I have a FreePBX 100 system in place with 76 phones currently deployed. Most are Cisco 7960 phones, flashed with SIP firmware. I also purchased Sangoma S305, 405, 500, and 705 phones for various people.
During the past week, I’ve had two problems brought to my attention, both to do with voice mail. Nobody has been able to get me details on the one, so I’m only going to focus on the one I do have information about. I’m going to provide a very brief overview of the one I do not have details about, just in case they are somehow related.
Vague problem: Calls come in and are transferred somewhere. The customer leaves a voice mail. Nobody ever gets the voice mail and nothing is done until the customer calls back mad that we didn’t return their voice mail. <------ This is literally everything I know about this currently; no DIDs, dates, times, source numbers - nothing.
Main problem: Two different people have told me that the voicemail notification light on their phone did not turn on when a message was left, but only several hours later. Coincidentally or not, both have Sangoma S405 phones. One person has no details, but has said it’s happened multiple times. The other says it’s only happened to him once in the ~6 months we’ve had this phone system and was able to give me the date, approximate times, phone number of the customer, and extension the voice mail was left on.
Using this information, I was able to find the call in both the call recordings and call detail records. The call recording has only an 11 second recording of our operator greeting the customer and our hold music, not the customer leaving the voice mail. Multiple CDR records have the speaker next to them, but when I play this on any of the CDRs, it only plays the same 11 second recording as in the call recording module. The final CDR for the call shows it going to the VoiceMail app and is 29 second long, yet if I click on the speaker icon next to the CDR, it again plays the same 11 second recording.
According to John (and the CDR), the customer left the voice mail at 12:32. However, when John left his office around 1:00, there was no indication of a message waiting on his phone. He returned to his office around 5:00 and immediately saw the MWI light on, checked the voice mail, and saw it was left much earlier. I can find no CDR of his checking his voice mail later in the day, but frankly am not all that great at searching CDRs & have no reason to doubt what he has told me.
Does anyone have any ideas of why the MWI light might be delayed like this?