Voicemail messages are not showing in 8x8 Work Softphones, callers may hear a Mailbox full message

Symptom

• Voicemail messages are not showing in 8x8 Work Softphones.
• When attempting to leave a voicemail the caller hears a message that the voicemail mailbox is full, however, when checking in 8x8 Work Softphones there are no voicemails. (this symptom only happens once the mailbox is full in the backend)

Applies To

• 8x8 Work
• Work for Desktop
• Work for Web
• Work for Mobile

Resolution

If this is happening with new voicemail messages please raise a support case with 8x8 for investigation.

Dial into the mailbox to see if it has voicemails that can be can be retrieved and deleted

1. From your own extension
   Dial 555 and enter your voicemail password.
   • From another extension in your system
     Dial 500, enter your extension number, then enter your voicemail password.
2. From the audio main menu, press 1 to Review Messages.
   • Press 1 to listen to New messages.
   • Press 2 to listen to Old messages.
   • Press 3 to listen to Group messages.
3. Either while the message is playing or right after it finishes playing, press 3 to delete that message.
4. To exit voicemail options, press 9 (or hang up).

Cause

The voicemail mailbox shown in the softphone is out of sync with the mailbox in the backend PBX.

Additional Information

Once the mailbox is empty test

1. Leaving a voicemail 
2. Check if the voicemail shows in your 8x8 Softphone
3. Delete the test voicemail
4. Dial in to your voicemail mailbox to confirm the voicemail is no longer there also