VM Pro - cant hear personal greetings and main menu prompts when calling in...only silence 2

[tcolca03]

Any ideas?...

VM Pro 9.1.6
IP 500v2 9.1.6

Everything was working just fine. When I came in today, callers hear silence when the vmpro answers outside calls.

When I call main number, the system picks up but I hear silence... I cannot hear the main greeting.

When I call any DID from my cell phone, if no personal greeting has been recorded, the default greeting is played.
But if a personal greeting is recorded, the voicemail picks up but I hear silence.
It seems like none of the wav files arent being heard.


Same goes for main number menu prompts.
For test, I created a module named "MainMenu". Recorded prompt,Main.WAV, using the phone extension.

Created shortcode *93 / Voicemail Collect / "MainMenu"
when I press *93 from extension, I hear the recorded greeting.
When I call into the DID, the ICR destination is VM:MainMenu - hear silence
I changed ICR destination to *93, but same thing.

The system status shows voicemail port being used and call rings into Voicemail MainMenu, so it looks like it routes correctly.

I uninstalled VMpro and reinstalled, but no change.
I imported the EmptyDB.MDB and started over, but no change.

Any ideas on this? I'm stumped

 

[joe2938]

did you try a reboot of the server or stop and restart the service? I would also reboot the IP Office as well

 

[tcolca03]

I reboot the server. I restarted the service. but did not reboot the IP office. will try that now.

Also, just fyi...when looking at the vm pro client, on the bottom Live Data, it shows no active voicemail sessions when I call the DIDs.
But it shows a vm prt being used in status.
when I access vm internally Live Data shows 1 vm port in use

 

[tcolca03]

Reboot did not help.

What am I missing?
why would vmail be heard internally, but not on external calls?

FYI, these are SIP trunks.

URI for Voicemail modules is inbound group 30 / * * * None / authentication
URI for normal inbound is group 20 / internal data x 3 None / authentication

ICR for voicemail is group 30
ICR for calls directly to extensions is group 20.

All inbound calls are fine.

 

[joe2938]

I would still reboot the IP Office

 

[tcolca03]

Thank Joe, I did. But it didn't help.
Not sure what it could be.

 

[WIHawk76]

Have you tried erasing security settings? Does VM Pro show your system name when you are logged in? With no calls inbound does system status show ports are open or in use? Licenses are valid? if you dial *17 are you able to hear the prompts?

 

[tcolca03]

Hi WIHawk76, thanks so much for the response!

erasing security settings? no, how would i do this?
yes it does show system name
yes system status shows ports are in use. they are open and available
licenses are valid. I double checked that one
yes *17 does allow prompts to be heard...I can hear the wav file with a shortcode if pressed from extension. but if I set same shortcode as teh destination on ICR, i get silence when it answers. System status shows it is "GreetingNAME" Voiicemail.

I'm interested in the security settings because it does seem likely that it would be related to security.

 

[intrigrant]

Security settings is for programming access, clearly nothing to do with this problem.
To test, connect the default "Leave action" to the "MainMenu" module using a GoTo action and test if you get the right prompt with a external call.
If so then you incoming call programming is wrong.
Use Monitor to observe were the call is send to.

 

[tcolca03]

I did as you stated (start point leave, go to, Main number) and get the same result.
Voicemail answers but I get silence.

monitor on next reply

 

[tcolca03]

