Avaya IP Office 8.1 - Dial an Extension and goes to my own voicemail? 3

[dmccarthy1]

Hi there,

I inherited a not so well cared for IP Office 8.1 environment. I am cleaning things up as they go, however, I have come across a bizarre one that I am struggling to resolve.

We have new users who inherited existing extensions. I reset their name for that extension and set their voicemail password accordingly so they can access voicemails. However, I have this weird issue with several extensions where if I call their extension (1234 for example) it does not go to their voicemail and instead I get my own voicemail greeting.

I have access to IP Office Manager and Voicemail Pro Client. I have compared user rights for the extensions in question, but, nothing is sticking out to me.

In short, if I dial extension 1234 I would expect to get the voicemail for extension 1234, however, I get the voicemail for myself, which is a completely different extension.

Let me know if you need more information, and thank for your time and any advice/suggestions to get this resolved.

D

 

[janni78]

VM Pro or Embedded?

Is there a forwarding on the user or just Voicemail enabled?

"Trying is the first step to failure..." - Homer

 

[dmccarthy1]

Under the 'Forwarding' tab in IP Office Manager, there is nothing, just blank fields. It has the same settings as an extension that has voicemail working properly.

 

[dmccarthy1]

Sorry, did not answer the other part.

I am using the Voicemail Pro Client (Intuity) to connect to the voicemail server, not sure if that is VM Pro or Embedded though. How would I determine that?

 

[intrigrant]

Embedded voicemail does not have client software, it is set up in Manager.
So you have VM Pro.
In the VM client go to "Default Start Points" > "Leave" and see if tere is a call flow setup

 

[dmccarthy1]

This all that is there.

 

[intrigrant]

Nothing, that is OK

use monitor and enabls Shortcodes and Voicemailevents in the Call filter and disable all the other filters as we dont need it, take a trace of a call which should go to the users mailbox but ends up in a wrong mail box.
Add the trace as a text file and so not paste the contents here, it will be unreadable.

 

[dmccarthy1]

I hope this is what you are looking for. Let me know if I did something wrong/need to do it again with changes.

Thank you for all the help.

D

 

[intrigrant]

You should have left the call events as in the picture, that would be more informative.

But according what i have seen the call goes to the right mailbox but maybe the recording of all users is the same. Some customers want that.
On the VM Pro server there is a folder named "Greetings" were you can find all the greetings of all users, to identify them easily the greetin files name equqls the users name it belongs to.
It are ordinary wav files.
Or re-record your own greeting.

 

[janni78]

User specific Leave Action?

"Trying is the first step to failure..." - Homer

 

[dmccarthy1]

Sorry about that.

Here is the log again. This time I (2438) called 2107 and same thing, it rang and then went to my voicemail greeting. I left a voicemail and it was in my mailbox.

Thank you for the help.

@Janni78 Is there somewhere in IP Office I can check for this setting?

Thank you.

D

 

[intrigrant]

This line:
1744393986mS CD: CALL: 363.251449.0 BState=Connected Cut=2 Music=0.0 Aend="Dave McCarthy(2438)" (0.0) Bend="Cynthia Canning(2107)" [VoiceMail] (21.42) CalledNum=#Cynthia Canning (Cynthia Canning) CallingNum=2438 (Dave McCarthy) Internal=1 Time=41726 AStat

It tells me you ended up in the mailbox of Cynthia Canning, so it is a problem in VM Pro.
First thing to do is restart VM Pro.
Then try again, still no good?
Then check in VM Pro client in "specific Start points" > "Cinthia Canning" > "Leave" if there is a specific call flow build which sends te call to the callers mailbox instead of the targeted mailbox.

 

[sizbut]

In the Voicemail Pro client, select "File | View as Text" and post that. It should show what custom callflows, if any, have been programmed that might be rerouting where calls end up on the voicemail server.

Stuck in a never ending cycle of file copying.

 

[IPGuru]

or simply try restarting the VM Pro server
I have seen the get confused after name changes in the past & this is often all that is needed
(certainly worth a try before getting too complicated)


Do things on the cheap & it will cost you dear

 

[dmccarthy1]

So, thank you to all that helped out. @Intrigrant and @IPGuru, you were 100% on. I just had to restart VM Pro and the issues went away. The new users did lose their greeting if they had already set it up, but, that is minor in the big picture.

Anyways, thank you again for all your help. This is all set.

D