Solved Voicemails not being saved.

[neilhooper]

I have today found out that although voicemails are being left we are being told by the system that we haven't any. I have checked that voicemail is enabled on my extensions and I believe that my forwarding rules are correct as everything is set to Forward to Voicemail. I tried a test call from my mobile to the system earlier and left a message and even pressed # after I'd finished although the prompt didn't say I had to. When I pressed # the message was played back to me and then I was told to hang up to save it.

When I access voicemail by dialing 66 I am told that there are no messages.

This is a newly upgraded system to V16 from V15 today but it wasn't working on V15 either.

Has anybody got any ideas where I can start to troubleshoot this?

Thanks
Neil

 

[craigreilly]

Do you have send to email & delete enabled?
Can you check the file tree to see if anything shows up temporarily?
Perhaps a permissions issue on the directory?

 

[neilhooper]

No send to email enabled
have watched /program files/3cx/instance1/data/ivr/voicemail/extensions and /programdata/3cx/instance1/data/ivr/voicemail/data/21 whilst leaving a message.

21 is the voicemail extension number and nothing shows up temporarily.

I just tried to leave another message but I'm now told that the mailbox is full and I can't leave a message.

I don't believe that it's full, this was only installed yesterday !!!

Neil

 

[JohnS_3CX]

Hi neil,

Please check the just in case the disk space is full.

The voicemail should be stored in:
C:\ProgramData\3CX\Instance1\Data\Ivr\Voicemail\Extensions\{EXT_NUMBER}

And also, can you post a screenshot of your management console's Settings > Voicemail page?

 

[neilhooper]

Hi,

Today, I had a planned rebuild of this machine that involved wiping the hard disk and re-installing everything from scratch. The last thing to be done was 3CX which was completed a short while ago and the problem is exactly the same.

There were no voicemails recorded in any extension number's locations yesterday and there are certainly none today. I still get the message saying that the mailbox is full and messages can't be left. There is currently 110GB of space on the drive as there was yesterday.

I've attached the screenshot of the Voicemail screen, please note that the bottom part about using Exchange for voicemail isn't ticked.

I know that this to work flawlessly, I don't know when it stopped but I know that it was a problem with my previous version and I had hoped the move to V16 would have cured it.

- Neil

 

[JohnS_3CX]

Hi Neil,

When you say reinstalling everything from scratch:

1. Are there any other software packages running on the machine?
2. Is 3CX installed on C:\ ?
3. Did you restore from a backup?
4. Did you modify anything at all that 3CX would not expect? (including paths or rights)
5. Are your extensions all 2-digit extensions? (ie. from 00 to 99)

 

[neilhooper]

Hi John,

Been away for a couple of days.

1. Yes and have been the same ones since 2012
2. Yes
3. Yes
4. No
5. Yes, as far as I'm aware

 

[JohnS_3CX]

Hi Neil,

As we always recommend the machine be dedicated to the PBX and contains nothing other than the instance, I think there are a couple of ways to move forward:

1) Shut down the machine temporarily and run a VM with only the OS, drivers and PBX to see if the issue goes away after installing 3CX there using your backup (you can use the Debian ISO too if you wish, all config can be done via the wizard)

2) Create a ticket with Support for further investigation by providing them the Support files.

It sounds like something is either corrupted in the installation or something is interfering with the PBX's ability to write to disk. BTW you haven't enabled " Use Exchange Server for Voicemail " by any chance?

 

[neilhooper]

OK, now I'm officially an idiot !!!!

The old saying "Start with the basics" applies to me.

When testing this I've been asking someone else to ring the line and leave a message as I wanted to exclude any possibility of any conflict if I use my mobile which in turn will be trying to receive the call.

Anyway, last night I rang the line from my mobile but and although I was able to leave a message, something didn't sound right. Then the light bulb moment !!!

Our requirements are very simple, all we need is a way to be able to answer calls that come into the home line when we're out at work and have voicemail. To this end, it is not worth us investing in having a dedicated SIP account as the line that comes with the broadband suffices and we use a Patton 4112 Gateway to give access to the PSTN line. A while ago we changed broadband supplier who, without our knowledge, decided to enable 1571 call answering on the line. This was intercepting the calls and answering before 3CX had chance to go to timeout and hence go to voicemail.

This has now been disabled.

Now when I call the line after the timeout I'm getting:

End destination cannot be reached, contact administrator.

But I can't figure out why.

 

[YiannisH_3CX]

Hello @neilhooper

Glad to see you able to figure out what the issue was with the voicemail. To troubleshoot the new issue start by changing the destination of the call to a different extension and see if the call is diverted there to narrow the issue down to the voicemail. Also check the activity log of the PBX as it may contain the cause as to why the call is not reaching the voicemail box.
You could also try to call the extension from an internal extension and see if you are diverted to voicemail that way.

 

[neilhooper]

All sorted now, thanks for your help. I could leave a voicemail from another extension which took me to the Ring Group settings and found that it had somehow become disabled there.

Taking your advice about not running it on a machine with other software on I've taken delivery of a Raspeberry Pi 3B+ today and can't even get it to intstall. See separate thread.

 

[YiannisH_3CX]

Glad to see the issue has been resolved.