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Solved Users Voicemail Rings Busy

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Kerr

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Intermediate Cert.
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Jan 11, 2019
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Good morning,

I was hoping someone could help point me in the right direction to see why when a user tries to check their voicemail, it rings busy. This client is running 3CX version 12.5.44178.1002 on premise, windows server 2012

Here is the activity log I pulled from 3CX when testing voicemail on extension 105,

11-Jan-2019 09:35:19.970 Leg L:178.1[Extn:105] is terminated: Cause: BYE from PBX
11-Jan-2019 09:35:19.927 [CM503020]: Call(C:178): Normal call termination. Call originator: Extn:105. Reason: Not found
11-Jan-2019 09:35:19.927 [CM503014]: Call(C:178): No known route from Extn:105 to target: <sip:[email protected]:5060>
11-Jan-2019 09:35:19.927 Call(C:178): from Extn:105 to 6652 doesn't match any outbound rule. No outbound rule could be selected.
11-Jan-2019 09:35:19.927 [Flow] Target endpoint for 6652 can not be built!
11-Jan-2019 09:35:19.925 [CM503001]: Call(C:178): Incoming call from Extn:105 to <sip:[email protected]:5060>
11-Jan-2019 09:35:13.089 [CM500002]: Unidentified incoming call. Review INVITE and adjust source identification:

Thanks!
 
I would first consider updating your system 12.5 is fairly out of date (we are now very close to a full v16 release now) so a lot of your features, functionality and support will vastly out of date.

From the fragment sent however it looks like your voicemail connection is attempting to use the outbound rules to connect - please advise the extension for the VM and the number being dialled.
 
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So....Extension number 6652 is what you have set the voicemail, on the PBX, to use (rather than 99,999,or 9999)? It would appear that 3CX does not think that is a valid extension. If the extension is 3 digits, then the voicemail access number should be as well.
 
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So....Extension number 6652 is what you have set the voicemail, on the PBX, to use (rather than 99,999,or 9999)? It would appear that 3CX does not think that is a valid extension. If the extension is 3 digits, then the voicemail access number should be as well.
Thank you so much! After talking with the user I found that they were dialing 6652 to access their voicemail. For what ever reason I didn't think to ask them what number they were using. I'm still pretty new at 3CX. Really appreciate the help.
 
Glad to see the issue has been resolved and thank you for updating the thread with your solution. I would however recommend upgrading your system to the latest stable 3CX version to take advantage of the new features and avoid issues with activation in the future. As there was a certificate change to the activation server, older system are now unable to activate. If for any reason your system needs to be activated, the activation will fail and the system will revert to free.
 
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