Switchvox - Why can't I receive emails from my Switchvox PBX?

Problems getting email from a Digium Cloud Server:

First, check your email Spam/Junk folder to make sure the email notification did not get sent there.

Check the Voicemail Notifications setup on the extension. Go to Setup > Manage > click on the door icon for the extension and click on Voicemail/Fax > Voicemail Options > Voicemail Notifications. If the voicemail email is correct, then try adding another email address for a different email service such as, Gmail or Yahoo, etc. and leave a test voicemail message. Is the notification received at that email address? If the email is received, the issue may be with the email account in use for the email notification. Contact your mail administrator to verify it is a valid email account and the mail server is not rejecting the emails.

For a Digium Cloud Server the correct SMTP settings are:

• Email "From" Address: voicemail@<url of cloud> (for example, voicemail@mypbx.digiumcloud.net)

• Outbound SMTP Server: leave blank

• Outbound SMTP Username: leave blank

• Outbound SMTP Password: leave blank

• Outbound SMTP Port 25

• Connection Encryption: STARTTLS

Make sure that Port 25 is not blocked on the local router; verify port 25 is not blocked by the mail host; or get the correct port number for the SMTP Port from your mail server administrator. NOTE: You must contact Technical Support to request changes to the SMTP settings.

Is the mail server using Office365? If so, the email will have to be relayed through an email account setup specifically for relay purposes (Microsoft requirement). Once you have the relay account setup, contact Technical Support to enter the SMTP settings on your cloud server (you will need to provide the email account username & password). 
You can find more information here. 

If all the settings appear correct, please contact Digium Technical Support for assistance.

Problems getting email from a Switchvox on-premise server (not a Digium Cloud Server):

First, check your Spam/Junk folder to make sure the email notification did not get sent there.
 

If the email is for a Voicemail Notification, check the extension's Mailbox to see if the voicemail message is there (assuming the extension Voicemail Notification isn't set to Delete Local Copy of the wav file when the email is sent). Go to Setup > Manage > click on the door icon for the extension and click on Voicemail/Fax > Mailbox. Is the message in the Inbox? If the voicemail messages are not showing up in the extension's mailbox, there is another issue. Is the voicemail message getting forwarded to another extension? Go to Setup > Manage > click on the door icon for the extension and then click on Voicemail/Fax > Voicemail Options > Forwarding. Is the setting Enable Voicemail Forwarding = Yes? If so, disable it and Save Forwarding Options. Leave a test voicemail message and the message should show in the Voicemail/Fax > Mailbox. A notification should be sent to the email address.

Check the Voicemail Notifications setup on the extension. Go to Setup > Manage > click on the door icon for the extension and click on Voicemail/Fax > Voicemail Options > Voicemail Notifications. If the voicemail email is correct, then try adding another email address for a different email service such as, Gmail or Yahoo, etc. and leave a test voicemail message. Is the notification received at that email address? If the email is received, the issue may be with the email account in use for the email notification. Contact your mail administrator to verify it is a valid email account and the mail server is not rejecting the emails.

Reset the SMTP Settings back to default:
Go to Tools > SMTP Settings 
Delete all values in the fields: Email "From" Address, Outbound SMTP Server, Outbound SMTP Username, and Outbound SMTP Password. Then enter the following in the Email "From" Address field: PBX@localhost.localdomain  Click on Save SMTP Settings and leave a test voicemail.

If you still do not receive a notification, try changing the Email "From" Address to a valid email address that exists on your email server. Some strict mail servers will bounce emails coming from the domain 'locahost.localdomain' which is the default hostname. You can change the address the email is sent from under Tools > SMTP Settings > Email "From" Address: enter a valid email address that exists on your email server.

Are the settings correct for your mail server, and is the Outbound SMTP Port correct? If you are not sure, contact your mail service administrator and verify the SMTP settings.

Try sending a test email to your own email address under Tools > SMTP Settings > enter a different email address (such as a Gmail or Yahoo email) and click on Run Diagnostic Tool, to see if you get an email notification at that email address. If a notification is received, contact your mail administrator to determine why emails are not being delivered.
You can also try entering a different email SMTP server and account under the Tools > SMTP fields in Switchvox, such as a Gmail account:

• Voicemail Notification Email "From" Address' : <user-name>@gmail.com 

• Outbound SMTP Server : smtp.gmail.com 

• Outbound SMTP Username : <user-name> 

• Outbound SMTP Password : <email password>

• Port: 587

• STARTTLS

Leave a test voicemail and see if an email is received on the Gmail account. If so, please contact the mail host administrator to determine the correct SMTP Settings, or to determine why the email is not being delivered.

Is the mail host running Office365? If so, please refer to these instructions:

Does the Switchvox hostname resolve to a domain name? To see the hostname, go to Server > IP Configuration > Advanced Options > Hostname. Some strict mail servers will not deliver mail if it cannot look up the server on public DNS records, and the default hostname is localhost.localdomain. You can change who the mail is sent from by going to Tools > SMTP Settings and change the Email "From" Address to any email address you wish. Check with the mail server administrator to determine if the mail server is rejecting the email.

If everything is setup correctly, you can see the log files by downloading and extracting the TSR report, go to Server > Technical Support > Download TSR. If you cannot extract the file, contact Digium Technical Support for assistance.

For both cloud servers and on-premise servers:

If you still cannot receive email notifications, then try entering the SMTP Settings for Email "From" Address, Outbound SMTP Server, Outbound SMTP Username, and Outbound SMTP Password into your email client (such as Outlook), on a workstation, and see if you can send emails using those settings. If not, there is may be problem with the SMTP information, or port. Contact your mail administrator for the settings, or verify that the port is not blocked on your firewall.

Is the problem intermittent? Check to see if the global Voicemail Settings need to be changed. Go to Tools > Voicemail > and check the Custom Voicemail Message Length setting. If it is set to 10 seconds, try setting it to a longer period, such as 30 seconds and Save Custom Voicemail Message Length. NOTE: For cloud servers, you will have to contact Technical Support to verify this setting and make any changes.

Are there call quality problems which result in missing or delayed audio? This can affect voicemail messages. You can also check the Call Logs to determine if the caller reached the voicemail on the extension. Find the call under Reporting > Call Logs and click on the notepad icon to see the details of the call route. It should show the call was sent to voicemail box. 

If you still cannot receive email notifications, please contact Digium Technical Support for assistance.