Voicemail light turning off

[JCamp]

From one of our users:
there was a voicemail at 5:01 pm last night right before I left and the light was blinking. When I came in today, the light wasn’t blinking but no one had listened to the message.

We've had this issue for a bit where the voicemail light doesn't always come on. I've looked through the forums but have not yet found an appropriate item.

We are using Yealink 27T phones.
We use 3cx web
This is a shared VM mailbox

Not sure what other info would help.

 

[VoIPTools]

I've never witnessed this issue with 3CX in 15+ years. That does not mean it is impossible, but my money is on the fact that this is a shared voicemail box and I think someone other than the person reporting the issue listened to the voicemail. For what it is worth.

 

[JCamp]

That was my first suspicion. (In fact, if you look at my other posts, you'll find one about checking who has accessed voicemail. And we're looking into the Voiptools to accomplish that)

Back to this issue:
There are about 7 people who share this. We've questioned them and all have denied listening to the voicemails. The process in our office is to listen to a vm, and then take ownership to do what is necessary and delete the VM. So it would be odd for someone to listen to a vm and then leave it in the mailbox.

Also this has happened more than once. After the first questioning, I would expect people to be more careful about such things.

I'm not saying it's not possible, but at this point, I seriously doubt that someone listened to it.

So spitballing thoughts:
Is it possible that a unit rebooting would cause a reset of the light even though there are vm messages? That could be the phone or perhaps a server.

Is it possible that the VM message is somehow aged and therefore registers differently?

What about the transcript emailing? Could that somehow mark it as read?

 

[SteveITS]

The default for Yealinks is to have the light be voicemail or missed call...is that set and could they have reviewed recent calls? (edit: we always set it to voicemail only)

It would be interesting to know, in the morning, did 3CX consider the message unheard/new, or heard/old? If unheard, that would indicate no one listened to it.

 

[JohnS_3CX]

Older Yealinks had an issue where if they could not reach the PBX for any reason to get their VM notifications, they would stop trying until you reboot them.

Seeing since this is an older model, try to reboot it if this happens again and see if the light returns.

I don't foresee Yealink releasing any newer firmware for these older models.

 

[CamNYC]

Hi,
We got a related issue for the message waiting light on Yeaklink desk phones. Voicemail to email is set up. After users listen to the voicemail from their emails, the message waiting light still stays ON on desk phones. Are there any settings that can be tweaked on the system to fix this?

 

[SteveITS]

The email attachment isn't tied to 3CX, 3CX doesn't know it was listened to. There is an option to send it as an attachment and delete it from 3CX, though.

 

[CamNYC]

The email attachment isn't tied to 3CX, 3CX doesn't know it was listened to. There is an option to send it as an attachment and delete it from 3CX, though.

Okay, I'll test it. Thanks.