16:27:02 103963692mS CMCallEvt: CREATE CALL:16 (f19533f8)
16:27:02 103963692mS CMCallEvt: 0000000000000000 0.1116.0 -1 BaseEP: NEW CMEndpoint f1943440 TOTAL NOW=4 CALL_LIST=1
16:27:02 103963694mS CMLineRx: v=0
CMSetup
Line: type=SIPLine 17 Call: lid=17 id=1115 in=1
Called[02818161026] Type=Default (100) Reason=CMDRdirect SndComp Calling[00523123027164@fl.gg] Type=International Plan=Unknown
BC: CMTC=Speech CMTM=Circuit CMTR=64 CMST=Default CMU1=ULaw
IE CMIEFastStartInfoData (6) 2 item(s)
IE CMIERespondingPartyNumber (230)(P:100 S:100 T:1 N:0 R:4) number=00523123027164@fl.gg
IE CMIEDeviceDetail (231) 0a010a830000045b LOCALE=enu HW=15 VER=9 class=CMDeviceSIPTrunk type=0 number=17 channel=2 features=0x0 rx_gain=32 tx_gain=32 ep_callid=1115 ipaddr=10.1.10.131 apps=0 loc=999 em_loc=999 features2=0x0 is_spcall=1
16:27:02 103963694mS CD: CALL: 17.1115.1 BState=Idle Cut=1 Music=0.0 Aend="Line 17" (0.0) Bend="" [] (0.0) CalledNum=12818161026 () CallingNum=00523123027164@fl.gg () Internal=0 Time=2 AState=Idle
16:27:02 103963694mS CMCallEvt: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: StateChange: END=A CMCSIdle->CMCSDialInitiated
16:27:02 103963695mS CMTARGET: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: LOOKUP CALL ROUTE: GID=30 type=100 called_party=02818161026 sub= calling=00523123027164@fl.gg calling_sub= dir=in complete=1 ses=0
16:27:02 103963695mS CMTARGET: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: SET BESTMATCH: length 11 vs -1 match=+12818161026 dest=VM:MainNumber
16:27:02 103963695mS CMCallEvt: Priority hike: call 16 priority 0->1
16:27:02 103963695mS CMTARGET: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: LOOKUP ICR: DDI=12818161026 CGPN=00523123027164@fl.gg (Destination VM:MainNumber ) => CDPN=VM:MainNumber
16:27:02 103963695mS CMTARGET: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: ADD TARGET (N): number=VM:MainNumber type=100 depth=1 nobar=1 setorig=1 ses=0
16:27:02 103963695mS CMTARGET: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: ADD VM TARGET
16:27:02 103963696mS CMTARGET: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: MakeVoicemailTarget pbx=<null> local=1 type=1
16:27:02 103963696mS CMMap: a=0.17 b=0.0 Mapper::AllocateCodec allocated CMRTVocoder(f568e678) resource busy 2, total 32
16:27:02 103963696mS CMCallEvt: 0000000000000000 0.1117.0 -1 BaseEP: NEW CMEndpoint f19505f0 TOTAL NOW=5 CALL_LIST=2
16:27:02 103963697mS CMTARGET: 0a010a830000045d 0.1117.0 16 RAS.0: ADD PRIMARY
16:27:02 103963697mS CMTARGET: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: ADD VM TARGET: SUCCEEDED
16:27:02 103963697mS CMTARGET: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: INITIAL TARGETING SUCCEEDED
16:27:02 103963697mS CMTARGET: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: GetNoAnswerTimer:15
16:27:02 103963697mS CMCallEvt: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: StateChange: END=A CMCSDialInitiated->CMCSDialled
16:27:02 103963698mS CMLineTx: v=0
CMProceeding
Line: type=SIPLine 17 Call: lid=17 id=1115 in=1
16:27:02 103963699mS CMCallEvt: 0000000000000000 0.1116.0 16 TargetingEP: StateChange: END=B CMCSIdle->CMCSOffering
16:27:02 103963699mS CMCallEvt: 0a010a830000045d 0.1117.0 16 RAS.0: StateChange: END=T CMCSIdle->CMCSOffering
16:27:02 103963699mS CMExtnEvt: RAS: CMExtnHandler::SetCurrent( id: 0->1117 )
16:27:02 103963700mS CMExtnTx: v=RAS, p1=0
CMSetup
Line: type=RAS 1 Call: lid=0 id=1013 in=0
Called[MainNumber] Type=Voicemail (102) Reason=CMDRX_Attendant SndComp Calling[00523123027164@fl.gg] Type=International Plan=Unknown
BC: CMTC=Speech CMTM=Circuit CMTR=64 CMST=Default CMU1=ULaw
BChan: slot=21 chan=43
IE CMIERespondingPartyNumber (230)(P:100 S:100 T:1 N:0 R:4) number=00523123027164@fl.gg
IE CMIEDeviceDetail (231) 0a010a830000045b LOCALE=enu HW=15 VER=9 class=CMDeviceSIPTrunk type=0 number=17 channel=2 features=0x20 rx_gain=32 tx_gain=32 ep_callid=1115 ipaddr=10.1.10.131 apps=0 loc=999 em_loc=999 features2=0x0 is_spcall=1
IE CMIEIcrPriorityDetail (239) Priority = 1
IE CMIEDIDNumber (245)(P:100 S:100 T:100 N:100 R:4) number=12818161026
IE CMIEMohSourceId (247) MOH Source = 1
Display [00523123027164>MainNumber]
Timed: 10/09/17 16:27
Locale: enu
16:27:02 103963700mS CMMap: a=21.43 b=1.65534 T
16:27:02 103963701mS CMExtnRx: v=RAS, p1=0
CMConnect
Line: type=NoLine 0 Call: lid=0 id=-1 in=0
IE CMIERespondingPartyName (228)(Type=CMNameDefault) name=MainNumber
IE CMIERespondingPartyNumber (230)(P:100 S:100 T:102 N:100 R:4) number=MainNumber
IE CMIEDeviceDetail (231) 0a010a830000045d LOCALE=enu HW=15 VER=9 class=CMDeviceVoicemail type=0 number=0 channel=43 features=0x0 rx_gain=32 tx_gain=32 ep_callid=1117 ipaddr=10.1.10.131 apps=0 loc=0 em_loc=0 features2=0x0 is_spcall=0
16:27:02 103963701mS CMCallEvt: 0a010a830000045d 0.1117.0 16 RAS.0: StateChange: END=T CMCSOffering->CMCSConnReq
16:27:02 103963702mS CMCallEvt: 0000000000000000 0.1116.0 16 TargetingEP: RequestEnd 0a010a830000045d 0.1117.0 16 RAS.0
