Avaya IP Office Voicemail Ghost users troubleshoot.

[joeloh]

Hello,

I recently installed a IPO unit for a customer and they are having some issues with voicemail.

The specific issues are as follows:

1. Users on the lower range of extensions 6301-6313 had troubles accessing their voicemail. The attendant repeats that the login password is incorrect even after hitting "#" for the first time login. I was beside them as attempted to log in and it did not work for them.I first tried changing the password on the manager under the specific users and then inputting the password I set it to once I entered voicemail again. That did not work, it still said login incorrect. I was able to get a work around by deleting the user and remaking it.

2. After solving the problem by deleting and recreating the user they are able to log into their voicemail. But yet, this spawns three very interesting anomalies.

a. After logging back into manager a ghost user exists in addition to the new user I recreated. For example, Ext6308 was having trouble so I deleted it and made a new one called Ext6308new, but after I save and enter manager again after a successful voicemail log in attempt there exists BOTH "Ext6308" and "Ext6308new". Even more strange is that "Ext6308" (the old non functional user that was deleted) is the one that the password stuck to and "Ext6308new" has no password assigned. So logically, I deleted "Ext6308new" and saved again and voicemail works.

b. A few hours after implementing the solution above and witnessing the ghost user anomalie, the user reports that when they dial their voicemail the screen shows up "incompatible" or "busy". This is truely odd. I am currently waiting to reset their phone system to see if this fixes it.

c.When I check system status under system resources, none of the VM resources are being used even though people are on voicemail. Instead it uses up VCM resources.

Any thoughts tek-tip brothers?

(note, I made the config for this install offline and imported it in.

 

[tlpeter]

It sounds like IP phones that have those extensions configured in the phone.
I think auto create extension and auto create user are still turned on.


BAZINGA!

I'm not insane, my mother had me tested!

 

[joeloh]

I forgot to include some clues and information that might be relevant to answering this question.

-The voicemail system is centralized.
-The majority of the users that have reported this issue are assigned to the IPo ports in BD2, which is a digital 8.
-When first troubleshooting the issue, users could enter their password and log in via visual voicemail, but not through the auto attendant. Example: Ext 6313 cannot log into her voicemail. When she presses "#" it does not allow her to enter a new password it just says login incorrect. I then tried assigning a password through manager under her user settings. She tried to enter that password and it failed to accept as well. HOWEVER, when that password is entered through visual VM, it accepts it. (but Visual VM is not a suitable workaround because the user is blind).

Thanks again Tek-Tip Brothers

 

[tlpeter]

So it is vmpro.
Is it in IPOffice mode of Intuity mode?
Are you sure that there are no conflicts in the dialplan?
You talk about an AA but what is configured in that AA?


BAZINGA!

I'm not insane, my mother had me tested!

 

[AACon]

can you post your configuration?

-Austin
ACE: Implement IP Office
Instructor of the stars.
Those that can't do, usually call me.

 

[joeloh]

Oops, I did not mean to say auto attendant. I meant visual voicemail. Sorry I was on the phone while I wrote the post =)

I will double check auto create user and auto create extensions are off come monday.

I can't post the cfg file, my customer and boss will kill me.

We are running IPo and VM pro intruity

We are sure there are no conflicts in the dial plan, I think it is a conflict of users. Because sometimes it creates two users after I reboot from deleting the old one and remake one (a workaround to get the customer's VM up). The issue is almost as if there are two duplicate users/extensions for some users that is impeding them from logging into their voicemail. But we have already deleted the duplicate, it still acts like there is two though.

Thanks for all the quick replies