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Voicemail Drops-Operator not available

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Where does the 3CX Activity Log, show an unanswered call to the ring group, going?
 
Thank you for staying with me on this. I tried the things you requested.

When dialing *4221 I get the voicemail greeting of extension 221.(The correct voicemail greeting)

After changing the destination of the Ring Group I still get the wrong voicemail greeting.
 
Here is the activity log where I am calling from an external number, the destination voicemail asks me to press zero, I press zero and the call drops. I do not want to press zero to leave a message just be routed to 221 voicemail. Hopefully this all makes sense. Thanks again for any help you can offer.

Code: 
08/14/2018 5:54:02 PM - MWI.SrvSubscr(534){[email protected]:5060}Ready to send: MWI Send Req NOTIFY from 0.0.0.0:0 tid=2138a242452b7f64 [email protected]:
NOTIFY sip:[email protected]:5060 SIP/2.0
Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---2138a242452b7f64;rport
Max-Forwards: 70
Contact: <sip:240>
To: "Shop"<sip:[email protected]:5060>;tag=4088780809
From: <sip:[email protected]:5060>;tag=9d13924f
Call-ID: [email protected]
CSeq: 168 NOTIFY
Content-Type: application/simple-message-summary
Subscription-State: active;expires=900
Event: message-summary
Content-Length: 43

Messages-Waiting: yes
voice-message: 4/0
08/14/2018 5:54:02 PM - MWI.SrvSubscr(534){[email protected]:5060}Ready to send: MWI Send 200/SUBSCRIBE from 0.0.0.0:0 tid=516131073 [email protected]:
SIP/2.0 200 OK
Via: SIP/2.0/UDP 192.168.1.124:5060;branch=z9hG4bK516131073
Contact: <sip:240>
To: <sip:[email protected]:5060>;tag=9d13924f
From: "Shop"<sip:[email protected]:5060>;tag=4088780809
Call-ID: [email protected]
CSeq: 168 SUBSCRIBE
Expires: 900
Content-Length: 0

08/14/2018 5:53:57 PM - Currently active calls [none]
08/14/2018 5:53:54 PM - Default best-route IP is determined as 192.168.1.200
08/14/2018 5:53:48 PM - CSTA: session terminated: CSTA Recv 415/INVITE from 192.168.1.124:5060 tid=411cc42f5527994d Call-ID=D4wjbpqFuvBUHK1KAQMEAg..:
SIP/2.0 415 Unsupported Media Type
Via: SIP/2.0/UDP 192.168.1.200:5060;branch=z9hG4bK-524287-1---411cc42f5527994d;rport=5060
To: <sip:[email protected]:5060;line=e777c4bf03206f8>;tag=1754539779
From: <sip:[email protected]>;tag=6f071b68
Call-ID: D4wjbpqFuvBUHK1KAQMEAg..
CSeq: 1 INVITE
User-Agent: Yealink SIP-T29G 46.80.0.25
Content-Length: 0

08/14/2018 5:53:48 PM - CSTA: session failure: CSTA Recv 415/INVITE from 192.168.1.124:5060 tid=411cc42f5527994d Call-ID=D4wjbpqFuvBUHK1KAQMEAg..:
SIP/2.0 415 Unsupported Media Type
Via: SIP/2.0/UDP 192.168.1.200:5060;branch=z9hG4bK-524287-1---411cc42f5527994d;rport=5060
To: <sip:[email protected]:5060;line=e777c4bf03206f8>;tag=1754539779
From: <sip:[email protected]>;tag=6f071b68
Call-ID: D4wjbpqFuvBUHK1KAQMEAg..
CSeq: 1 INVITE
User-Agent: Yealink SIP-T29G 46.80.0.25
Content-Length: 0

08/14/2018 5:53:48 PM - Establishing CSTA session with CSTA Send Req INVITE from 0.0.0.0:0 tid=411cc42f5527994d Call-ID=D4wjbpqFuvBUHK1KAQMEAg..:
INVITE sip:[email protected]:5060;line=e777c4bf03206f8 SIP/2.0
Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---411cc42f5527994d;rport
Max-Forwards: 70
Contact: <sip:240>
To: <sip:[email protected]:5060;line=e777c4bf03206f8>
From: <sip:[email protected]>;tag=6f071b68
Call-ID: D4wjbpqFuvBUHK1KAQMEAg..
CSeq: 1 INVITE
Session-Expires: 600
Min-SE: 90
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE, UPDATE
Content-Disposition: signal;handling=required
Content-Type: application/csta+xml
Supported: replaces, timer
User-Agent: 3CXPhoneSystem 15.5.13103.5 (11793)
Content-Length: 187

