Audix No Longer Answering (Voicemail) 1

[Typeo]

Hi All,

I recently inherited an Avaya phone system that was originally purchased in 2003. It has been gliding along smoothly up until a couple days ago when the voice mail system just stopped working. Whenever you call into your voice mail (or hit the voice mail button) it just rings and the Audix never picks up to ask for your extension / password.

Any idea what might cause this or how to fix it? I have already rebooted the voice mail system and cant see anything in the logs (I know very little about this phone system and could be looking in the wrong place).

Thanks,
Typeo

 

[smokinjoe2938]

in audix, go to voice systems/monitor, are they in service. also on pbx side look at the hunt group for audix, are the members in service, you will need to test each member, also check physical connections for the audix.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[Typeo]

Sorry,

I know very little about this system currently, but when you say go to Voice Systems / Monitor, are you talking about (starting from the main screen) Voice System Administration > System Monitor? If so all the channels show *On Hook*.

If you mean go into the Audix administration from the main menu, I do not see a systems / monitor in the options in there.

Lastly, what exactly is the PBX side?

Thanks for all your help!

 

[smokinjoe2938]

go to Audix/voice system/ go to voice channel monitor/ see if ports are in service, also if they are you will need to test all of the voicemail ports for dial tone, also status link for voicemail, if this is over your head then you will need to get an experienced tech on site to troubleshoot these issues, also are there any alarms on the pbx of audix side?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[Typeo]

I honestly am grabbing at straws here, but i took a few screen shots. If they help any in getting this sorted out, great.. If not, then I will move forward with hiring a tech to come and look at it.

[URL unfurl="true"]http://imgur.com/ZoT0dBb,SGk1FbS,5H9Tav8,JlBVueC,8sn3QLO[/url]

Image 1 - Voice System Admin selections
Image 2 - Voice Sys Admin > System Monitor
Image 3 - Audix Administration from main menu
Image 4 - Main Menu
Image 5 - Ignore..

Sorry about the flash on everything.

 

[smokinjoe2938]

system monitor is where you want to be, it will show the status of the voicemail ports, also call the analog hunt group extensions directly, after 4 rings you should hear a message

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[smokinjoe2938]

from audix main menu/ display alarms, what do you get, also on pbx side display alarms, what do you get?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[Typeo]

Image 2 shows what is on the system monitor page, however, the page up / do not seem to show anymore and all the channels I can see show as *on hook*.

On the analog hunt group, how would I get that number to call it?

On the Audix Display alarms, I am only showing alarms from 2014 and 2 show up.

Resource type on both are CGEN, acknowledge level is Min. The alarm code on the first one is 18 and 12 for the other.

I am still trying to figure out what and how to get to the PBX side, when I do I can grab that information.

Thanks!

 

[smokinjoe2938]

the link does not show the voicemail ports from my view, but sounds like you need a tech on site asap!!!!

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[kyle555]

You can try a busy/release on the PBX ports going to voicemail... I've seen that fixing up analog stuff before

 

[smokinjoe2938]

did you ever status the voicemail link?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[Typeo]

Kyle - is PBX a completely different system then the intuity audix system I have been working with?

SmokinJoe - Apologizes if you have said before, but where do I get to check the voicemail link status?

 

[smokinjoe2938]

From the pbx display communication interface processor channels this will show all links on the system, if it is link 1 do a status link 1, or busy link 1 and then release link one, also display hunt group look for the one labeled as audix, then display hunt group 99(for example) go to page 3 or 4 here are the voicemail ports, call these ports directly, do they answer?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[Typeo]

Alright, figured out what PBX is, below is showing the display communication interface, also showing the link the Audix system is..

Now, On the hunt group, I have to add some numbers to the display hunt group command, so I did display hunt group count 100, but so far I have not found one called Audix.. They are all on different tabs it seems, btu I am still looking for it.

You mention to release the voicemail link which would be link 3.. What does that do and can I link it back up after it has been released?

Thanks!

 

[Typeo]

Also, if it marked any difference the extension we call to get into our voicemail / audix is 5877 where that service port data extension is showing 6579.. Are those supposed to be the same?

 

[kyle555]

not quite. 5877 is the extension assigned to your hunt group for AUDIX, so list hunt, and see which has extn 5877. Usually 1, 10, 99 by convention.

See if you can ping from the PBX interface. You can usually craft a command to pink from 1e0717 (the CLAN) to the AUDIX. Do you know if they're directly connected, or through a switch on the LAN?

Basically, the CLAN is an ethernet card, and it communicates from the PBX (the terminal you've been running your commands in) to AUDIX to give call information. The analog ports in the hunt group are just there for speech path - all the pertinent information about calls go over IP via the CLAN. Something as stupid as mixing up the analog ports between AUDIX and the PBX can cause problems - the PBX pitches on port 1, and AUDIX was told via CLAN to expect a call on port 1 and got it on 5 instead, you would get open tree or no answer. maybe worth looking into.

 

[Typeo]

Looks like its hunt group 9. I called about 6-7 of the extensions it lists on page 3, but they all just sit there and ring.

 

[kyle555]

busy station 3101, release station 3101. If 3101 answers after, do it for the rest.
See if you can make sure that CLAN card can ping AUDIX.

After that, you're going to want to review the integration screens in AUDIX and make sure they're correlating to what's in the PBX/see if you can detect that incoming call on 3101 while its ringing and see what you can find in there.

 

[Typeo]

The Busy / Release station commands gave me a result of pass, but when calling the 3101 extension it still just rings.

On the pinging from the CLAN to Audix, is there a guide somewhere that can explain how to do that.. I have been doing some Google searches, but so far have came up empty handed.

 

[kyle555]

do ping and f5 in your PBX terminal. There is a specific syntax, that changed from time to time to tell the PBX to have a board ping a certain IP address. If you can post the "help" for "ping" from your release, I'll probably remember quick