Dismiss Notice
We would like to remind you that we’re updating our login process for all 3CX forums whereby you will be able to login with the same credentials you use for the Partner or Customer Portal. Click here to read more.

Voicemails stuck in 3cx

Discussion in '3CX Phone System - General' started by trilogystudios, Sep 16, 2011.

Thread Status:
Not open for further replies.
  1. trilogystudios

    Joined:
    Nov 24, 2008
    Messages:
    1
    Likes Received:
    0
    Hello,

    I'm running 3cx Version 10 with SP 3 installed on Windows XP.

    When someone calls and leaves a message, sometimes the voicemails get "stuck" in the phone system. I can browse to C:\Documents and Settings\All Users\Application Data\3CX\Data\Ivr\Voicemail\Extensions\200 and see the .wav files sitting there.

    When I restart the 3CX PhoneSystem Call History service, the voicemails are delivered like they're supposed to. This does not happen with every voicemail though - some get delivered as normal.

    Any help would be appreciated! Thanks.
     
  2. AlexDBarrett

    Joined:
    Jan 25, 2011
    Messages:
    71
    Likes Received:
    9
    Look forward to a response on this as our voicemails take a long while to be delivered via Exchange.

    The system is on a dedicated Windows 2008 R2 server in a VM environment.
    I suspect it is the amount of resources allocated to the server.

    We have 7 extensions
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  3. nb

    nb Support Team
    Staff Member 3CX Support

    Joined:
    Jun 7, 2007
    Messages:
    2,153
    Likes Received:
    170
    Some tips for you guys:

    Can you do the following

    Set the pbx to verbose logging mode
    Restart all the services
    When the services come up and everything is registered dial from any phone (*4)EXT NUM where *4 is the default dial code to access the extensions voicemail.

    leave a message.

    Confirm that it is received in a timeely fashion.

    Keep on doing the same thing until you replicate a stuck voicemail. When you do generate support information package and send it to support. We will take it from there or post some log extracts so we can see what the problem is.

    Just to let you guys know, when a voicemail fails to be sent, the call history service tries to send this again and again - it will try to send this voicemail every 15 minutes for a total time duration of 72 hours. After this it discards.

    Any extra information on this will be appreciated.

    Since the resources factor was mentioned, please check that the VM is working comfortably. when exchange is in the middle, you have a harder time to rule out who is delaying but the logs should answer your question. If you see that in the logs the email was delivered out from 3CX and still there was a long delay, then Exchange is delaying the voicemail. Or vice versa. Look at the timestamp of the logs and compare it with the moment you sent the email.

    troubleshooting example - what I would do to find out more information

    example - At this time I called a voicemail
    09:27:23.318|.\CallCtrl.cpp(851)|Log2||CallCtrl::eek:nLegConnected:[CM503007]: Call(19502): Device joined: sip:999@127.0.0.1:40600;rinstance=474bf23f54238a0e<br>

    left a message for nearly 1 minute.

    I pressed 0 - you can see this in IVR logs for example:
    09:28:11.415|3120|(0):Subtag SBjsiEval. entering: 0x01AADF28, 'confirm == '0'', 0x1453F2CC

    Then I open the call history log and look at the time from here - 09:28:11.599|Inf(03)| 102 updated(changed) (which is the time I pressed 0 to save voicemail)

    09:28:00.401|Inf(03)| File not found
    09:28:00.406|Inf(03)| Running Call History Updater iteration
    09:28:11.599|Inf(03)| 102 updated(changed)
    09:28:11.600|Inf(03)| VMMonitor: Scan VMBox:'102'
    09:28:11.600|Inf(03)| 102 updated(changed)
    09:28:11.600|Inf(03)| Number of VoiceMails directories:11
    09:28:11.600|Inf(03)| 100:2282 voicemails
    09:28:11.600|Inf(03)| 102:1 voicemails
    09:28:11.600|Inf(03)| 104:1 voicemails
    09:28:11.600|Inf(03)| 105:3 voicemails
    09:28:11.600|Inf(03)| 106:1 voicemails
    09:28:11.600|Inf(03)| 108:1 voicemails
    09:28:11.601|Inf(03)| 111:0 voicemails
    09:28:11.601|Inf(03)| 116:1 voicemails
    09:28:11.601|Inf(03)| 120:13 voicemails
    09:28:11.601|Inf(03)| 134:1 voicemails
    09:28:11.601|Inf(03)| 250:1 voicemails
    09:28:11.607|Inf(03)| VMMonitor: Scan VMBox:'102'
    09:28:11.607|Inf(03)| 102 updated(changed)
    09:28:11.607|Inf(03)| VMMonitor: File vmail_120_102_20110920062811 added
    09:28:11.607|Inf(03)| 102 updated(changed)
    09:28:11.607|Inf(03)| VMMonitor: File vmail_120_102_20110920062811 added
    09:28:11.607|Inf(03)| 102 updated(changed)
    09:28:11.607|Inf(03)| VMMonitor: Voice mail information changed 'C:\ProgramData\3CX\Data\Ivr\Voicemail\Extensions\102\vmail_120_102_20110920062811.xml'
    09:28:11.608|Inf(03)| Number of VoiceMails directories:11
    09:28:11.608|Inf(03)| 100:2282 voicemails
    09:28:11.608|Inf(03)| 102:2 voicemails
    09:28:11.608|Inf(03)| 104:1 voicemails
    09:28:11.608|Inf(03)| 105:3 voicemails
    09:28:11.608|Inf(03)| 106:1 voicemails
    09:28:11.608|Inf(03)| 108:1 voicemails
    09:28:11.608|Inf(03)| 111:0 voicemails
    09:28:11.608|Inf(03)| 116:1 voicemails
    09:28:11.608|Inf(03)| 120:13 voicemails
    09:28:11.608|Inf(03)| 134:1 voicemails
    09:28:11.608|Inf(03)| 250:1 voicemails
    09:28:11.608|Inf(03)| VMMonitor: Creating email notification for 102
    09:28:11.630|Inf(03)| VMMonitor: Attaching vmail_120_102_20110920062811 to email
    09:28:11.630|Inf(03)| VMMonitor: Sending email notification to nb@3cx.com using googlemail.l.google.com
    09:28:15.407|Inf(03)| SELECT value,kind FROM dnallocation

    And this is what confirms when the voicemail left the system :

    09:28:11.630|Inf(03)| VMMonitor: Sending email notification to nb@3cx.com using googlemail.l.google.com

    This is what you have to look for.

    Also make 2 tests - one where you confirm saving the voicemail and the other where you just hang up the phone. Maybe the hang up is not received for example, then the voicemail will remain recording in the background (what is normally seen as a stuck call in voicemail). Check the size of the voicemail - see how long in duration it is and play it - see what it plays.

    Thanks
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  4. coreybrett

    Joined:
    Apr 12, 2010
    Messages:
    72
    Likes Received:
    0
    I'm having the same exact trouble.

    Running v10 SP3 on a Win2008 VM.

    Is there any chance this is a bug?
     
  5. nb

    nb Support Team
    Staff Member 3CX Support

    Joined:
    Jun 7, 2007
    Messages:
    2,153
    Likes Received:
    170
    yes of course you have the same problem. if you are not running the latest version. Upgrade to SP5 then try and reproduce.
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  6. coreybrett

    Joined:
    Apr 12, 2010
    Messages:
    72
    Likes Received:
    0
    Sorry, I am running SP5. I will be testing today.
     
Thread Status:
Not open for further replies.