<?xml version="1.0" encoding="UTF-8"?>
<RequestSystemStatus xmlns="http://www.ecma-international.org/standards/ecma-323/csta/ed3" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" />
08/14/2018 5:53:48 PM - Trying to establish CSTA session to <sip:[email protected]:5060>
08/14/2018 5:53:48 PM - Updating device Dev(1497985299):[sip:[email protected]:5060;line=e777c4bf03206f8 / 240] by message: DevUpd Recv Req REGISTER from 192.168.1.124:5060 tid=3972724325 [email protected]:
REGISTER sip:192.168.1.200:5060 SIP/2.0
Via: SIP/2.0/UDP 192.168.1.124:5060;branch=z9hG4bK3972724325
Max-Forwards: 70
Contact: <sip:[email protected]:5060;line=e777c4bf03206f8>
To: "Shop" <sip:[email protected]:5060>
From: "Shop"<sip:[email protected]:5060>;tag=2395835619
Call-ID: [email protected]
CSeq: 3182 REGISTER
Expires: 120
Allow: INVITE, INFO, PRACK, ACK, BYE, CANCEL, OPTIONS, NOTIFY, REGISTER, SUBSCRIBE, REFER, PUBLISH, UPDATE, MESSAGE
Proxy-Authorization: Digest username="000",realm="3CXPhoneSystem",nonce="414d535c1183e06c12:fe9c74086744ee48491178784103d41f",uri="sip:192.168.1.200:5060",response="6127cdc6942456e77730e9dc9152cdb3",algorithm=MD5
User-Agent: Yealink SIP-T29G 46.80.0.25
Allow-Events: talk, hold, conference, refer, check-sync
Mac: 00:15:65:8a:a8:62
Content-Length: 0

08/14/2018 5:53:43 PM - Default best-route IP is determined as 192.168.1.200
08/14/2018 5:53:36 PM - Updating device Dev(822181697):[sip:[email protected]:5488;rinstance=b93677db65c4dc61 / DialCode] by message: DevUpd Recv Req REGISTER from 127.0.0.1:5488 tid=4f58e24921601e1a Call-ID=mwKqXxssG0JB6yRgJsTSXQ..:
REGISTER sip:carolinafraser.south.3cx.us SIP/2.0
Via: SIP/2.0/UDP 127.0.0.1:5488;branch=z9hG4bK-524287-1---4f58e24921601e1a;rport=5488
Max-Forwards: 70
Contact: <sip:[email protected]:5488;rinstance=b93677db65c4dc61>
To: <sip:[email protected]>
From: <sip:[email protected]>;tag=33360133
Call-ID: mwKqXxssG0JB6yRgJsTSXQ..
CSeq: 692 REGISTER
Expires: 120
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE
Proxy-Authorization: Digest username="DialCode",realm="3CXPhoneSystem",nonce="414d535c1182bc5c12:a4ec991b6901126d291ecf523c7d1a21",uri="sip:carolinafraser.south.3cx.us",response="62c077451e17734f347b2257e8a507b3",algorithm=MD5
Supported: replaces
User-Agent: 3CX DialCode Processor
Content-Length: 0

08/14/2018 5:53:32 PM - Default best-route IP is determined as 192.168.1.200
08/14/2018 5:53:30 PM - Updating device Dev(406289921):[sip:[email protected]:5062 / 221] by message: DevUpd Recv Req REGISTER from 192.168.1.150:5062 tid=159571344 [email protected]:
REGISTER sip:192.168.1.200 SIP/2.0
Via: SIP/2.0/UDP 192.168.1.150:5062;branch=z9hG4bK159571344
Max-Forwards: 70
Contact: <sip:[email protected]:5062>
To: "Kay Mcgrady" <sip:[email protected]>
From: "Kay Mcgrady"<sip:[email protected]>;tag=1446511289
Call-ID: [email protected]
CSeq: 3633 REGISTER
Expires: 120
Allow: INVITE, INFO, PRACK, ACK, BYE, CANCEL, OPTIONS, NOTIFY, REGISTER, SUBSCRIBE, REFER, PUBLISH, UPDATE, MESSAGE
Proxy-Authorization: Digest username="221",realm="3CXPhoneSystem",nonce="414d535c1183e05976:7bc1a2876b92b1fa62a756fad5637ed7",uri="sip:192.168.1.200",response="e94513cd83f53d6b760845fa0690ab8b",algorithm=MD5
User-Agent: Yealink SIP-T38G 38.70.0.228
Mac: 0015656ce09e
Content-Length: 0

