Voicemail Not Saving - Randomly

[outland]

Hello,
Back in March I opened a ticket about voicemails that seemed to be missing. I failed to follow up to the final question on that one about the options selected under the extension. The selection is vmail as an attachment. I have some additional information in that a recent case of this shows 3CX did not save the recorded voicemail to be able to send via email. I see in the call log where the caller talked for more than enough amount of time in VM so I fully expected to get that VM. There is no record of it when I look at VM via webclient and of course no email. There are plenty of voicemails left before and after this call. What could possibly be causing this to occur randomly like this? Thanks!!

 

[NickD_3CX]

Hi!

I know there was some improvements to VMails in the latest updates of 3CX, so first you should make sure you are on V18 U3.

Other than this, I would suggest setting your 3CX into Verbose logging mode, then check the "3CXIVR.log" file once you notice that this happens, I believe that's where the VMail information is shown.

As this log file rolls over quite quickly, I'd probably recommend enable in the "Keep backup of log files for X days" option in the Activity Log settings.

Alternatively, you can always reach out to the 3CX Support Team and they can go over it with you.

 

[outland]

Thank you! I will attempt to gather some data from verbose logging and go from there. I am up to date, so I have that covered. Thanks again.

 

[outland]

The customer had a call come in yesterday that could potentially be one of these issue calls. Here is the call log.

5/27/2022 12:06:45 PM	RONNIE HODGE :Toole Inbound (6142064900)	IVR (801)	answered	00:00:00	00:00:39			IVR (801) replaced by VMail (101)
	RONNIE HODGE :Toole Inbound (6142064900)	VMail (101)	answered	00:00:00	00:02:43	00:03:22	0.00	Terminated by RONNIE HODGE :Toole Inbound (6142064900)
5/27/2022 12:12:27 PM	RONNIE HODGE :Toole Inbound (6142064900)	IVR (801)	answered	00:00:01	00:00:27			IVR (801) replaced by VMail (102)
	RONNIE HODGE :Toole Inbound (6142064900)	Bill Toole (102)	unanswered	00:00:20	00:00:00			No answer, forwarded to VMail (102)
	RONNIE HODGE :Toole Inbound (6142064900)	VMail (102)	answered	00:00:00	00:01:15	00:02:03	0.00	Terminated by RONNIE HODGE :Toole Inbound (6142064900)

The caller called the first time and talked long enough that we should have had a full VM message. Instead it was 3 seconds of nothing. This customer has also complained of VM's getting cutoff. The caller called back a second time to leave the same VM on another extension. We did get that full VM. I need help to figure out why VM's are randomly failing. I had verbose logging turned on and the details are attached. Can you help me decipher?