Voicemail - call transfer failed

[benf]

All of our calls are getting call transfer failed instead of going to voicemail .

Everyone is set fwd to voicemail 20 seconds. I removed/recreated an extension with voicemail and rebooted but the error remains.

Anyone ever seen this? I opened a ticket with support already

 

[SweetAction]

I would advise setting PBX to verbose and replicating the issue, then checking the activity log.

 

[benf]

I did and the closest thing I found was this:


10/09/2021 12:51:48.944 [000029a0] Transfer to sip:[email protected]:5060 has failed: call from 561xxxxxxxxx, code 603
10/09/2021 12:51:48.945 [000029a0] 15 ENQUEUE TRANSFER -1
10/09/2021 12:51:48.945 [000029a8] 15 PROCESS TRANSFER -1
10/09/2021 12:51:48.945 [000029a8] 15 Transfer failed: unknown
10/09/2021 12:51:48.945 [000029a8] 15 $_E = unknown
10/09/2021 12:51:48.945 [000029a0] DR Session 15 has been ended by PBX, total 0
10/09/2021 12:51:48.945 [000029a0] 15 ENQUEUE EXIT 0
10/09/2021 12:51:48.945 [000029a8] 15 Continue with new action
10/09/2021 12:51:48.945 [000029a0] RTP frees ports 12052, 12053
10/09/2021 12:51:48.945 [000029a8] 15 Starting 12PromptAction
10/09/2021 12:51:48.945 [000029a8] 15 PLAY id = 5 : #CALLTRAN_FAILED = /var/lib/3cxpbx/Instance1/Data/Ivr/Prompts/Sets/8210986B-9412-497f-AD77-3A554F4A9BDB/call_transfer_failed.wav
10/09/2021 12:51:48.945 [000029a8] /home/repomaster/workspace/TrunkBuild_18_0_final/Sources/Projects/Common/VoIPFileEngine/IMMFileStreamReader.cpp(144) /var/lib/3cxpbx/Instance1/Data/Ivr/Prompts/Sets/8210986B-9412-497f-AD77-3A554F4A9BDB/call_transfer_failed.wav taken from the cache

 

[SweetAction]

Are they hitting decline or send to voicemail?

 

[benf]

Not hitting anything, just letting the device ring, I set it to 5 seconds but it rings for like 60 seconds no matter what then I get call transfer failed. The end device rings sometimes and sometimes does not. If I CFWD to a cell phone it works .. but anything going to VM fails with same error and then back to mainIVR. In the logs when I hit the extension it just shows me sitting in the mainIVR , but the person can answer and we can have a conversation w/o issue.

 

[SweetAction]

The log snippet above shows a call failing to transfer with error 603, which usually is a total rejection. Unfortunately it does not contain enough information for me to know why. Can you post a bigger log - during off hours set to verbose, replicate, and post all that happened (this way it's just the call and not any other call information)

 

[leejor]

Is this a new issue...just started? What is your particular setup?

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

When you dial the VM access number, does it go through?

If you dial *4 plus the extension number, does that go directly to that extensions mailbox?

 

[ChrisC_3CX]

In addition to the info leejor requested please also check/test the following and let us know what happens:

• Go to "Dashboard >> System Extensions" and check if any extensions are unregistered.
• Create a new test extension, make no changes to it and try using it to transfer calls to voicemail. Do you still get the same error?

 

[NickD_3CX]

One more thing to check:

1. In the 3CX Management Console got to Settings --> System Prompts
2. Here, on the section "Updates" at the top, expand it and check if there are any "Out of Date" prompts.
   
3. If you do, check them and press "Download Selected"
4. Go to Dashboard --> Services, selected everything and press "Restart".