Voicemail Prompts Missing

[Jason Cornell]

Good evening,

I am currently running version 24.01.20241008063109 which I believe is update 6 at our school district. Ever since the most recent upgrade to update 6 (from update 4 of 24.01), we no longer have any voicemail prompts on any extensions. Once a call is forwarded to voicemail, it simply goes silent and doesn't provide any prompts to leave a voicemail nor does it even say that a voicemail isn't set up.

I am hoping someone else has run into this before as I am currently at a loss on how to troubleshoot it further.

Thanks in advance!

Jason

[OnRelay Support]

Sounds like you may have a codec / SDP compatibility issue between your SBC or extensions and your media service. So please check your codec settings everywhere.

Logs found under /var/log/sipxpbx such as sipxivr.log and sipxrelay.log should give a clue in addition to the /var/log/sipxpbx/freeswitch logs. In addition the actual SIP signaling should give clues as can be retrieved from SIP Proxy logs or wireshark.

Note 24.01 included support for SRTP / secure media. There is a new related Enable Secure Media setting under Media Services that is disabled by default for backwards compatibility, so make sure it has not been inadvertently enabled.

[Gerald Drouillard]

I remember a few years back, that the backups would not include voice prompts of certain extensions.  Not sure if that is your problem.

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[Jason Cornell]

Good afternoon,

Thank you for your response. I have pasted some information from the sipxivr.log file for a test call I did from one internal desk phone to my extension. I can't say that I exactly know what it is trying to say is wrong so I wanted to throw it out here to see if anyone had an idea.

"2025-01-06T13:41:41.316000Z":44643:sipXivr:INFO:sipxcom.wasdpa.org:Thread-165:00000000:sipxivr:"SipXivr::run Accepting call-id f3273af33247e52f214999a70ddd6713 from 11...@wasdpa.org to I...@vm.wasdpa.org"
"2025-01-06T13:41:41.316000Z":44644:sipXivr:INFO:sipxcom.wasdpa.org:Thread-165:00000000:sipxivr:"SipXivr::run Bridging the call"
"2025-01-06T13:41:41.340000Z":44645:sipXivr:INFO:sipxcom.wasdpa.org:Thread-166:00000000:sipxivr:"SipXivr::run Accepting call-id cd4f0ed6-46d6-123e-0f81-005056804f20 from 11...@wasdpa.org to I...@10.11.1.130:15060"
"2025-01-06T13:41:42.405000Z":44647:sipXivr:INFO:sipxcom.wasdpa.org:Thread-166:00000000:sipxivr:"Starting voicemail for mailbox \"1600\" action=\"deposit"
"2025-01-06T13:41:42.406000Z":44648:sipXivr:INFO:sipxcom.wasdpa.org:Thread-166:00000000:sipxivr:"Mailbox org.sipfoundry.commons.userdb.User@18a7302 Deposit Voicemail from \"Jason Cornell\" <sip:11...@wasdpa.org>"
"2025-01-06T13:41:42.406000Z":44649:sipXivr:WARNING:sipxcom.wasdpa.org:Thread-166:00000000:ResourceBundleMessageSource:"ResourceBundle [EmailFormats] not found for MessageSource: Can't find bundle for base name EmailFormats, locale en"

"2025-01-06T13:41:52.725000Z":44654:sipXivr:INFO:sipxcom.wasdpa.org:Thread-166:00000000:sipxivr:"Collect::start 1 100/0/0 mask 1234567890ABCD#*i"
"2025-01-06T13:41:52.725000Z":44655:sipXivr:INFO:sipxcom.wasdpa.org:Thread-166:00000000:sipxivr:"FSESI::invoke throw DisconnectException"
"2025-01-06T13:41:52.919000Z":44656:sipXivr:INFO:sipxcom.wasdpa.org:SocketListener0-3:00000000:sipxivr:"Mwistatus::doGet 21...@wasdpa.org"
"2025-01-06T13:41:53.725000Z":44657:sipXivr:WARNING:sipxcom.wasdpa.org:Thread-166:00000000:ResourceBundleMessageSource:"ResourceBundle [EmailFormats] not found for MessageSource: Can't find bundle for base name EmailFormats, locale en"
"2025-01-06T13:41:53.726000Z":44658:sipXivr:INFO:sipxcom.wasdpa.org:Thread-166:00000000:sipxivr:"Ending voicemail"

Thanks again!