08/14/2018 5:53:29 PM - Updating device Dev(1858041641):[sip:[email protected]:5483;rinstance=f4f72423874c304b / 700] by message: DevUpd Recv Req REGISTER from 127.0.0.1:5483 tid=ac1d3214ed208d4e Call-ID=vZxPaMHQKjkZ0HmNEat5bA..:
REGISTER sip:127.0.0.1:5060 SIP/2.0
Via: SIP/2.0/UDP 127.0.0.1:5483;branch=z9hG4bK-524287-1---ac1d3214ed208d4e;rport=5483
Max-Forwards: 70
Contact: <sip:[email protected]:5483;rinstance=f4f72423874c304b>
To: "Conference Room700:"<sip:[email protected]:5060>
From: "Conference Room700:"<sip:[email protected]:5060>;tag=7d375e22
Call-ID: vZxPaMHQKjkZ0HmNEat5bA..
CSeq: 2738 REGISTER
Expires: 60
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE
Proxy-Authorization: Digest username="700",realm="3CXPhoneSystem",nonce="414d535c1183e05934:3161016d4f71ece0d8722b692dcaf4ad",uri="sip:127.0.0.1:5060",response="ac8d4b0cb84313bdd98adb974c9fdb2a",algorithm=MD5
Supported: replaces
User-Agent: 3CX Conference Room
Content-Length: 0

08/14/2018 5:53:27 PM - Currently active calls [none]
08/14/2018 5:53:23 PM - Updating device Dev(428085371):[sip:[email protected]:5062 / 231] by message: DevUpd Recv Req REGISTER from 192.168.1.211:5062 tid=1109092697 [email protected]:
REGISTER sip:192.168.1.200 SIP/2.0
Via: SIP/2.0/UDP 192.168.1.211:5062;branch=z9hG4bK1109092697
Max-Forwards: 70
Contact: <sip:[email protected]:5062>
To: "Janny Mena" <sip:[email protected]>
From: "Janny Mena"<sip:[email protected]>;tag=821925045
Call-ID: [email protected]
CSeq: 678 REGISTER
Expires: 120
Allow: INVITE, INFO, PRACK, ACK, BYE, CANCEL, OPTIONS, NOTIFY, REGISTER, SUBSCRIBE, REFER, PUBLISH, UPDATE, MESSAGE
Proxy-Authorization: Digest username="231",realm="3CXPhoneSystem",nonce="414d535c1183e05394:d43b34c05572108b04ee142f937759b6",uri="sip:192.168.1.200",response="761e197e370596a61941072af705d547",algorithm=MD5
User-Agent: Yealink SIP-T38G 38.70.0.228
Mac: 0015656ce00a
Content-Length: 0

08/14/2018 5:53:23 PM - Leg L:76.5[Extn:227] is terminated: Cause: 487 Request Terminated/INVITE from 192.168.1.142:5062
08/14/2018 5:53:23 PM - L:76.5[Extn:227] got Terminated Recv 487/INVITE from 192.168.1.142:5062 tid=6e652f56eb7f6d11 Call-ID=aVmkVjYbLWgp2-gOQEtz9A..:
SIP/2.0 487 Request Terminated
Via: SIP/2.0/UDP 192.168.1.200:5060;branch=z9hG4bK-524287-1---6e652f56eb7f6d11;rport
To: <sip:[email protected]>;tag=1462095401
From: "N CAROLINA CALL:phone People" <sip:[email protected]:5060;nf=e>;tag=6f6f8607
Call-ID: aVmkVjYbLWgp2-gOQEtz9A..
CSeq: 1 INVITE
User-Agent: Yealink SIP-T38G 38.70.0.221
Content-Length: 0

