Voicemail calling me back ! Weird (but urgent!)

[pierre.bln]

Hi,
On v7, something we just discovered thanks to customers feedback!
I have a call queue, with currently just one extension registered (103). When user is not logged or office is closed: the queue sends the caller to the 103 voicemail automatically.

Everything is working fine, only with a BIG problem.
When I call the DID for extension 103, no problem at all (user is absent, voicemail, then everything ok).
When I call the DID for the queue during an absence (leading to the same 103 voicemail), then I get the voicemail. Issue is, for an unknow reason, I received a call from the voicemail istelf after about 3 minutes (if I called with a visible caller ID). I get the voicemail announcement and leave a message prompt, just as if I had called (what I had done 3 min before).

This is very very very weird, but is not acceptable :lol: (all customers phoning outside of office hours, with a visible caller ID receive a weird call from our voicemail a few minutes afterwards!).

Weirder is:
- it only happens when voicemail answers, and only when redirected from the queue
- it doesn't come from the extension voicemail (again, calling the direct DID for 103, no issue)
- it doesn't come from our VoIP provider (for them, the call is answered, whether voicemail or human being, the incoming call has been handled).

Anybody has an idea??

Thanks,
Pierre

EDIT: I also added a dummy extension (104, not loggued in) to check if it wasn't a bug with just one user registered in the queue: same issue. Here is the log file: first call is my external call (from my mobile) to the call queue. Second call is the weird call, from the voicemail, to my mobile:

EDIT2: By looking at the log and also the live SIp trunk activity, I realized that the voicemail call (voicemail>external caller) actually is tried as soon as the voicemail answers (the two calls appear for 2 seconds in the trunk status window). So basically, it seams that, at the same time the voicemail is answering, it is trying to reach the caller through an outbound call...since this cannot succeed (the caller is online with the voicemail!), it seems to retry 2 minutes afterwards...

18:28:41.868  [CM503008]: Call(446): Call is terminated

18:28:41.868  [CM503008]: Call(446): Call is terminated

18:28:35.493  [CM503007]: Call(446): Device joined: sip:[email protected]:40600;rinstance=be07fb0ab849cda3

18:28:35.493  [CM505001]: Ext.999: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX MakeCall Helper;Rev: 1] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX MakeCall helper] Transport: [sip:127.0.0.1:5060]

18:28:35.478  [CM503002]: Call(446): Alerting sip:[email protected]:40600;rinstance=be07fb0ab849cda3

18:28:35.040  [CM503004]: Call(446): Calling: Ext:Ext.999@[Dev:sip:[email protected]:40600;rinstance=be07fb0ab849cda3]

18:28:35.040  [CM503010]: Making route(s) to <sip:[email protected]:5060;user=vmail>

18:27:05.712  [CM503008]: Call(447): Call is terminated

18:27:05.712  [CM503008]: Call(447): Call is terminated

18:26:57.775  [CM503007]: Call(447): Device joined: sip:[email protected]

18:26:57.759  [CM505003]: Provider:[PBX_0_InMSN_Out00] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [PBX-network SERVER] Transport: [sip:192.168.0.100:5060]

18:26:57.759  [CM503002]: Call(447): Alerting sip:[email protected]

18:26:56.321  [CM503007]: Call(447): Device joined: sip:[email protected]:40600;rinstance=be07fb0ab849cda3

18:26:56.321  [CM503007]: Call(447): Device joined: sip:[email protected]:40600;rinstance=665f8727a56d1f1d

18:26:56.321  [CM505001]: Ext.999: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX Queue;Rev: 1] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX Queue] Transport: [sip:127.0.0.1:5060]

18:26:56.306  [CM503002]: Call(447): Alerting sip:[email protected]:40600;rinstance=be07fb0ab849cda3

18:26:55.931  [CM503005]: Call(447): Forwarding: Ext:Ext.999@[Dev:sip:[email protected]:40600;rinstance=be07fb0ab849cda3]

18:26:55.931  [CM503023]: No agents are available in FirstLine

18:26:55.931  [CM503015]: Call(447): Attempt to reach <sip:[email protected]:5060> failed. Reason: Not Registered

18:26:55.931  [CM503016]: Call(447): Target is not registered: Queue800:104

18:26:55.931  [CM503016]: Call(447): Target is not registered: Queue800:103

18:26:55.931  [CM503010]: Making route(s) to <sip:[email protected]:5060>

18:26:55.915  [CM505001]: Ext.800: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX Queue;Rev: 1] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX Queue] Transport: [sip:127.0.0.1:5060]

18:26:55.915  [CM503001]: Call(447): Incoming call from Ext.800 to <sip:[email protected]:5060>

