Voicemail Disappearing

[D Garfield]

Hi All,

We're a school, and we've moved over to 3CX last about 6 months ago.
We get a lot of voicemails each morning from parents regarding their child not being able to attend. We have been getting many emails from parents saying that they have left a voicemail, but we are not receiving them.
I've got a couple of numbers from parents that have said this, and looked through the logs. I can see that they appear to follow the process of hitting the switchboard, then pressing 4 to get to the attendance mailbox, they stay on the line for 10 seconds or so, then the call ends.
They have all said that when they press hash, they hear a 'thank you, goodbye' message. I notice that this is the message you get if you press hash after leaving a voicemail, and then press hash again to cancel.
I've checked the setting for 'do not save voicemails under x amount of time' and that's set to 1 second at the moment. We also have plenty of space left for voicemail storage, so it's not that either.
Could it be that so many parents are double pressing hash each time they leave a message? or has anyone else seen this before?
Thanks,
DG

 

[YiannisH_3CX]

Hello @D Garfield

Indeed the voicemail message will be cancelled if the caller presses # twice. This could also indicate a DTMF issue where DTMF signals are sent twice. Perhaps your provider is using both RFC2833 and inband and the PBX registers them twice. This is something that will appear in the IVR log of the PBX.
You could however record a new voicemail greeting and leave out that the callers should press # to save the message. If the caller just hangs up the PBX will save the voicemail automatically.

 

[D Garfield]

Hello @D Garfield

Indeed the voicemail message will be cancelled if the caller presses # twice. This could also indicate a DTMF issue where DTMF signals are sent twice. Perhaps your provider is using both RFC2833 and inband and the PBX registers them twice. This is something that will appear in the IVR log of the PBX.
You could however record a new voicemail greeting and leave out that the callers should press # to save the message. If the caller just hangs up the PBX will save the voicemail automatically.

Hi YiannisH, thank you for replying.
That's very helpful, thanks. Where can I find the IVR log? I've looked on the call log, and can see the following:

IVR (0000)	00:00:17​
John Smith (9999)	unanswered
VMail (9999)	00:00:42​

Only three lines are left behind for that call/day.
Unless there is a more detailed log that would show me the buttons the user pressed?
Thanks again,
DG

 

[AWS2P]

Have you tried to leave a message between extensions and press # to see if message is recorded or deleted?
and same try without pressing any key and just hang up


This 3CX voicemail prompt message is vey often confusing people, when you engage to leave a message you don't necessary understand why you need a second time confirmation with # or * to return operator and not just hang up directly like we do most of the time.

 

[D Garfield]

Have you tried to leave a message between extensions and press # to see if message is recorded or deleted?
and same try without pressing any key and just hang up


This 3CX voicemail prompt message is vey often confusing people, when you engage to leave a message you don't necessary understand why you need a second time confirmation with # or * to return operator and not just hang up directly like we do most of the time.

Hi aws2p,
Thanks for responding.
I've tested a few things, and can confirm that if you follow the prompts, which is to press # then i think '0', it saves. It also saves if you just hang up.
I think you are correct, I think I will ask them to record an actual message that just tells people to leave a message and hang up.
Thanks,
Danny

 

[AWS2P]

even if you change the prompt message(you just push dirt under the carpet ) 3cx features stay always active, so if someone push # or other contextual active key then pbx will react as it is coded for.

 

[YiannisH_3CX]

Hi YiannisH, thank you for replying.
That's very helpful, thanks. Where can I find the IVR log? I

You can find the PBX logs by navigating to Dashboard / Activity log / Logs / Instance. You can download the logs form there. The higher your logging level is the more detailed the logs will be. That would also mean however that logging will use more processing power and more disk space, so only enable verbose logging when troubleshooting something.
The IVR log will tell you what the IVR service received in terms of DTMF signaling.