Voicemails stuck in 3cx

[trilogystudios]

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.

 

[AlexDBarrett]

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

 

[nb]

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:nLegConnected:[CM503007]: Call(19502): Device joined: sip:[email protected]: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 [email protected] 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 [email protected] 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

 

[coreybrett]

I'm having the same exact trouble.

Running v10 SP3 on a Win2008 VM.

Is there any chance this is a bug?

 

[nb]

yes of course you have the same problem. if you are not running the latest version. Upgrade to SP5 then try and reproduce.

 

[coreybrett]

Sorry, I am running SP5. I will be testing today.