Voicemail to email stopped working

[bbaker73]

3 clients so far have stopped receiving voicemail emails. all other emails work fine, welcome, reports etc. I have put in trouble tickets. Wondering if anyone else has seen this issue. I'm guessing it is related to speech to text since I recently implemented it on all of the clients.

So here's what happens:

Client stops receiving vm emails.
Tried just disabling speech to text in 3CX, did not fix.
Restarted services, 3CX system server service stuck stopping and had to kill it from task manager (this happened on the 1st client as well).

As soon as services restarted, all pending vm emails went out, but without transcription (remember the emails were from the last few days when transcription was enabled, but I just disabled the transcription right before restarting the services).

The way I found the 3rd client was having this issue (they didn't know it yet) was as I was working on the 2nd client, I noticed in the metrics for speech to text in Azure for this 3rd client showed no api calls for this client. Sure enough, they were not getting voicemails either.

 

[bbaker73]

I'll also add that when I was working on the 1st client, the 3cxSystemService log was not showing the missing vmail emails or any indication of them at the time they actually arrived. They only showed up in the log after the services restart, when they actually all went out via email.

 

[yanceyworks]

We just had this too, v15 SP5. Just updated to SP6 so we will see how that goes.

Never thought it to be a transcription issue, but we will see.

Did you open a ticket? I want to reference it if you have.

 

[bbaker73]

We just had this too, v15 SP5. Just updated to SP6 so we will see how that goes.

Never thought it to be a transcription issue, but we will see.

Did you open a ticket? I want to reference it if you have.

I do have a ticket
#274761 No voicemail emails

I currently have transcription disabled and the server in verbose to gather the info support requested. Waiting to make sure it does not happen with transcription off, but I'm sure it is a transcription related issue. I check the metrics in azure each day, and when I notice no activity for calls to the service, I check and find vmail emails not dispatching. Restart the system server service (sometimes it won't and you have to kill it), then all backlogged emails go out. Checking the azure metrics daily, I've preemptively caught about 4 other servers doing this.

 

[yanceyworks]

bbaker73, the issue is resolved with SP6, see below 3cx support.

Sorry for the inconvenience, in SP5 there was an issue regarding web sockets being left open due to an unexpected change from the MS transcription API.
This in result could prevent voicemails from being sent until restart of service / until sockets were released basically.
However we can confirm this was addressed in SP6 so you shouldn't encounter this case anymore.