08/14/2018 5:53:23 PM - Terminated from <sip:[email protected]>;tag=1462095401 to "N CAROLINA CALL:phone People" <sip:[email protected]:5060;nf=e>;tag=6f6f8607; reason: Error
08/14/2018 5:53:23 PM - L:76.5[Extn:227] got Failure: Failure Recv 487/INVITE from 192.168.1.142:5062 tid=6e652f56eb7f6d11 Call-ID=aVmkVjYbLWgp2-gOQEtz9A..:
SIP/2.0 487 Request Terminated
Via: SIP/2.0/UDP 192.168.1.200:5060;branch=z9hG4bK-524287-1---6e652f56eb7f6d11;rport
To: <sip:[email protected]>;tag=1462095401
From: "N CAROLINA CALL:phone People" <sip:[email protected]:5060;nf=e>;tag=6f6f8607
Call-ID: aVmkVjYbLWgp2-gOQEtz9A..
CSeq: 1 INVITE
User-Agent: Yealink SIP-T38G 38.70.0.221
Content-Length: 0
 
Theres like 6 calls there... But I'm not seeing anything useful even for the 1 external to internal call - except that the extension terminated the call I think.
It's been asked - but I am not sure I saw a response that the Operator is selected under Settings->PBX?
I do not see a call in the 999 voicemail system...
 
segate said:
Thank you for staying with me on this. I tried the things you requested.

When dialing *4221 I get the voicemail greeting of extension 221.(The correct voicemail greeting)

After changing the destination of the Ring Group I still get the wrong voicemail greeting.
Click to expand...

Are you getting the "DEFAULT" greeting of the extension?
There are multiple greetings - and ring group uses DEFAULT if I recall - and not AVAILABLE, AWAY, etc.
 
Craig, thanks for the input.

In settings>PBX the operator extension is 221

The greetings for default, available, away, etc are all the same for this extension. None of them are the greeting I am hearing in the Ring Group destination.

Nothing has changed as far as config goes in ages. The message we are hearing must of been recorded years ago. Why it has suddenly surfaced and taking precedence is very unusual.
 
OK so I was able to make some progress.

If I change the SIP Trunk route to destination "voicemail of 221" I get the correct greeting.
However if:
The SIP Trunk route has been set to Ring Group "801 Phone People" --and-
The Ring Group destination if unanswered is set to go to voicemail of 221 or any other extension, i get the wrong greeting
 
Last edited:
What happens if you create a new ring group and redirect it to voicemail 221.

Test by ringing the group internally.
 
just to confirm - on the bottom of the Voicemail page - this greeting is not what you are hearing?
Screen Shot 2018-08-15 at 8.36.46 AM.png
 
Craig, this is correct. The greeting located here is Welcome to.... please leave a message. The greeting that the system is routing to says Welcome to... please dial 0 to leave a message. Whether you dial zero or stay on the line 3cx says the operator is unavailable. When prompted to press 0 i can dial 221 and get the correct greeting.

I can also change the trunk settings to route to a dummy extension and then if unanswered to voicemail of 221.

All possible routes out of any ring group lead to the same unwanted greeting. I tried a new ring group with the same result.
 
When doing the test call - look at the number of active calls.
Do any go out to another number - a cell phone or a system voicemail provided by land line or anything like that?
It’s possible you are no longer in 3CX.
 
I am sure that the call is still in 3cx because i can dial 221 when the incorrect greeting plays and it will forward me to the correct greeting.
 
When I set the Ring Time under the ring group to 20s(This is what it has been set at for years) I get the wrong greeting. Setting the ring time to 10s produces the correct greeting. When set to 15s I get both greetings playing at the same time.....

At least I have a work around. Is this a bug or could we have caused this somehow?
 
Interested in this outcome... 2 messages playing at the same time?
 
segate said:
When I set the Ring Time under the ring group to 20s(This is what it has been set at for years) I get the wrong greeting. Setting the ring time to 10s produces the correct greeting. When set to 15s I get both greetings playing at the same time.....
Click to expand...

And what does the Activity Log look like for each of the scenarios? How do they differ?
 
segate said:
When I set the Ring Time under the ring group to 20s(This is what it has been set at for years) I get the wrong greeting. Setting the ring time to 10s produces the correct greeting. When set to 15s I get both greetings playing at the same time.....

At least I have a work around. Is this a bug or could we have caused this somehow?
Click to expand...

I believe that @craigreilly was on to something when he suggested that the call might be leaving 3CX. It might not leave but its definitely answered by another destination. In this scenario will either need a wireshark capture to see if the call leaves the PBX or the Bin log Viewer to see where the call is routed internally.
 
I will be out of the office for a few days, but I will follow up with captures for each scenario.
 
Let us know of the results.
 
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