Voicemail on Snom

[jcostlow]

• 3CX Version: Standard Annual 16.0.8.9
• Server OS: Debian 9
• Is the 3CX Server Hosted and where: Hosted by 3CX
• IP Phone Make/Model/Firmware: Snom D735 Firmware: 10.1.73.16
• Provisioning Method: SBC
• Trunk Provider or Gateway Make/Model: Net2phone
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

Hi everyone,

I am sure I am overlooking or having brain fog by not remembering how to fix this issue but we just installed a new system yesterday and when the users go to check voicemail it says emergency call since 999 is for emergencies elsewhere.

When I provisioned the phone I set it for English (US) but don't see any other options for changing the setting that 911 is for US emergencies. Other installs say voicemail when you use the retrieve voicemail button.

 

[leejor]

Have you seen....
https://www.3cx.com/blog/docs/update-5-alpha-emergency-number/

 

[jcostlow]

Thanks, I did check that to make sure I set it up as I have been trying to remember because of Kari's law.

911 is set as an emergency number but the phones still say 999 emergency call instead of voicemail.

 

[JohnS_3CX]

Hi @jcostlow

This is hardcoded into Snom phones whenever you dial 999, not aware of any way it can be changed.

Feel free to contact Snom in case they have any further suggestions.

 

[jcostlow]

Thanks, I will reach out to Snom.

I figured I would ask in case I missed something since our other installs show voicemail when 999 is called.

 

[JohnS_3CX]

@jcostlow do me a favor if you can so we can investigate this a bit further:

1. Check the Timezone in your management console for the PBX that says "emergency" VS the PBX that says "voicemail"

2. Check the timezone of each of the two phones we are comparing, see if they are both on "use global timezone"

You might be getting different behavior based on the timezone on each one

 

[jcostlow]

I have checked the settings you asked on both PBXs.

1. Both systems have the timezone set the same under Settings >> Timezone & Office Hours which is -6:00 United States -Central

2. The phone provisioning timezone is set to -6 United States - Central Time on both systems.

 

[JohnS_3CX]

While both phones are registered, go and hit reprovision on them in the Phones page.

Then, after a minute or so, try dialling 999 again and wait before you press OK.

See if they say Voicemail now.

 

[jcostlow]

I will try once I can be near both phones and let you know. It will be several hours but I will update once done.

 

[JohnS_3CX]

Sure thing, let me know if this makes the problem go away and if you can replicate the problem and the fix simply by reprovisioning a freshly provisioned phone a second time.

 

[jcostlow]

When I got onsite today to test most the already provisioned phones say voicemail when hitting the retrieve voicemail button now.

Newly added phones don't even after a manual re-provision but I am going to give them overnight to see if that does it. When I added all the phones it had to pull in new phone templates but I tried re-provisioning them afterwards so I wonder if it took a bit to fully replicate the new template.

 

[JohnS_3CX]

Once you download a new template update, the next time any phone requests reprovisioning it will get the new config immediately (whether automatically every 24 hours or manually if you press "Reprovision" in 3CX).