Avaya Aura Messaging(AAM): When AAM user dial into voicemail access number, AAM asks to put mailbox

[landon.mclendon]

Avaya Aura Messaging(AAM): When AAM user dial into voicemail access number, AAM asks to put mailbox number instead of asking for password directly.

We have two prefixes within our system 548-XXXX and 817-XXXX. Numbers call from and prefix starting with 817 have no issues only numbers that have the 548 prefix face this issue.

 

[ZeroZeroOne]

Check the private numbering table has entries both 817 and 548. That's the most common reason one station range works correctly while another does not.

 

[landon.mclendon]

[img

https://res.cloudinary.com/engineering-com/image/upload/v1704475023/tips/Snag_5ce1aee_wpfrjx.png

Here is the private numbering table. I don't see either of the prefixes there.

 

[Sean655]

Is there anything set in the incoming trunk table for the voicemail trunk group?
Trace a call and see if the number for a good call is getting manipulated.

 

[ZeroZeroOne]

Ok, hmmm... I don't see any 7-digit defined in your private numbering, either. Perhaps you are using public numbering instead? You may have a specific entry for 817 for 7-digits on the specific trunk used for Messaging.


You can check in a couple of different places just how calls reach Messaging:
[ul]
[li]When you dial the Messaging access number, look if it uses AAR or ARS (probably AAR) In AAR, check the call-type. Is it AAR, ARS, pubu or lev0?[/li]
[li]Check the route pattern. In the lower right corner you'll see the numbering format. Is that blank or does it have an entry, such as pub-unk or lev0-pvt?[/li]
[li]Check the trunk group used for Messaging. Is the numbering format set to public or private on page 3?[/li]
[/ul]

I typically set Messaging to use Lev0-pvt and Private numbering throughout but I've seen systems where they use the public-unknown table. If you do find the entries in the public-unknown, you may want to just add similar entry for 548 to make it work now instead of trying to redo all the programming.

I hope that helps.

Edit: Sean makes a good point. I assumed the mailbox number is the same as the 7-digit extension but you may want to verify that your mailboxes and extensions match, and if they are 4- or 7-digits.

 

[landon.mclendon]

I believe i have resolved it. I entered a 5 on the private table.

Thanks for your help with this.