18:26:55.900  [CM503007]: Call(446): Device joined: sip:[email protected]:40600;rinstance=665f8727a56d1f1d

18:26:55.900  [CM503007]: Call(446): Device joined: sip:[email protected]

18:26:55.884  [CM505001]: Ext.800: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX MakeCall Helper;Rev: 1] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX MakeCall helper] Transport: [sip:127.0.0.1:5060]

18:26:55.884  [CM503002]: Call(446): Alerting sip:[email protected]:40600;rinstance=665f8727a56d1f1d

18:26:55.275  [CM503004]: Call(446): Calling: Ext:Ext.800@[Dev:sip:[email protected]:40600;rinstance=665f8727a56d1f1d]

18:26:55.275  [CM503010]: Making route(s) to <sip:[email protected]:5060>

18:26:55.275  [CM505003]: Provider:[PBX_0_InMSN_Out00] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [PBX-network SERVER] Transport: [sip:192.168.0.100:5060]

18:26:55.275  [CM503001]: Call(446): Incoming call from 00336XXXXXXXX@(Ln.10000@PBX_0_InMSN_Out00) to <sip:[email protected]:5060>

18:26:55.040  [CM503012]: Inbound office hours rule for 10000 forwards to DN:800

 

[pierre.bln]

I temporarily solved the problem by directing the calls to a ring group instead of a queue.
In this case (even if no one answers and the call is redirect to the 103 voicemail), I have no "phantom call back" issue.

Of course, this is just temporary (no music...), so if anyone knows what I may have done wrong, please don't hesitate!

 

[pierre.bln]

No one has ever encountered this problem, or an idea of what I did wrong? :roll:

 

[avraam_mich]

Hi

For this issue we would need to have a set of verbose logs with the 3CX support files. This can be obtained as follows:

1. From the 3CX Console > Settings-> Advanced > Logging Level , please change the option to 'Verbose'.

2. Restart the 3CX machine.

3. Allow a couple of minutes for the 3CX server to initialise and ensure the required extensions and lines are appearing as registered before proceeding.

4. Reproduce the issue.

Once you have reproduced open the 3CX Backup Restore tool from the Start Menu > Programs. Click the bottom most browse option and select a location for the support info to be saved. Click the 'Generate Support Info' button to select a location for the ZIP file, then click the button to start. When the ZIP file generation is ready please send it to us.

It is recommended that if possible, you open a support ticket on http://support.3cx.com/ on this issue, so it will help in resolving this problem you are encountering.

regards

 

[pierre.bln]

Hi Alex,
Thanks for your offer to help me on this. Support file attached.

Setup quick summary:
- Pure VoIP setup, Linksys SPA922 phones, 1 VoIP provider.
- Several extensions, including one (103) with a voicemail
- Several DIDs, incl. one for extension 103, no problem when calling, even when lack of answer leeds to voicemail
- 1 DID (...00) leading to call queue (800). Call queue: max wait 60s, 1 extension registered (103), action if no answer/timeout: forward to voicemail 103.

Problem summary:
Any cause leading the call queue to forward calls to the 103 voicemail (103 no logged in, no answer after 60s...) does forward the caller to the voicemail.
BUT, the voicemail seems to call the person back (alone!!) twice (only if of course the caller had displayed his caller ID):
- immediately (simultaneously while the person is actually recording his voicemail in the PBX).
If caller is a mobile phone - remember, the person is actually already calling the PBX at this very moment - then the 3CX records the mobile voicemail announcement (+silence) for more than 1 minute. Result for extension 103: 2 voicemails - the real voicemail left to the PBX by the caller + the recording of the caller's mobile voicemail announcement +silence.
- ater +/-3 minutes again: calling the person back, playing the 103 voicemail prompt and requesting to leave a message.

Attempts to solve (unsuccessfull):
- Update to 3CX v7 January 09
- Deleting call queue, creating a new one with same parameter
- Registering more than one extension to the call queue (other than 103)
- Deleting DIDs, recreating DIDs
- Called from numerous external numbers (local, national, mobile, international, international mobile... as long as caller ID is shown, voicemail harasses the caller back)
- Changed office hours settings...
- forwared call queue if no answer to mailboxes of extensions NOT in call queue list
- Since problem does not come from the voicemail of 103 (direct DID calls: no issue), but only in link with call queue, I tried to use a "tampon" between the call queue and the 103 voicemail (noanswer/timeout doesn't lead directly to voicemail 103 but to another "element"):
Intercalated a digital receptionnist: same issue when DR redirects to 103.
Intercalated a second call queue (timeout: 2s leading to voicemail 103).
Intercalated a ring goup (timeout 2s leading to voicemail 103).
Problem remains, as if all calls ever going through the call queue get "tagged", and make the extension mailboxes crazy if they reach them. :shock: