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ing_gomez_clevermx
New Contributor III

Voicemail problems NV7100

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Hello community I’ve been having problems with the voicemail.

When I try to record a message between extensions, I cannot review or listen the message, just there is no audio if I try to do so.

If the mailbox comes from a external call, the Introduction message starts playing but before it ends, the call is ended. I did a debug and I found a 480 error, as if there was no voicemail extension.

Also, when I try to record de welcome message using my softhphone, happens the same as recording messages between extensions, there is no audio.

Anny suggestions?

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ing_gomez_clevermx
New Contributor III

Re: Voicemail problems NV7100

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Well, I have no idea why, but the problem was with the upgrade of the softphones. Once we downgrade, they worked.

View solution in original post

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13 Replies
Anonymous
Not applicable

Re: Voicemail problems NV7100

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If you go to IP Phone configs, then select a phone with this problem, click Edit, and click the Phone Settings tab, is the SIP server IP address set correctly?  This can vary depending on your setup but it will typically be the private voice VLAN IP address, which should be configured with media-gateway ip primary.  You should also check your firewall configuration to make sure the subnet these phones are coming from can reach any other phone subnets as well as the voice VLAN.  If after checking that you are still having problems I would need to see your complete configuration, the output of a show sip user-registration, and the output from a debug voice verbose and debug sip stack messages while the issue is recreated. If you supply those please upload them as a .zip file to our FTP server from the instructions below:

Open Internet Explorer web browser
Type the following URL:  ftp://ftp.adtran.com
Double-click the "Incoming" folder
Drag and drop files from PC into the Internet Explorer window

If you place files on the FTP server I will need to know the exact file name(s) in order to retrieve them.

Thanks,
Matt

ing_gomez_clevermx
New Contributor III

Re: Voicemail problems NV7100

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All the phones are softhphones, no there is no information in the IP phone

Configs.

2012/9/27 matt <adtran@sgaur.hosted.jivesoftware.com>

**

ADTRAN Support Community<https://supportforums.adtran.com/index.jspa> Voicemail problems NV7100 created by

matt <https://supportforums.adtran.com/people/matt> in *NetVanta 7000

Series* - View the full discussion<https://supportforums.adtran.com/message/4899#4899>

Anonymous
Not applicable

Re: Voicemail problems NV7100

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All of the same steps should be taken to troubleshoot the softphones.  You will just need to check your softphone configuration instead looking in IP Phone Configs for the SIP server IP address the phones are registering to . 

Thanks,
Matt

ing_gomez_clevermx
New Contributor III

Re: Voicemail problems NV7100

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Tehre is a zip foldes calles voicemail with 3 files

2012/9/27 matt <adtran@sgaur.hosted.jivesoftware.com>

**

ADTRAN Support Community<https://supportforums.adtran.com/index.jspa> Voicemail problems NV7100 created by

matt <https://supportforums.adtran.com/people/matt> in *NetVanta 7000

Series* - View the full discussion<https://supportforums.adtran.com/message/4899#4899>

Anonymous
Not applicable

Re: Voicemail problems NV7100

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Thanks for supplying the files.  After reviewing your configuration I have several suggestions:

1 – Our recommendation is for the remote softphones to use VPN to connect to the unit and use a private IP in the voice VLAN configured as a loopback interface for the sip registration address.  The WAN interface would then need to reference the loopback interface for media-gateway with the media-gateway ip loopback 1 command.  Here are two relevant threads that cover these points:

by

2 – If you choose not to use a VPN from suggestion #1 above, you need to lock down the SIP ACL to only known IP addresses or hostnames.  Also, the SIP ACL should have the self keyword on the end in the Public policy-class configuration.  An example of how to restrict this ACL and apply it to the policy class can be seen on page 8 of the .

3 – If you want to have remote phones that are not behind a SIP aware firewall and not using VPN to connect back to the 7100 you can use the new remote phone feature available in R10.3.1 outlined in this guide:

Thanks,
Matt

ing_gomez_clevermx
New Contributor III

Re: Voicemail problems NV7100

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I will try the new feature.

By the way, I don't see how this affects the voicemail. More if we talk

about the case of incoming calls from "outside" numbers.

2012/9/27 matt <adtran@sgaur.hosted.jivesoftware.com>

**

ADTRAN Support Community<https://supportforums.adtran.com/index.jspa> Voicemail problems NV7100 created by

matt <https://supportforums.adtran.com/people/matt> in *NetVanta 7000

Series* - View the full discussion<https://supportforums.adtran.com/message/4918#4918>

Anonymous
Not applicable

Re: Voicemail problems NV7100

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I went ahead and flagged this post as "Assumed Answered". If any of the responses on this thread assisted you, please mark them as Correct or Helpful as the case may be with the applicable buttons. This will make them visible and help other members of the community find solutions more easily. If you still need assistance, we would be more than happy to continue working with you on this - just let us know in a reply.

Thanks,
Matt

ing_gomez_clevermx
New Contributor III

Re: Voicemail problems NV7100

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Still having problems, like random one way oudio

unified
Valued Contributor
Valued Contributor

Re: Voicemail problems NV7100

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Is the one way audio only when leaving a voicemail or all calls?

ing_gomez_clevermx
New Contributor III

Re: Voicemail problems NV7100

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Both, even when trying to record the greeting message.

unified
Valued Contributor
Valued Contributor

Re: Voicemail problems NV7100

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If this is only happening from the remote phones there is a good chance you are having a NATing issue.

Is the NV7100 connected directly to the internet using a public IP?

What kind of firewall are the remote phones behind?

ing_gomez_clevermx
New Contributor III

Re: Voicemail problems NV7100

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Well, I have no idea why, but the problem was with the upgrade of the softphones. Once we downgrade, they worked.

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Anonymous
Not applicable

Re: Voicemail problems NV7100

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Thanks for the update.  I selected your last response as the Correct Answer on this thread.  Can you reply and tell us what specific softphone you were using and which version had this issue vs did not?

Thanks,

Matt