[FIXED] Issue: Voicemail to Email - Files sometimes corrupt

[FONGO_steve]

There is a current issue being worked on where voicemail to email audio files are corrupt under the following circumstance:

• user is using ring > forward > voicemail call flow

In that situation, the voicemail attachments are incomplete audio files.

Mid-term Solution

• Use Ring > voicemail call flow

We are are working vigorously with our programming team and the software vendor to isolate what has caused this to start happening. It is still unknown based on reports if this problem is isolated or affecting everyone using this functionality.

This post will be updated as updates are available.

[brentw]

Not sure if it is related but something I noticed that started yesterday.

I am using:
"user is using ring > forward > voicemail call flow"

When someone calls the caller ID shows up properly on my FPL ATA phone, it rings 3 times, then it forwards to my rogers cell phone and it now shows as "unknown".
This just started, up until yesterday it was working normally with the original caller ID being passed to my rogers cell phone, again now it just says "unknown" on my cell.

This has happened receiving calls from both Telus cell phones and Rogers home phone lines.

(I also have the corrupt voicemail file problem, someone left me a voicemail last night, I got an email with a 1kb attachment that didn't have a message, and when I check messages using ATA phone or login to the FPL site there is no message - I have it set to email but also leave a copy)

Let me know if you would like any more details.

[william879]

It has been a while. When are we expecting a solution?

[FONGO_kris]

We are still awaiting a response from the vendor - We have escalated the issue to the higher ups, both with Freephoneline as well as the vendor. Please understand we do appreciate the fact that it has indeed been a while, as well as a major inconvenience for all of you and are working as quickly as possible to have it resolved as soon as we can. We are also implementing some major updates that will take effect over the next year to better the service for both you as our customers and us as your line of support.

[NULL]

Vendor is taking too long. Time to switch vendors :p

[william879]

Issue is taken to long to solve!!!!!!!!!!!!!!!!!!!!!!!!!

I will say NO to freephoneline.

and I believe Freephoneline should NOT promote using voice mail as an feature. opposite, you should tell the prospective people this bug is likely not to be solved.

[FONGO_steve]

Issue is taken to long to solve!!!!!!!!!!!!!!!!!!!!!!!!!

I will say NO to freephoneline.

and I believe Freephoneline should NOT promote using voice mail as an feature. opposite, you should tell the prospective people this bug is likely not to be solved.

Our voicemail works just fine
As does the email feature when not using follow-me

We are working to resolve this and are making more progress everyday, it's a collaboration of many teams (inside and outside) working on it. We would only not advertise it if it were not a feature As of right now, it's a feature, with one condition causing some bugs, and this will be fixed soon.

[NULL]

Steve, with all due respect, you are really taking long to resolve this. Issue has been escalated to the "higher ups" since March. I first posted this issue in February, its now April....

[FONGO_kris]

Hope you don't mean Steve himself ...

It is going through many channels and we understand it's an inconvenience. We are working our fastest to find a resolution, I myself in fact just supplied the vendor as well as our programming team a fresh batch of test files and ftp dumbs. So we're hoping this speeds everything up for you guys.

[axu]

I met the similar issue start from Mar 16, my cell phone is Fido, and I use mine Dopod CHT 9000 , windows Mobile 6.0 OS.
I using the call to my fpl number which will 'always forward' to my fido cell phone. before Mar 16, it's good ( from Oct 2009 ) and I put my fido sim card to my another cell phone which is Nokia 6101, ( not smart phone ) and the call display is good !

I am the VoIP guy myself, and I was tested which my Asterisk server and some E1 in China, if there are a special char or space before the phone number which send out to the mobile provider like fido, my cell phone won't display the caller ID .

eg. if the caller 416-123-5678 call my fpl number and my fpl number setting in followme is always forwarding to my fido number eg. 416-987-6543.
if fpl program send ' 416-123-5678' or '@416-123-5678' instead of '416-123-5678' my CHT 9000 win mobile 6.0 cell phone won't display the right caller ID like 416-123-5678 and the result is display the unknown number. however, if you send the ' 416-123-5678' to the non smart phone, the call display is good. as my case.

So I doubt the problem is the caller ID which send by the problem of FPL have some special char or space before the caller ID.

Hopefully can help.
Best regards,
Adam.

Hope you don't mean Steve himself ...

It is going through many channels and we understand it's an inconvenience. We are working our fastest to find a resolution, I myself in fact just supplied the vendor as well as our programming team a fresh batch of test files and ftp dumbs. So we're hoping this speeds everything up for you guys.

[FONGO_kris]

I've deleted this for you, and I will respond to your email on Monday when I have more tools at my disposal.

[Browncoat]

Still getting trashed voice to email here.

[Pirate]

There seems to be a bug... the voicemail plays fine within the login console at FPL website, but once its transferred to the recipient's corresponding email, the file cannot be played, it gives a codec error... can someone test it? It will play fine within the FPL console, but once the .au file is emailed to the recipient's email address, the file gets corrupted somehow.

[NULL]

BUMP for all thats holy!! Seriously. wtf?

[Pirate]

FYI, this issue is still not resolved.

[Browncoat]

BUMP for all thats holy!! Seriously. wtf?

Are you still getting trashed sound files Null?
Looking at them the trashed file size is only 1K,
when they should be approx 50-900K depending on what the sender had to say.

[oyeeeee]

Hi there,

I don't know if anyone else is having this issue, searched for it but couldn't find it.

I have call forwarding enabled for all my calls to my cell phone. if I don't pick up my phone, the call gets redirected to FPL voice mail, but I am not able to retrieve any of my messages and the mailbox shows as being empty. i have also enabled the copy to e-mail option for voice mail. With the forwarding enabled, although my mailbox on web portal shows as being empty, I do get a voice mail e-mail, however I am not able to play it as it is a corrupted file.

everything starts to work again as soon as I disable call forwarding.

Any help with the above would be greatly appreciated.

Thanks.

[blairfleming]

How about a stop-gap solution - send a notification email that a new voicemail was received. Not transfer the file...simply a notification to go and check voice a new message.

[uber]

How about a stop-gap solution - send a notification email that a new voicemail was received. Not transfer the file...simply a notification to go and check voice a new message.

That would be a great idea...

any idea on resolution of this issue???

Don't know what your SLA is with the "software vendor"... but in most circles this would be grounds for termination of agreement (unless the software vendor is your mate Trevor down the pub ...)

In my opinion FPL's handling of this hasn't been exemplary either....

[FONGO_kris]

Don't know what your SLA is with the "software vendor"... but in most circles this would be grounds for termination of agreement

This would mean starting over from scratch, or exporting all of our user information to another system - Which would be hard to do without effecting service.

In my opinion FPL's handling of this hasn't been exemplary either....

Unless you mean something completely different, it is now in the hands of the executives of the two companies (vendor and Freephoneline). From a support standpoint, our hands are pretty much tied until the vendor resolves the bug their experiencing. They are expected to release a new fix-only distribution early May, which will also include a server upgrade for Freephoneline.

[FONGO_kris]

It is with vigorous and joyous reprise that I announce to you all this has been RESOLVED!!!

Please test it and give me ANY issues you experience, I've tested with 2 accounts, twice here and it seems to work great!

[william879]

no. mine is not working, still same as two months ago.

[FONGO_kris]

Please post your exact setup (Hardware, followme, etc..)

I've just tried again with two numbers both "When Unavailable Followme" and "Always Followme", but of which I left the phone off-hook for about 45 seconds and both times I received voicemails in excess of 256.34kb...

[UPDATE - 9:43PM, Sat. May 8th]:

Just tested once more, this time with 3 followme numbers (Both set to always forward, and when unavail.) leaving the phone off-hook for 1:40min, outcome was the same: .au file at 470.02kb, and another at 659.70kb.

[UPDATE - 8:20AM, Mon. May 10th]:

This issue is indeed resolved when calling PSTN > FPL, though it appears there are still some errors on the tcp dumps when calling FPL > FPL. This issue will be looked into and resolved ASAP.

[mahaos]

I have the same problem here. I have notice it today 07 / 07 / 2010

Is there any solution to this problem ???

Mihai

Hi there,

I don't know if anyone else is having this issue, searched for it but couldn't find it.

I have call forwarding enabled for all my calls to my cell phone. if I don't pick up my phone, the call gets redirected to FPL voice mail, but I am not able to retrieve any of my messages and the mailbox shows as being empty. i have also enabled the copy to e-mail option for voice mail. With the forwarding enabled, although my mailbox on web portal shows as being empty, I do get a voice mail e-mail, however I am not able to play it as it is a corrupted file.

everything starts to work again as soon as I disable call forwarding.

Any help with the above would be greatly appreciated.

Thanks.