V20 Random Missing Voicemail Emails

[AndyAdmin828]

Hello.
Got a client who's hosted V20 (update 5) instance is randomly not sending voicemail attached emails. They leave a voicemail on a general unregistered extension to which it emails a distribution list. M365 email is setup and integration is running fine. An Exchange online mail trace shows no email is reaching the tenant during the time frame the call was made and voicemail was left (7:01am). Both the prior and succeeding voicemails left on the extension were successfully emailed. Here is a screenshot of the call log where it shows the voicemail being recorded. I've tested leaving voicemails myself and it worked every time.


Here's a screenshot of the mail trace:

I couldn't find anything in the sign in or audit logs for the 365 account that's used for email integration.

I can't find a reason for this happening. It will work fine for a while (weeks) and randomly occur. I've checked the system service log in the support package zip and nothing shows up for that time period other than a Call type is invalid... which doesn't make sense as the call log above shows the call was made and voicemail was recorded.


I understand medium or verbose logging might be needed but there's no telling when this happens again as it's very random.
Any insight is very appreciated.

Thanks!

 

[K_SAK]

Hi,

So the voicemails are present on the system for those calls? Is there enough VM quota/disk space? Any Transcription running?

 

[ivank]

The specified error is from another subsystem and has no impact on mail delivery. And you're right, w/o verbose logs it's impossible to tell what's wrong here.

Voicemail post-processing has been very much rewritten for SP6. So I suggest you install it as soon as it comes out and see if the problem persists.

 

[Lars Kruse]

I'm just experiencing the same problem, is there a way to log the mail-activities on a V20 (it doesn't seem to be logged in the event-log).
Is there a way to see, if or if not the mail gets send?

BTW: A testmail trough the "test smtp settings"-function gets delivered without a problem.

Cheers!