Voicemail not works

[nakanet]

Hello everybody !

I need a help for a voicemail issue.
Our Voicemail service are assigned to extension 99999
I´ve looked at the "System Extension Status" node and I could see the following status:

(GREEN) Registered(idle) *0 Park Extension
(GREEN) Registered(idle) *1 Park Extension
(GREEN) Registered(idle) *777 Echo Test
(GREEN) Registered(idle) 99999 SpecialMenu
All other Conference and Shared Parked extensions are (RED) because we´re using the free version of 3CX.

In the "Server Event Log" node, I could finf a line that says that the extension 99999 are logged into the system as follows:

Extension 99999 is registered, contact: sip:[email protected]:40600;rinstance=08fcdc4898bfdf45

In the "Server Activity Log" I found the following log to a call from an ordinary extension to the Voicemail extension:

01:24:56.755 [CM503008]: Call(15): Call is terminated
01:24:49.156 [CM503007]: Call(15): Device joined: sip:[email protected]:40600;rinstance=08fcdc4898bfdf45
01:24:49.148 [CM503007]: Call(15): Device joined: sip:[email protected]:5060;transport=TCP
01:24:49.116 [CM505001]: Ext.99999: Device info: Device Identified: [Man: 3CX Ltd.;Mod: Voice Mail Menu;Rev: 1] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX Voice Mail Menu] PBX contact: [sip:[email protected]:5060]
01:24:49.115 [CM503002]: Call(15): Alerting sip:[email protected]:40600;rinstance=08fcdc4898bfdf45
01:24:48.968 [CM503025]: Call(15): Calling Ext:Ext.99999@[Dev:sip:[email protected]:40600;rinstance=08fcdc4898bfdf45]
01:24:48.930 [CM503004]: Call(15): Route 1: Ext:Ext.99999@[Dev:sip:[email protected]:40600;rinstance=08fcdc4898bfdf45]
01:24:48.926 [CM503010]: Making route(s) to <sip:[email protected]>
01:24:48.919 [CM505001]: Ext.10000: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CXPhone for iPhone 1.0.23] PBX contact: [sip:[email protected]:5060;transport=TCP]
01:24:48.910 [CM503001]: Call(15): Incoming call from Ext.10000 to <sip:[email protected]>

When we use the system extensions, for example, dialing *777, the Echo Test call can be completed without any problems, but when we dial 99999 to access the Voicemail, we hear a message like "This call cannot be completed. Please try again later. We apologize".

What can be wrong this time ?
Best regards
Eduardo Nakagawa

 

[davidbenwell]

before we go into any more details, can you do a restart of the pc / server that has 3CX installed? once done, please try again and let us know if it then works. If not we will investigate this for you.

 

[netswork]

Has this ever worked? Do you have 9 set as a prefix for your outbound routes for dialing?

 

[willow]

it sounds like you have an outbound role that is conflicting with the vmail access code as that message is not a 3cx message. their message is "called number does not exist" when the number is not registered or found in the outbound rules. I would start with them and go through them in order from top to bottom and see if one matches what you are trying to dial.

 

[webtomten]

I have exact the same problem with voicemail. The call will only be terminated. And i have no outbound prefix or something like that i only route my outbound with extansion number.

 

[nakanet]

Hi everybody.

First of all, thanks for all the answers.
I follow all the suggestions on the post.
First, the server is located inside our school so I can boot it up at anytime.
Even rebooting the server, the voicemail doesn´t works.
Second, about the outbound rules. As we are using de 3CX as a private closed PBX (it means that there are only internal calls. No one can access outbound calls). We didn´t registered any PSTN or VoIP gateway to provide public inbound or outbound calls.
So where do you guys imagine that the problem is ?
By the way, since we installed the 3CX System, the voicemail never worked before.

Again, thanks for all the answers and hope hear from you soon again !

Best Regards

Eduardo Nakagawa
Director
New English Academy - Educational Services
Tsushima - Aichi - Japan

 

[leejor]

What operating system are you using?

 

[nakanet]

Hello leejor !

Thanks again for your help on my Remote Extension connections issue (do you remember thar you answered that issue to me ?).
Ok, this time I´ll tell the actual configuration of our 3CX server:

O.S: Windows 7 Ultimate - SP 1 (Original Microsoft)
3CX Phone System Release: 10.0.19117.1690
Web Server: IIS 7.5 Release 7.5.7600.16385

Server Configuration:
CPU: Intel Atom 1.6GHz Dual Core
Main Memory: 4GB
HD: SATA 7500rpm 1TB HD

On this time, I saw one interesting thing that can help to sole this issue.
I´ve observed that in the IIS, below the main 3CX webserver root, the 3CX system creates 3 different virtual directories, one for the management panel (the one that I can access by http://oursipdomain/management) that works fine, another one for the MyPhone (one that I can access thru http://oursipdomain/myphone) and also works fine, another one to the phone setting provisioning files (that works fine too...) and finishing, one directory called IVR (that I suppose is related with the mail voice recording systems, as I could see in the files.)
I´ve tried to access this folder thru our webserver (using the path http://oursipsdomain/ivr) and the IIS returned a HTTP error 500.
Then I read the directory of this files and found a file that I supposed to be the started of the IVR system (a file called ivr_start.aspx) and I´ve tried to access, this file using the full path http://oursipdomain/ivr/ivr_start.aspx and the server returned the same HTTP 500 error page.
The error page image follows in the attachment.
We can see that it reposrts an IIS HTTP error 500.19, caused by an unrecognizable attribute called "cacheControlMode" in the web.config file. Please take a look pon the attached file with an image of the error page we receive from IIS.

I suppose that the refered directory are stored in a hidden folder under c:/, because I can´t find it using the Windows Explorer. I only can find the folder directions when I access it thru the IIS.
Maybe this the problem with our Voice Mail problem ?

Regards for all friends;

Eduardo Nakagawa
Director
New English Academy - Educational Services
Tsushima - Aichi - Japan

 

[netswork]

I would try this, because it is very quick and there wont be that much down time. Just run a backup of your system through the backup tool inside of 3cx. Uninstall 3cx. uninstall IIS. Reboot. Install IIS. Reboot. Install 3cx and restore from backup. The whole process should not take more than 30 minutes.

 

[nakanet]

Thanks for your answer.
The great problem is that on this IIS, there´s a lot of other web-applications and websites running and turning it off and uninstalling the IIS may took a lot of time due the backup and restore procedures of all contents of the IIS.
There´s another suggestion besides this there I can use for solve this problem ?

Best regards for all.

Eduardo Nakagawa

 

[netswork]

Do you not have support with 3cx? Is this the free version?

 

[nakanet]

Yes, I´m running the free version of 3CX.

But I made a discover.
I´ve uninstalled the 3CX and reinstalled it using the Abyss Web Server instead the IIS and the Voice Mail works fine.
But when I take it back to the IIS, the voice mail doesn´t works.
As I don´t know how to configure the web server parameters (like addresses and FQDN´s) there, I ve decided to roll-it back to the IIS.

Does anybody can imagine a solution for this issue ?

Best Regards
Eduardo

 

[smb1]

First thing I would suggest is to use abyss. 3CX recommends it for non server OS.

If you are using free edition, can I assume you don't have a very complex install? 5 digit extensions are unusual unless planning a very large installation, you might want to think about re installing with 3 or 4 digit extensions. It would make extensions easier to remember and dial.