller thread ***
11:34:22.441 LoadLicenceInfo [CM501009]: License Info: Loaded Succeeded

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!

 

[Kevin Attard Compagno]

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

 

[Fungus]

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

 

[Kevin Attard Compagno]

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

 

[Fungus]

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

 

[Kevin Attard Compagno]

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