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Voicemail for external calls

I have MyPBX u200. For internal calls, the caller gets the prompt to record voicemail and the voicemail is working great. For calls coming via the PSTN to the front desk extension, the caller does not get any prompt to record voicemail mail. But if I login to the voicemail box for the extension, I see files for the voicemail. Nothing useful is recorded. What I'm I missing?

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