Voicemail eMail Notifications stopped working

[dsidata]

Our voicemail email notifications stopped working a couple of months ago. A small percentage of notifications are actually received, but very few with no logical pattern. It could be it happened right after updating to (15.5) SP6. Prior to that is has worked for almost 4 years. Admin notifications are all working.

 

[cobaltit]

So the official 3CX answer is to change your SMTP server to 3CX SMTP and see if that fixes it. If so, then it's a problem with your SMTP server. Keep in mind that if you are on standard you will lose the ability to use a custom SMTP server once you change to 3CX SMTP. There is a known issue with O365 and conference emails which should be resolved in v16 but I haven't heard of any other issues with regular voicemail notification messages.

 

[YiannisH_3CX]

Hello @dsidata

What SMTP server are you using? Also the issue with office 365 affects conference emails not voicemail emails. Are you able to test with the 3CX SMTP server?

 

[dsidata]

We are using an in-house (on premise) SMTP server. We run our own MS Exchange Server 2010.

 

[dsidata]

Also, I'd rather not test with the 3CX SMTP server, because once you try it, you can't change back. What would the rationale for that be?

 

[YiannisH_3CX]

Also, I'd rather not test with the 3CX SMTP server, because once you try it, you can't change back. What would the rationale for that be?

The standard licence does not allow for a custom SMTP but for the people that were using it before the licence change we did not force them to switch to the 3CX SMTP. But if you change it to the 3CX SMTP the software does not allow you to switch it back as the licence does not allow for a custom SMTP.

 

[dsidata]

Now this is a little upsetting! I changed to test with 3CX SMTP. The test button, and admin notifications work as did before, but the VoiceMail notifications still don't work. Do I have restart the services? Now I'm stuck with 3CX SMTP and can't go back to what worked for me for 4 years!

 

[cobaltit]

Did you make any changes to the email templates? I know in the change logs there were also some issues with certain characters in the templates causing problems.

 

[dsidata]

I didn't make any changes to the email templates.

 

[dsidata]

HELP! Rebooted my server and now none of my emails work. Not even the test button! Test button doesn't give and error and just says 'Mail Sent'. But none arrives. Now that I'm using 3CX SMTP, I'm stuck and can't change anything.
This is very frustrating. Almost every time 3CX issues a service pack, something else breaks.

 

[YiannisH_3CX]

If the test button gives you a "Mail sent" message then the message is successfully sent from the PBX. I would recommend looking at the receiving side and see if the mail is blocked somewhere or if it was flagged as spam.

 

[dsidata]

OK. For testing purposes I changed the email addresses to a Yahoo account and the emails work. What do I need to do on my Exchange server side to allow these messages through? I whitelisted '[email protected]'. Still no luck. Plus yesterday a few messages did get through...

 

[dsidata]

Does the 3CX SMTP server have an IP address that I can set up as a 'Receive Connector'?

 

[cobaltit]

Message from 3CX are going to your MX record. Do you use some sort of 3rd party spam filter like Barracuda?

 

[YiannisH_3CX]

Does the 3CX SMTP server have an IP address that I can set up as a 'Receive Connector'?

3CX emails come from smtp-proxy.3cx.net which resolves to a few IPs that are however dynamic so i would recommend setting the FQDN as source.

 

[dsidata]

I've had it with 3CX!!
I just spent 3 hours trying to fix this and got nowhere.
I have Symantec Mail Security. I whitelisted '*@3cx.net' and completely opened my SPAM filter.
I tried all kinds of receive connectors on MS Exchange but they have to specify IP Addresses or ranges, not FQDNs.
I searched and searched more for solutions or documentation.
Nothing works.
I am about to give up on 3CX. I can't get decent support on something that their service pack broke!

 

[nub]

I've had it with 3CX!!
I just spent 3 hours trying to fix this and got nowhere.
I have Symantec Mail Security. I whitelisted '*@3cx.net' and completely opened my SPAM filter.
I tried all kinds of receive connectors on MS Exchange but they have to specify IP Addresses or ranges, not FQDNs.
I searched and searched more for solutions or documentation.
Nothing works.
I am about to give up on 3CX. I can't get decent support on something that their service pack broke!

Restore abackup to before you changed the smtp settings?

 

[cobaltit]

Did you look at your logs to see if/why Symantec Mail Security is rejecting it?

 

[dsidata]

1) Even before the SMTP changes we were not getting Voicemail notifications since SP6. After the smtp changes we are also not getting any admin notifications, welcome emails, or tests. So a restore is not practical.
2) My Symantec Mail Security is not blocking 3CX messages because I completely opened my SPAM filter and captured all messages that would be rejected and forwarded them to my admin account. No 3CX messages are hitting our Post Office.

 

[cobaltit]

So we are a platinum partner with MANY installs and use 3CX SMTP exclusively and have zero issues. 99% sure the issue is something in your mail flow configuration and since sending to a Yahoo address worked I think that confirms it. It's been a long time since I've done anything with Symantec Mail Security (and frankly I was happy to stop using it as a I thought it was garbage) but if the connection itself is being rejected before content delivery/evaluation then the lack of emails being forwarded does not necessarily mean it's not Mail Security.