On Mon, Jan 6, 2025 at 4:04 AM OnRelay Support <sup...@onrelay.net> wrote:

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[OnRelay Support]

You are getting an EmailFormat warning that we don't see here, and looks like that setting is found under Users - Unified Messaging. Not sure if that is the cause of your problem, but worth doublechecking that setting and / or any customization you might have done with the voice message formats at /etc/sipxpbx/sipxivr/EmailFormats.properties.

If that doesn't lead anywhere, well worth enabling debug level logging and check more details around this immediate DisconnectException, which doesn't look right either.

"2025-01-06T13:41:52.725000Z":44654:sipXivr:INFO:sipxcom.wasdpa.org:Thread-166:00000000:sipxivr:"Collect::start 1 100/0/0 mask 1234567890ABCD#*i"
"2025-01-06T13:41:52.725000Z":44655:sipXivr:INFO:sipxcom.wasdpa.org:Thread-166:00000000:sipxivr:"FSESI::invoke throw DisconnectException"

[Jason Cornell]

Good morning,

I appreciate your assistance in looking into this matter. I wanted to provide an update of what we decided on this issue.

We were on the fence about rebuilding our phone system prior to this voicemail issue due to a handful of other issues that were occuring. Due to that, we decided to move forward with the rebuild earlier this week. The rebuild was very successful and it also resulted in our voicemail services to be back in working order. Thanks again for your help!

To view this discussion visit https://groups.google.com/d/msgid/sipxcom-users/cd8c7845-b39d-4be6-861b-d6ee56333827n%40googlegroups.com.

[OnRelay Support]

Hello Jason,

Thank you for letting us know!

I am sure many here will be interested to learn how you went about rebuilding your system to recover.

Did you e.g. do a new fresh install of 24.01 update 6 and then restore from backup?

[Jason Cornell]

Oddly enough, we went the harder route and rebuilt it from scratch, no backups were restored as we couldn't be sure of any additional database corruption. Fresh install of 24.01 update 6 and copied settings from the old system while it was still live. The only thing we did import was our extensions at our buildings via CSV so that most of the settings including voicemail and user portal passwords could be auto populated based on our convention.

We manually created locations, user and phone groups, software packages for the phones, hunt groups, auto attendants, call queues, etc. We verified our dial plans and digit mappings from the old system to the new one and repopulated the nightly backup settings along with a few other system settings. We did have the auto attendant voice files backed up from the old system so we didn't have to re-record them.

We unfortunately had to touch each phone to get them provisioned correctly to the users in the new system, we had nearly every member of our department going to buildings to accomplish this. From start to finish, it was about an 8-10 hour process and we did it after our normal business hours. With this process, any saved voicemails were purged and any custom voicemail greetings had to be re-recorded by the users. In our specific situation, everyone was fine with that being the result.

To view this discussion visit https://groups.google.com/d/msgid/sipxcom-users/ba2d8506-d9ba-4f75-8d1f-eea5df6d0d85n%40googlegroups.com.

[OnRelay Support]

Wow, that's quite the ordeal, but definitely a failsafe and sound approach to get everything back in order.

If you have the option it is definitely worth considering some kind of periodic disk snapshot mechansim you can 100% restore a physical server or image from.

This always gives you the alternative to roll back to a working state if something gets really goes sideways, e.g. if you should have some major security breach or an upgrade goes awry as seems to have happened here.

Thanks for sharing!