Avaya Huntgroups and Voicemails

[AvayaTechTip]

Brand new to Avaya and only have Mitel experience. I have been forced into supporting a system that has 15 year old equipment and configurations so this is a bit overwhelming. I need help figuring out an issue with a huntgroup voicemail because it doesn't make sense to me.

Instructions that the group has is this:

Pick up phone and dial 100#
Passcode is 1234

Suddenly, they say that this is no longer working but it appears to me that it should never have worked. To me, it looks like the 100 mailbox is just a voicemail relay into the voicemail system. The huntgroup 100 is listed but it has no members. The voicemail is checked and the passcode is set to 1234 but no one can login to it.

The group said that the main number is called, it rings the 2000 ring group, if they don't pick up it goes to 3000 and that should roll to 100. For after hours, the call should automatically route to 100 to leave a voicemail. Problem is, when I call into the main number for night mode, it goes to "Welcome to Avaya IP Office, please dial extension and pound code." So how does anyone leave voicemail? When I dial 100# it asks for the passcode but it says 1234 is an invalid code. Can anyone explain to me how to huntgroups and voicemails work in Avaya? Still trying to understand how this ever worked. My guess is that the company was doing this in the past and something changed and now the new employee is just referring to old documentation.

Thank you

 

[IPGuru]

without any training n the IPO this is going to be tricky

1st take a look at short codes, how is the shourtcode 100# configured?

after that we will need to chek the call routing to & group configurations to see how NS is actualy implemented

also what firmware version is this system running?

One additional question, Have you tried the help files yet?




Do things on the cheap & it will cost you dear

 

[derfloh]

Do you have Voicemail Pro or embedded?

IP Office remote service

https://www.fwilke.com/home

Fixed price SIP trunk configuration:

https://www.fwilke.com/en/ip-office-sip-trunk-en/

CLI based cale blocking:

https://blog.fwilke.com/ip-office-block-calls-from-specific-cli/

SCN fallback over PSTN:

https://blog.fwilke.com/ip-office-scn-fallback/

 

[AvayaTechTip]

Thanks for helping.

I will be checking the system tomorrow to answer the questions. I do know that it is using Voicemail Pro.

Thanks

 

[AvayaTechTip]

So as far as I can tell, there is no short code for 100#. Whenever I dial 100 in the phone system, it goes to the voicemail system and asks for an extension and passcode.

The Incoming Call Route for the main number leads to extension 13200 with a fallback of 8908. 13200 is a hunt group with 3 members (collective call waiting), 8908 is also a hunt group with 4 different members (collective call waiting). 13200 under hunt groups has voicemail unchecked, 8908 has voicemail checked. "GeneralMB" (100) is also listed as a huntgroup with no members and voicemail on checked. When I check other controllers, I see GeneralMB setup for each building (each building has a controller)...So another building has 102, another 103, etc. Each with voicemail on. Again, when the system asks for an extension, I dial 100 and pound, it asks for voicemail code, I type in the correct one but it immediately says invalid.


Not sure if this is the firmware or not but it's Avaya IP Office Manager 9.1.8.0 build 172.

THANKS for your help!

 

[AvayaTechTip]

Below is what is taped next to the phone. Staff swears the process worked up until 2 weeks ago. Does Avaya have any kind of audit log that I can check to see if someone made changes? Either someone made changes, or staff is mistaken. Or they are covering up not completing a process due to having new management

 

[IPGuru]

How is the short cod 10 configured - just telling us there is one does not help.

once we hae this it will conform the ientity o the mailbox the customer is trying to access & again e ned to ow if this is M Pro or embedded.

M should normaly go to the mailbox of the 1st destination so they is somthing a bit unusual going on with this one.





Do things on the cheap & it will cost you dear

 

[critchey]

Um why are you using 1234 as the password when your picture of the instructions clearly says the password is 7911?

The truth is just an excuse for lack of imagination.

 

[critchey]

Also why are you picking up the phone and dialing 100# when it says hit the voicemail button?

The truth is just an excuse for lack of imagination.

 

[AvayaTechTip]

There is no short code for 10 or 100. I’m not sure what you are asking for? In the post above, I mentioned that the systems uses Voicemail Pro.

I was trying to give more steps that I tried for troubleshooting. I reset the passcode to 1234 but that didn’t help. I also tried just dialing the extension directly to bypass the picture steps, but that didn’t help. In other words, I tried multiple ways (including the picture) to try and get into voicemail box 100 but nothing is working.

Thanks for the help

 

[teletechman]

try dialing *17 then enter 100# for the mailbox number. then the password.
Mike

 

[AvayaTechTip]

Thanks, techman. I tried that, didn’t work. That’s what the steps in the picture is doing but something is out of wack. No idea what the problem is or what someone changed.

 

[teletechman]

When you press the VM button what does the phone do, does it ask for your MB#?
Mike

 

[critchey]

I mean the instructions make sense (provided the voicemail button is not set to visual voicemail). You hit the voicemail button and it asks for mailbox which would be 100#, then password 7911#. If 7911 does not work as a password for huntgroup 100, and you reset it and its still not working, its hard to tell you exactly what is going on. What version are you running(and did you do an upgrade recently)? Newer versions would not take 1234 as a password and want 6 digit voicemail codes not 4.

The truth is just an excuse for lack of imagination.

 

[Nutritional_Info]

Try making the user a member of the hunt group, but with the box unchecked so that they are not taking calls from the group.