Hello,
Recently, a client called me to report that their deskphone's power LED was blinking nonstop, something that they found greatly annoying. I asked the user to send a photo of the phone (a Yealink T27G) and received the below photo, which shows an icon that indicates that there is a new voicemail for the user to listen to. However, when he dialed up the voicemail menu and entered his PIN, the mailbox was empty. A check of the web console showed the same lack of voicemails.
Given this info, I thought something was wrong with the phone, so I had the firmware upgraded and ran a reconfiguration, but the issue persisted. Then, I set up a new phone for the user (a T53) on a completely different network and it exhibited the same behavior. I dug into it further on the T53, and eventually I was able to narrow down and reproduce the issue. What I found is as follows.
The error occurs when the user receives a voicemail while the extension's voicemail is set to "Forward as Attachment and Delete from MBox". The system appears to register the fact that the user received a voicemail and the message is deleted from their mailbox as I confirmed server-side, but the phone is not given an indication that the message can't be accessed from the voicemail menu and therefore the notification and blinking light can not be cleared. In order to clear the light, the voicemail mode needs to be set to "Forward as Attachment", a voicemail needs to be delivered to the mbox, and then the user needs to listen to the voicemail in the mbox. At that point, 3CX will realize that the mbox is empty and send the signal to clear the icon.
Is there a reason this is happening? Are there any documented remediation steps?
Recently, a client called me to report that their deskphone's power LED was blinking nonstop, something that they found greatly annoying. I asked the user to send a photo of the phone (a Yealink T27G) and received the below photo, which shows an icon that indicates that there is a new voicemail for the user to listen to. However, when he dialed up the voicemail menu and entered his PIN, the mailbox was empty. A check of the web console showed the same lack of voicemails.
Given this info, I thought something was wrong with the phone, so I had the firmware upgraded and ran a reconfiguration, but the issue persisted. Then, I set up a new phone for the user (a T53) on a completely different network and it exhibited the same behavior. I dug into it further on the T53, and eventually I was able to narrow down and reproduce the issue. What I found is as follows.
The error occurs when the user receives a voicemail while the extension's voicemail is set to "Forward as Attachment and Delete from MBox". The system appears to register the fact that the user received a voicemail and the message is deleted from their mailbox as I confirmed server-side, but the phone is not given an indication that the message can't be accessed from the voicemail menu and therefore the notification and blinking light can not be cleared. In order to clear the light, the voicemail mode needs to be set to "Forward as Attachment", a voicemail needs to be delivered to the mbox, and then the user needs to listen to the voicemail in the mbox. At that point, 3CX will realize that the mbox is empty and send the signal to clear the icon.
Is there a reason this is happening? Are there any documented remediation steps?
