Under Review Voicemails marked as old after reboot?

[Connexium Partner]

Hello,

I have a strange case where my client logs into their voicemail (999) to check messages. Systems says 2 old and 1 new voice message but should be 3 new messages. Explanation below:

Empty voicemail box when she left last night.

6am: First voice msg left by a customer (outside of office hour)
7am: Second voice msg left by a customer (outside of office hour)
7:30 Office hours are back on (in Settings/Timezone & Office Hours Settings)
8am: I applied the latest hotfix (but I know the customer is not at the office today until 8h30)

1pm: 3rd voicemail messages of the day left by a customer, My client now gets a blinking light notification on their phone letting her know that she has a voice message waiting (phones only blinks when they have a voicemail, not when they missed a call)
My client log into her voicemail and it says, 1 new message and 2 old messages.


I checked the call logs and they only checked the Voicemail once today. There is no email rule. All under the same extension.

so my question is: does a reboot of a VM could affect the voicemails?

My customer is now wondering if she can rely on her blinking light notification


The instance is self-hosted on DigitalOcean. Latest version. Standard version.

Thank for your input and suggestions

 

[Alphabetic]

Voicemails should stay unread regardless. Are they being accessed elsewhere?

 

[ChrisC_3CX]

The Notification light on the IP Phone may indeed go off, however, as @kieferschild mentioned, the voicemail status will remain unread so accessing the Voicemail menu (666/999) should still give the user an audible message of how many new voicemails they have in their vmbox.

 

[Connexium Partner]

Yeah, it's so very odd. I never experienced this before. I was wondering if any other partners or users had a similar issue with the latest update.

@ChrisC_3CX, So the light notification could go off after a PBX reboot?

 

[leejor]

I assume that the phone is also being re-provisioned after a PBX re-boot, which would extinguish the MWI lamp. It is the set that "remembers" that it received a message waiting message, to turn on the indicator. It would seem, that after a reboot , 3CX does not re-send message waiting indications to all of the sets that have a new message. I have to assume that the expectaion is that the PBX does not re-boot on a regular basis. Feature request?

 

[ChrisC_3CX]

So the light notification could go off after a PBX reboot?

that is correct, however, as mentioned previously, accessing the voicemail menu 999/666 should still state that there is a new message.

 

[Connexium Partner]

that is correct, however, as mentioned previously, accessing the voicemail menu 999/666 should still state that there is a new message.

Thank you @ChrisC_3CX . I will make sure to send notifications to the PBX users if a reboot or something similar has to be performed.

 

[Connexium Partner]

I assume that the phone is also being re-provisioned after a PBX re-boot, which would extinguish the MWI lamp. It is the set that "remembers" that it received a message waiting message, to turn on the indicator. It would seem, that after a reboot , 3CX does not re-send message waiting indications to all of the sets that have a new message. I have to assume that the expectaion is that the PBX does not re-boot on a regular basis. Feature request?

The VMs don't reboot often indeed but its still at least 5-6 times year for all the updates and hotfixes. If a feature request could make sure the MWI is resent after a phone update or a reboot, it would definitely be a good thing.

In this instance, a customer called my client to warn them she couldn't make it to her appointment. The receptionist didn't get the voicemail (no MWI). I still think that dialling in for voicemail is pretty 1997, but that's how they want it.


Thanks for your input. It's appreciated