Voicemail Delay/Stuck (Caused Found?)

[sexy-trousers]

Hi everyone, we've been having voicemails randomly delayed by hours/days etc. and there are certainly plenty of messages on these boards saying they have the same issue, but I now have a theory on this - perhaps some of the others who have experienced it can let me know how they make out...

The issue is it seems a voicemail is left on the 3CX system and there is no MWI/flashing light on the phone and no email to indicate there was ever a VM left. Seemingly when the next VM is left for the affected person/extension, the MWI starts flashing and both VM's are delivered via email (if configured) - as if the VM was "stuck" and needed the next one left to push the stuck VM out of the queue... The stuck message is also released if you log into the VM system and randomly check for a VM (even though there's no indication there is one waiting).

I noticed the "stuck" VM when "released" is lacking the system generated "read date/time" that is appended to the VM (even though its configured to add it). So I'm guessing there is a problem (either a 3CX bug or a resource issue) that happens when the system is generating/appending the date/timestamp to the VM itself - and that would explain why the MWI isn't flashing either as the system hasn't fully created the final VM recording.

So, if you're experiencing the problem, try turning the "read date/time" option off on the extensions that have experienced this the most and leave your feedback below....

Our 3CX systems are Windows based running on Vmware , so its plausible its a resource issue (although they have plenty of resources allocated). Perhaps its when it's pull the current date/time (the VM and host are in-sync, so I don't think thats the issue), maybe its when its generating the date/time announcement? Maybe when its trying to splice the announcement and the message together? Who knows, but if you turn of that option and you don't have the issue anymore, please mention it so we can get 3CX to actually look into the issue (all other forum threads end with no resolution at all)..

Thanks, TJ

 

[VoIPTools]

Unlike recordings where 3CX immediately starts writing to a file as soon as the conversation starts, 3CX keeps voicemails in memory until the caller hangs up then writes the entire wav file all at once. It would be interesting to know whether the "stuck" voicemail exists on disk as a wav file, or whether it is stuck in memory until some other event forces the write. Personally I've never seen this issue, but if you can reproduce the issue, knowing whether the file exists and only notifications are delayed would be instructive. My guess is the file doesn't exist.

 

[YiannisH_3CX]

Hello @sexy-trousers

Please note that the issue that is causing this has been identified and the fix will most likely be included in the next service pack release.

 

[sexy-trousers]

Is there a public bug tracker somewhere so we can check/confirm when the bug is fixed? I'd like to know definitively when the bug is fixed as its affecting my entire company in multiple countries...

Also, this has been reported many, many times over the years (just search the forums) - was this only recently discovered/fixed (i.e. a long running bug) or is this something new that was introduced recently that sounds like previous issues?

Thanks, TJ

 

[YiannisH_3CX]

Please note that you can check our change log after every release that contains all changes / additions to the PBX.
https://www.3cx.com/blog/change-log/phone-system-change-log/

The issue this addresses tracks back to V15 major release but not all reports were related to this issue and only a few instances are affected. We have seen similar reports that were solved by disabling the antivirus or changing the email service.

 

[Sean McBride]

I am still dealing with this issue as well. First time I saw the 'disable reading of time/date" method though, I'll try that. I've already tried all other suggestions to fix. And 'fixed with the next service pack' is something I've heard since we moved to v15. Other than that, 3cx serves us well, but our end users are getting a little angry they cannot rely on their voicemail service.

 

[YiannisH_3CX]

@Sean McBride

Try the "disable reading of time/date" method and let us know if that helps with the issue. If you are still facing the issue i would recommend waiting for SP5 where this issue has been addressed.

 

[Mrenner]

Hi, from the most recent post on May 28th, it is implied the issue has been addressed in update 5. I have read the changelog and cannot find this mentioned. Can someone point out where this is in the changelog? Also, is anyone able to confirm the resolution of the problem with the recent update?