Troubleshoot Voicemail to Email issues

Troubleshooting Voicemail to Email issues(Compliments of Kyle L Holladay, Sr, R.I.P.)

Voicemail Pro (VMP)

First let’s check the most basic of connectivity by doing a ping test.
1) From the Voicemail Pro server click on Start > Run and enter CMD or in newer versions of Windows click Start and enter CMD in the Search programs and files bar to launch a command prompt.

2) From the command prompt window type ping followed by a space and then the IP address of your email server.
I.e. ping 192.168.42.10

If this test was successful you should see something similar to the following
Pinging 192.168.42.10 with 32 bytes of data:
Reply from 192.168.42.10: bytes=32 time<1ms TTL98

Next let’s make sure we can find the Email server by name.
While we could have done this at the same time as the above ping test I find it more usefull to test each step one at a time.

Repeat the steps above to ping but this time around we are going to add a -a to our ping command to request that ping resolve the address to a hostname.
Your command will look similar to this: ping -a 192.168.42.10

If this test was successful you should see something similar to the following
Pinging EmailServerName [192.168.42.10] with 32 bytes of data:
Reply from 192.168.42.10: bytes=32 time<1ms TTL98
1.   Launch DbgView and select View>Debug Filters.

VMEM_Debug1

2.   Select the vmprov5svc and enable 9. High Trace from the drop down menu then click [X] to close the filters window.

3.   Launch Network Monitor. Ensure that the proper network connection is selected in the lower left corner and then click on New Capture in the upper left corner.

VMEM_Debug2

4.   Click on the > Start button from the menu bar.

VMEM_Debug3

5.   Enter ProtocolName == “SMTP” into the Display Filter box and click on Apply.

VMEM_Debug4

6.   Leave a test email for the user.

7.   In Network Monitor a successful VM to Email will look similar to this:

VMEM_Debug5

 

8.   In DbgView a successful VM to EMail will look like this:

VMEM_Debug6

SMTP Error Codes

Error ID Description
1 An exception has occurred.
3 The process has run out of memory.
4 An error has occurred due to a problem with the message body or attachments.
5 There was a problem initiating the conversation with the mail server. Ensure the setting of the Domain property is correct.
6 There was an error terminating the conversation with the SMTP mail server.
7 The “from” address was not formatted correctly or was rejected by the SMTP mail server. Some SMTP mail servers will only accept mail from particular addresses or domains. SMTP mail servers may also reject “from” address if the server cannot successfully do a reverse lookup on the “from” address.
8 An error was reported in response to a recipient address. The SMTP server may refuse to handle mail for unknown recipients.
9 There was an error connecting to the SMTP mail server.
10 There was an error opening a file. If you have specified file attachments, ensure that they exist and that you have access to them.
11 There was an error reading a file. If you have specified file attachments, ensure that they exist and you have access to them.
15 No mail server specified.
16 There was a problem with the connection and a socket error occurred.
17 Could not resolve host.
18 Connected but server sent back bad response.
19 Could not create thread.
20 Cancelled as a result of calling the Cancel() method.
21 The operation timed-out while the host was being resolved.
22 The operation timed-out while connecting.
24 ESMTP Authentication failed.
25 The selected ESMTP Authentication mode is not supported by the server.
26 ESMTP Authentication protocol error.
27 Socket Timeout Error.
105 Invalid license key.

 


 


 

Embedded Voicemail (EVM)

 

In that we do not have a Voicemail Pro server in this case we will have to start at the Email server.

  1. From the Email server click on Start > Run and enter CMD or in newer versions of Windows click Start and enter CMD in the Search programs and files bar to launch a command prompt.
  2. From the command prompt window type ping followed by a space and then the IP address of your IP Office. I.e. ping 192.168.42.1

If this test was successful you should see something similar to the following
Pinging 192.168.42.1 with 32 bytes of data:
Reply from 192.168.42.1: bytes=32 time<1ms TTL98
If all of the above was successful you are ready to test an actual email event. If not you’ll need to go back and review your network setup and DNS settings.

Now let’s configure Montitor (aka SysMonitor) for EVM voicemail events filtering.

  1. Launch the Monitor application.
  2. Select Filters > Trace OptionsVMEM_Debug8
  3. Select the Call tab.
  4. Click the Clear All button at the bottom and accept the pop-up notice.
  5. Enable the Email filter option.VMEM_Debug7
  6. Click OK and one agian accept the pop-up notice.

At this point, if your email server is an on-site server you can continue on to the Network Monitor section below. If this is a hosted email service we are ready to make a test call at this time.

Leave a test voicemail message and observe the output of the Monitor application. Here are two sample output results to allow you to compare your results.

Failure to send message

VMEM_Debug9

 

Successful transmission

VMEM_Debug10

 

The key here is the MsgSent event. If you get the MsgSent even you now know that the email messages are being successfully sent by the IP Office and you can move your troubleshooting efforts away from the PBX and on to your email provider/server.


Proceed to the Network Monitor section for EVM testing only if you’re email server is hosted on-site. If you have hosted email you will not be able to proceed with this step.

Download Microsoft Network Monitor 3.4

Install the NM34_xNN_setup.exe Network Monitor software.

1.   Launch Network Monitor on the Email server. Ensure that the proper network connection is selected in the lower left corner and then click on New Capture in the upper left corner.

VMEM_Debug2

2.   Click on the > Start button from the menu bar.

VMEM_Debug3

3.   Enter ProtocolName == “SMTP” into the Display Filter box and click on Apply.

4.   Leave a test email for the user.

5.   In Network Monitor a successful VM to Email will look similar to this:

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