16:27:02 103963702mS CMTARGET: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: CancelTimer CMTCNoAnswerTimeout
16:27:02 103963702mS CMExtnEvt: v=1013 State, new=Connected old=Idle,0,0,RAS
16:27:02 103963703mS CMCallEvt: 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint: StateChange: END=A CMCSDialled->CMCSOGConnReq
16:27:02 103963704mS CMMap: IP::SetCodec pcp[104]b0r0 0 -> f568e678
16:27:02 103963706mS CMLineTx: v=0
CMConnect
Line: type=SIPLine 17 Call: lid=17 id=1115 in=1
BChan: slot=21 chan=43
IE CMIESupplementaryService (3)
Network Facility Extension
sourceEntity: 0
destinationEntity: 0
Interpretation APDU
discardAnyUnrecognisedInvokePdu
ConnectedName.Invoke.CodePageISO8859-1
invokeId 14641
user 'MainNumber' presentation Allowed
IE CMIEFastStartInfoData (6) 2 item(s)
IE CMIERespondingPartyName (228)(Type=CMNameDefault) name=MainNumber
IE CMIERespondingPartyNumber (230)(P:100 S:100 T:102 N:100 R:4) number=MainNumber
IE CMIEDeviceDetail (231) 0a010a830000045d LOCALE=enu HW=15 VER=9 class=CMDeviceVoicemail type=0 number=0 channel=43 features=0x0 rx_gain=32 tx_gain=32 ep_callid=1117 ipaddr=10.1.10.131 apps=0 loc=0 em_loc=0 features2=0x0 is_spcall=0
IE CMIESecurityData (253) 2 item(s)
CMSecurityElement RX_ONLY {
CMSRTPCryptoCapability none
Codecs list (size 3)
}
CMSecurityElement TX_ONLY {
CMSRTPCryptoCapability none
Codecs list (size 3)
}
16:27:02 103963706mS Stun: EPNatMediaHelper f194ec9c for 0a010a830000045b 17.1115.1 16 SIPTrunk Endpoint created
16:27:02 103963706mS Stun: Creating STUNClient to resolve binding for 10.1.10.131:46752, server FQDN [151.80.125.93]:3478
16:27:02 103963706mS Stun: Creating STUNUdpClient (this=0xf1973f1c) local port:46752
16:27:02 103963706mS Stun: Creating STUNClient to resolve binding for 10.1.10.131:46753, server FQDN [151.80.125.93]:3478
16:27:02 103963706mS Stun: Creating STUNUdpClient (this=0xf197c64c) local port:46753
16:27:02 103963708mS CMCallEvt: 0000000000000000 0.1116.0 -1 TargetingEP: StateChange: END=X CMCSOffering->CMCSDelete
16:27:02 103963708mS CMCallEvt: 0000000000000000 0.1116.0 -1 BaseEP: DELETE CMEndpoint f1943440 TOTAL NOW=4 CALL_LIST=2
16:27:02 103963709mS H323Evt: SESS 10 SetOperational local 10.1.10.131:0 remote 0.0.0.0:0 to 0
16:27:02 103963710mS H323Evt: SESS 10 Configure: G729A8K packet size 20
16:27:02 103963710mS H323Evt: SESS 10 SetRemUDP 0 -> 56516, remote IP 0.0.0.0 -> 74.120.93.199
16:27:02 103963710mS H323Evt: SESS 10 SetRfc2833: (1) rx payload 101 tx payload 101
16:27:02 103963710mS CMMap: PCG::MapBChan pcp[104]b0r1 cp_b 0 other_cp_b 0 type CGTypeSimple
16:27:02 103963710mS CMMap: PCGS CPReserveCodec for the other end (pcp[104]b0r1) true
16:27:02 103963710mS CMMap: PCG::MapBChan pcp[46]b1r0 cp_b f5683718 other_cp_b f568e4e0 type CGTypeSimple
16:27:02 103963710mS CMMap: a=0.17 b=21.43 M12
16:27:02 103963711mS CMMap: PlatformConnectionAudioSAP::Bind pcp[104]b0r1 to 0.17
16:27:02 103963711mS CMMap: PlatformConnectionAudioSAP::ConnectVoice (connect) pcp[104]b0r1 echo_cancellation set to 0
16:27:02 103963711mS CMMap: PlatformConnectionAudioSAP::ConnectVoice pcp[104]b0r1 Configure 0.17
16:27:02 103963711mS CMMap: PlatformConnectionAudioSAP::ConnectVoice rtpRelay Open got rtpRelay ID: 2
16:27:02 103963711mS CMMap: PlatformConnectionAudioSAP::ConnectVoice rtpRelay Configure success
16:27:02 103963711mS CMMap: PlatformConnectionAudioSAP::ConnectVoice local IP addr 10.1.10.131:46752, Remote IP addr 74.120.93.199:56516
16:27:02 103963711mS CMMap: PlatformConnectionAudioSAP::ConnectVoice DSP IP addr 1.1.1.4:32768, telogyHost IP addr 1.1.1.1:42
16:27:02 103963711mS CMMap: PlatformConnectionAudioSAP::ConnectVoice rtpRelay Start success
16:27:02 103963711mS CMMap: PlatformConnectionAudioSAP::ConnectVoice pcp[104]b0r1 ConnectIndication 0.17
16:27:02 103963712mS H323Evt: SESS 10 SetOperational local 10.1.10.131:46752 remote 74.120.93.199:56516 to 1
16:27:02 103963712mS Stun: StunClient: ResolveIPAndPort 10.1.10.131:46752
16:27:02 103963712mS Stun: STUNUdpClient TX: (this=0xf1973f1c) [10.1.10.131:46752]=>[151.80.125.93:3478] ToS:120
16:27:02 103963713mS Stun: StunClient: ResolveIPAndPort 10.1.10.131:46753
16:27:02 103963713mS Stun: STUNUdpClient TX: (this=0xf197c64c) [10.1.10.131:46753]=>[151.80.125.93:3478] ToS:120
16:27:02 103963714mS CD: CALL: 17.1115.1 BState=Connected Cut=3 Music=0.0 Aend="Line 17" (0.0) Bend="MainNumber(MainNumber)" [VoiceMail] (21.43) CalledNum=MainNumber () CallingNum=00523123027164@fl.gg () Internal=0 Time=22 AState=Connected
16:27:02 103963848mS Stun: STUNUdpClient RX: (this=0xf1973f1c) [151.80.125.93:3478]=>[10.1.10.131:46752] ToS:184
16:27:02 103963848mS Stun: Response To Enquiry is: 73.32.41.121:46752
16:27:02 103963853mS Stun: STUNUdpClient RX: (this=0xf197c64c) [151.80.125.93:3478]=>[10.1.10.131:46753] ToS:0
16:27:02 103963853mS Stun: Response To Enquiry is: 73.32.41.121:46753
16:27:02 103963856mS SIP Tx: UDP 10.1.10.131:5060 -> 216.115.69.144:5060

