Solved Voicemail emails not being received

[Acronyms Ltd]

Good afternoon!

We have been having an odd issue where some voicemail via emails have not been arriving to some addresses. Our setup is currently hosted on site, version 18.0 (Build 450) and is using the 3CX SMTP server. Emails are configured to send email as attachment then delete.

Below is what we have tested so far on two different ext:

1. Tested voicemail to ext a (configured for [email protected]) email failed to be received
2. Tested voicemail to ext b (configured for [email protected]) email is received successfully
3. tested welcome email to ext a - failed to arrive
4. tested welcome email to ext b - received successfully.
5. changed email address on ext a to personal gmail account then tested voicemail - received successfully.
6. changed address on ext b to [email protected] then tested voicemail - failed to arrive.

Email system is currently configured on office 365 and records sent to deliver direct to 365 so no external filtering in place. 365 mail flow logs show no emails from 3cx to the person1 address but do so for the person2 address.

I have looked over this forum and have found other topics with the same issues to mine where the address that the emails were going to were blocked by 3cx, could this be the case here?

Any further info you need please do let me know

 

[ChrisC_3CX]

I have looked over this forum and have found other topics with the same issues to mine where the address that the emails were going to were blocked by 3cx, could this be the case here?

This could indeed be the case. This will happen if you attempted to have the 3CX SMTP send an email to the said address before the address/mbox actually existed or the mail server responded with an error for any other reason such as the mbox being full.

You can probably test this by configuring a custom smtp and then trying to send an email via 3CX to the "problematic" address again (e.g welcome email).

If you want, please send me the email address via PM so that we can have a quick look on our end.

 

[ChrisC_3CX]

An update on this:

The email was indeed in the 3CX SMTP bounce list and removing it re-allowed emails to be sent to it.

As this has been sorted, I'll be marking this thread as solved.