Troubleshooting Voicemail Will Not Play Audio
Written by Marissa Orsini
Updated at April 27th, 2023
Table of Contents
Scope
The following are steps for troubleshooting a voicemail that can't be played after being received.
Intended Audience: White Label Partners & Tier 1 Technicians or higher
Requirements
- Access to Manager Portal
- Access to PBX call history
Obtain Basic Information
- Call examples for the affected voicemails (Date, Time, Numbers Involved)
- Users affected
Verify Voicemail Is Unplayable
- Log in to the Manager Portal
- Navigate to the client domain you wish to open
- Click on Users
- Locate the user with the corrupted voicemail and masquerade as them
- Listen to the corrupted voicemail to verify that it can't be played after clicking Play
Review Call Trace
- Identify in call trace where the transfer to voicemail occurred
- In the switch logic after the ACK, you'll see the agent placed the caller who was in 703, into park, and dials extension 3120's voicemail directly using feature code 7. The agent then transfers the parked caller directly to extension 3120's voicemail resulting in the voicemail being unplayable.