Voice mail is busy

[mb1987]

whenever we are trying to connect to the voice mail ,it is saying busy so please help me ,it is happening with all our extension

 

[ChrisC_3CX]

First off, please provide the relevant information mentioned here just so that we have a better understanding of your current configuration: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Regarding the issue, how are you trying to connect to voicemail? Do you use the "Connect to Voicemail of extension" dial code (default:*4) to connect to an extension's voicemail? (Example: *4### where ### is the extension number)

 

[mb1987]

I am dial 9999# through extension phone to connect the voicemail but busy message is coming.

• 3CX Version,Professional Perpetual 16.0.612
• Server OS, windows 2012 R2
• Is the 3CX Server Hosted and where? locally hosted
• IP Phone Make/Model/Firmware :- Yealink t46s v66.85.0.5
• Provisioning Method: Local / VPN / STUN / SBC- Local
• Trunk Provider or Gateway Make/Model:- Patton E1/T1/PRI VOIP IAD
• Has the Firewall Checker passed: YES / NO:- we are not using calling through mobile app
• Are custom Phone Templates being used: yes

 

[ChrisC_3CX]

First thing I would recommend is try rebooting the 3CX Server in order to eliminate any chance of this being related to a stuck call or something similar. Ideally during Out of Office hours to avoid downtime.

Whether the reboot resolves the issue or not, you should then plan on bringing the 3CX Server up to date, as you are running an older version on an unsupported OS and with out of date IP Phone firmware.

Since by upgrading 3CX to the latest version you would still be running on an unsupported OS, I'd recommend doing all in one go:

1. Deploy a new machine using a 3CX supported Windows OS: https://www.3cx.com/docs/manual/phone-system-installation-windows/
OR
Using our 3CX ISO for Linux (Debian 9): https://www.3cx.com/docs/manual/installing-debian-linux-pbx/

2. Take a full backup of the 3CX Instance at hand and move it away from the machine. Shutdown the machine.

3. Install the latest version of 3CX on the new machine and restore the backup during installation.

4. Once complete, reprovision 3CX Clients and perform any template/firmware updates from the Management Console Update section. Update the firmware of the IP Phones that are out of date.

5. Delete the old VM or uninstall 3CX from the old machine if a physical server. If you need to boot it up for any reason try avoiding doing so without it having an internet connection so it does not contact the 3CX activation servers while using the same License Key with the new 3CX Instance.

Note: You might want to consider keeping the same local IP for the new server to avoid having to reprovision all local phones.