 

[tcolca03]

This was previously 9.1.6. I upgraded just to 9.1.7 to see if I got anything different. but nothing.

 

[janni78]

Does System Status under Voicemail say "Voicemail Type: Voicemail Pro" ?

"Trying is the first step to failure..." - Homer

 

[intrigrant]

The problem is the audio path from SIP to VM Pro does not open (no RTP Traffic)

You'd better upgraded to 9.1.11 instead of 9.1.7

 

[janni78]

He's saying that default greetings are being played but not Modules or Personal Greetings, would indicate that the system is using Embedded or is unlicensed.

When I call any DID from my cell phone, if no personal greeting has been recorded, the default greeting is played.
But if a personal greeting is recorded, the voicemail picks up but I hear silence.

"Trying is the first step to failure..." - Homer

 

[tcolca03]

voicemail type type: voicemail pro
I'll try the upgrade.

 

[intrigrant]

I missed the tiny part about the default greeting, my error.
Check in the "Greetings" folder if the recorded greetings are actually saved and check the access rights on the files if there are any.

 

[Caps007]

Press F9 and ensure the voicemail password is correct

 

[intrigrant]

I hate to say it but a wrong voicemail password blocks the VM Pro to work at all, it has NOTHING to do with partial working prompts.

 

[janni78]

Do a VMPro Verbose trace and see why it isn't playing the prompts.

"Trying is the first step to failure..." - Homer