Solved Voicemail coming up as invalid number

[Joe Schmitz]

Experiencing an issue with an extension's voicemail. When the extension is dialed it'll ring for 15 seconds, as it should, then when it's supposed to be going to voicemail the display on the phone will come up as invalid number.

Now this particular extension is the only number it'll happen on. If I dial any other number it'll ring for 15 seconds, as it should, then get the extension's voicemail prompt fine.

The system is running v15.5.15502

Working on getting a call log report.

 

[leejor]

Could it involve an internal set dialplan? The 3CX Activity Log will show if the call is actually making it to the PBX and what then happens to the call.

 

[cobaltit]

Sounds like voicemail is not enabled for that extension.

 

[leejor]

Even if Voicemail were not enabled for that extension, they should still reach the VM system and be asked to enter an extention number, then PIN, correct?

 

[cobaltit]

Not sure. But it's definitely not a dial plan issue on the extension since the call is already in progress so it's the only thing that makes sense. Will test here in a sec.

 

[cobaltit]

Now that I tested it I remember. You get the prompt saying voicemail disabled for the extension. I guess the other option is call forwarding on the handset itself is kicking in before 3CX sends it to voicemail.

 

[leejor]

If the call leaves the set, and reaches the PBX, the the Activity Log will tell you why it is failing. Until you check that...it's all speculation.

 

[Emdelco]

Do you happen to have an outbound rule that prefix's with the same number as the VM

Ie: Dial 9 to call out, so anything with the prefix of 9 (999 for VM) wouldn't work?

Can you access voicemail using a dial code? *4ext# should bypass calling 999

 

[Joe Schmitz]

Hi everyone,

Thank you for everyone's reply. Sorry for the late response.

I had to do some digging to find where the log files. Once I did I made a few more test calls. Got the detail and copied it to a file attached to this message. I've obfuscated the private IP's and the cell phone number.

The gist of what I'm seeing is this: 12/03/2019 09:29:54:599 | 6 | [CM303006]: There's no outbound rule for external number '1-800-555-1212' defined

 

[craigreilly]

Why are you pulling out private IP's? Please leave those in there in the future. We can't hit your system or devices from the outside world.

Something in ext 202 is forwarding to a phone number (replaced with 555-1212) - but the forwarding number has - (hyphens) - but the outbound rules do not. I found some places in 3cx allow users to enter hyphens... which is likely the issue.

 

[Joe Schmitz]

Hey Craig,

Yeah it was a simple issue of the hyphens. Didn't think it would be that but luckily it was an easy fix. Voicemail for the extension works fine now.

Thanks so much for the assistance everyone.

Joe