VM Button Calls DID

[lightspeedhosting]

I have an office with just under 15 phones, 10 DID's etc. Latest version of 3CX on a VM remotely with SBC in-office.

All phones in this case are Yealink T54W with supported firmware version.

One phone/ext out of all of them has an issue; when they hit the VM button on their phone it rings several times like it's making a call and then it prompts her to leave a voicemail instead of going to her VM options (listen to vm's etc).

Never seen this happen before with any client.

 

[Evolute IT]

What the VM extension? By default is 999 or 9999 depending on 3 or 4-digits extensions.

 

[lightspeedhosting]

I assume it's 9999 because the office is setup to use 9999 when they dial in remotely to check their voicemails

 

[Evolute IT]

I assume it's 9999 because the office is setup to use 9999 when they dial in remotely to check their voicemails

Then it should normally work.

Can you provide these please:

• 3CX Version, e.g. Standard Annual 16.0.2.910
• Server OS, e.g. Debian 9 / Windows Server 2012 R2 / Raspberry Pi
• Is the 3CX Server Hosted and where?
• IP Phone Make/Model/Firmware
• Provisioning Method: Local / VPN / STUN / SBC
• Trunk Provider or Gateway Make/Model
• Has the Firewall Checker passed: YES / NO
• Are custom Phone Templates being used: YES / NO

 

[lightspeedhosting]

I should also mention, if I dial 9999 from that same phone, it works. So it appears possibly just her's has an issue where the VM button doesn't go to 9999. Ironically though, when I dial 9999 the phone recognizes it as voicemail on the screen caller ID... Something's up

 

[lightspeedhosting]

Then it should normally work.

Can you provide these please:

• 3CX Version, e.g. Standard Annual 16.0.2.910
• Server OS, e.g. Debian 9 / Windows Server 2012 R2 / Raspberry Pi
• Is the 3CX Server Hosted and where?
• IP Phone Make/Model/Firmware
• Provisioning Method: Local / VPN / STUN / SBC
• Trunk Provider or Gateway Make/Model
• Has the Firewall Checker passed: YES / NO
• Are custom Phone Templates being used: YES / NO

I went into the web GUI for the phone and for whatever reason their "voicemail" setting under the Account -> Advance settings was set to her extension instead of 9999. I don't know how it could have event got this way. I am also afraid that some how it got that setting during provisioning and if the phone ever reboots or needs us to push out new configs it might reset that again.

 

[cobaltit]

There's no need to be afraid. Just factory reset the phone and re-provision it to test. Or use the config button to view the generated config and verify.

 

[AWS2P]

Already had something strangely similar with VM button on a Snom D710 behind SBC and PBX cloud on AWS, when VM button pressed it was not pointing to the VM but elsewhere, all other phones were fine, If I dialed VM number from phone keys then it was OK.

I had to factory reset the phone and reprovision it more than once to fix this, never changed something about VM on pbx side neither on phones.