Untranscribed Voicemail

[vayaconqueso]

Hi Folks, I'm getting some odd behavior and am a bit stumped, hoping someone here might be able to help. We're set up to use Google Voice to Text transcription for emails, and for the most part it works totally fine. Voicemail comes in, gets transcribed, and gets delivered to the user. Weirdly though, we will periodically get a flood of email notifications in the middle of the night from old voicemails, with no transcription attached. This seems to align with points when the 3CX server is rebooted, or possibly when the nightly backup runs, but not sure if it's related or just coincidental. Any ideas what's going on?

• 3CX Version: Professional Annual 16.0.8.9
• Server OS, Windows Server 2012 R2
• Is the 3CX Server Hosted and where? On-prem
• Provisioning Method: Local
• Trunk Provider: Siptrunk.com
• Has the Firewall Checker passed: YES

 

[VasilisV_3CX]

Hi @vayaconqueso,

Are the emails that you're receiving exact duplicates of previous mails you're already received?

 

[vayaconqueso]

That is an excellent question. I'm not really sure, the ones that are coming in are pretty old and we don't normally keep messages around for long once they've been received.

 

[VasilisV_3CX]

Hi @vayaconqueso,

How often would you say these emails are coming in? You mentioned it coincides with nightly backups or service restarts, would that mean you can trigger it to happen to reproduce? If yes, can you check if these are duplicates?

 

[vayaconqueso]

Looks like it's the same 7 voicemails, every night at 11:40 on the dot. Our backup runs at 1 AM, so it doesn't appear to be triggered by that.

All of the voicemails are on the same extension (the general mailbox), and they are still in the mailbox (along with many other voicemails that don't get resent every night). They all look to be 1-3 second empty messages, dating back as far as last December. I've tried just deleting them out of the mailbox, but they don't actually clear when I do. No error message, they just don't disappear after deletion.

 

[VasilisV_3CX]

Hi @vayaconqueso,

Firstly, make a full backup of your PBX before trying anything I mention below:

1. To try something less invasive, go to the extension and disable voicemail. Re-enable it and check if you can delete the voicemails.
2. If that didn't work, and provided the extension has a lot of voicemails you'd like: Log in to the backend via SSH etc and download the voicemails for the extension.
3. Now export the extension, delete the extension (note that this will delete ALL voicemails), so if you need any of the voicemails on that extension you'll want to navigate to C:\ProgramData\3cxpbx\Instance1\Data\Ivr\Voicemail\Extensions\[your extension] via the backend and download them.
4. Import the extension. Check if they're still there. They should now be cleared.