Voicemail going to SIP Trunk Provider but not to 3CX, unless...

[plsj]

When an incoming call is sent to voicemail by a user, the caller is instructed to record a message, then press # to save the message -> this saves a voicemail within 3CX and the user is able to see it in their app.
However, when an incoming call is not answered for 20 seconds and thus automatically directed to voicemail, the caller is instead instructed to leave a message and just hang up -> when a voicemail is recorded this way, it gets saved and sent to my SIP trunk provider's portal (Callcentric), but not to the any user within 3CX.

Most of our voicemails fall into the latter group, and I want my users to be able to see and listen to all voicemails on their 3CX app.

What am I doing wrong?

 

[TheodorosG_3CX]

Have you confirmed that is redirected to the 3CX Voicemail?

 

[leejor]

Yeah...this sounds as if your providers voicemail is still active (for some reason), and intercepts a call after 20 seconds.

 

[plsj]

How may I verify that it is being redirected correctly to Voicemail?

I have an outgoing plan, incoming plan, and voicemail set-up with my SIP Trunk Provider.

Thank you Theodore and leejor for assisting!

 

[leejor]

If you have voicemail set up with the trunk provider then that will prevent unanswered calls reaching 3CX voicemail. If you can increase the timeout beyond 20 seconds, then that could make a difference, but I'm not certain as to why you would use your providers voicemail when 3CX can perform the same function at the extension level.