Avaya IP Office - Voicemail code won't save 1

[Kyle LaBarge]

We are having an issue with voicemail PIN resets. When a user's voicemail code is cleared for reset purposes, the end user is not able to update their PIN. It only temporarily works.

When logging into the Manager, you can see the voicemail code is not set, the fields are blank. If you manually enter a PIN in these fields, there are no issues.

We are running R8.1 (95)

Has anybody encountered this issue before, or have any insight where I can begin to troubleshoot this issue?

Steps to reproduce:

[ol 1]
[li]Reset a user's PIN by clearing out the voicemail code fields(or new user)[/li]
[li]Instruct user to use "#" as their password for the first time[/li]
[li]Their password "saves"[/li]
[li]The user will be able to access their VM temporarily with this PIN[/li]
[li]Login to IP Office Manager. Observe their Voicemail Code fields are blank[/li]
[ul]
[li]When a user receives a voicemail, their PIN no longer works. They are able to reset it again using the "#" key.[/li]
[/ul]
[/ol]

I appreciate any feedback!

Thanks,
Kyle

 

[pated66]

This happens to me when users don't follow the enforcement rules

Complexity: Default = On When selected, the following complexity rules are applied to new mailbox passwords: · No forward (eg. 1234) or reverse (4321) sequence of numbers. · No repeated digits (eg. 1111). · No match to the extension number.

 

[teletechman]

It sounds like someone else has manager open and keeps overriding the pin changes, had this happen years ago when I first started to install IPO. I left the manager open during an install and the users were changing their passwords I would save a change and then they would say their pin disappeared. Check if someone else has manager.
Mike

 

[IPGuru]

* to Teletechman for pointing out the simplest & most obvious cause for this issue

it is a common error for people to start looking for a complex problem when more often than not it is the most simple of things



Do things on the cheap & it will cost you dear

 

[Kyle LaBarge]

Thanks for the feedback, all. I am still experiencing this issue.

pated66 - My issue is different. When the PIN doesn't meet the complexity requirements, the phone system (phone?) won't accept the password and makes the user enter in a new PIN. This happens even in the problem scenario I am having.

teletechman - I thought something similar too at first, so I made sure I was out of the Manager app before trying to create PINs. Our company only has one Manager installation - installed on the server. Trying to open a second instance of Manager under a different profile is not allowed by the Manager. To be on the safe side, I've restarted the server and the PBX to no avail.

Does anybody know of a way to trace or capture the communication between the PBX and the Manager?

 

[joe2938]

turn of enforcement then

 

[Kyle LaBarge]

joe2938,

Can you elaborate a little? I'm not sure what you're referring to.

 

[joe2938]

there is a field for voice mail enforcement, turn that off

 

[teletechman]

look in the SSA and go to the resource tab then to the control unit audit. look to see if anyone else is making changes to the system without your knowledge.
Mike

 

[Kyle LaBarge]

I've verified that nobody else is making changes.

I just discovered that I am able to successfully set a PIN using the Visual Voice feature on the phone (at least my 9611G IP).

[ol 1]
[li]In Manager: clear the VM passcode[/li]
[li]On the physical phone: Go to "Features", "Visual Voice...", "Passcode..."[/li]
[li]Enter new PIN and hit save[/li]
[li]Open Manager and verify there are now characters in the VM passcode field[/li]
[/ol]

For sanity, I re-confirmed that changing the VM PIN through logging into the mailbox still does not work.

I suppose I at least have a work around for now, although Visual Voice isn't an option for most phones we have.

Does anybody have any further suggestions? Thanks again!

 

[joe2938]

yes upgrade to a stable 9.1 release

 

[joe2938]

you must not have read his post then

 

[Telecomboy]

Is this essential edition or voicemail pro? Is the voicemail set to IP Office Mode or Intuity Mode?

 

[Telecomboy]

The reason I ask is I recently had a client that had 4-5 users (out of 50) that could no longer log into their mailboxes. When entering their password it would just hang (silence). They had vmpro and intuity mode. I ended up having to go into the VM folder and deleting their Account, restart vmpro, and then they could access their mailbox again.