Avaya Server Edition VMPRO mailbox full (it shouldn't be full) 2

[Mattatron]

Hello Everyone,

I have a customer with IPO SE 11.1.0.4, secondary server and 3 expansions. Voicemail is VMPro on the Prime server. I have gotten a few users recently who are getting the voicemail box is full recording when someone leaves a message. I logged in to vmpro client and saw 2 mailboxes in Red and when I call, I do here the mailbox full recording. The mailboxes are showing only 6MB in storage use.

I got the user to clear them out and set housekeeping to delete deleted msgs after 1 hour. Once the deleted cache is gone, the mailboxes open up. Manual clear mailbox in the vmpro client also opened the mailbox back up (obviously).

This weekend, I made a whole bunch of calls to a test extension I created and it is now full at 3MB with 36 messages ranging from 1.5-2 minutes each per message.

Avaya has spent a few hours already looking into this and don't have an answer yet and i think they may be looking in the wrong direction because they are getting me to leave test messages and collect logs timestamping when I left the test message. They did check the storage quota and it is set to 30MB.

Any ideas ?

Avaya is recommending restarting the voicemail services however this has already been done and did not resolve the issue.

Edit:
Notes:
Plenty of storage available on server (approx 800MB)
No current voicemail box is over 2MB in storage use
Avaya has confirmed all vmpro settings within the vmpro client

 

[Mattatron]

Update Post: I made another test extension and the same thing happened. 32 messages this time and 4MB of storage being used. It seems like it is capping at 60 minutes of voicemail recordings and then saying the voicemail is full.

Any ideas out there ?

 

[Perfs]

In Preferences > General in VM Pro.

You can change the Max call / VRL Record length from something greater than the default 3600. Since that seems like your capping at 60 minutes issue.

 

[sizbut]

The maximum storage per mailbox on Voicemail Pro is 60 minutes.

The recording format used to be 1MB/minute so some of the docs say 60MB when they should have said 60 minutes. Not a problem originally but then the format used was changed to 0.5MB/min so you can get the full 60 minutes in 30MB - hence the disk quota that Avaya suppport mentioned.

I haven't looked at what they've don't yet in the R11.1 FP2 release but they are using Opus format so the 60 minutes probably uses even less space.

The question is why do you want more than 60 minutes of voicemail messages. If you're using the mailbox as a long term archiving solution then there are separate products for that, where the capacity limit is set by how big a storage you're prepared to pay for.


Stuck in a never ending cycle of file copying.

 

[Mattatron]

@prefs,

From the Avaya docs (take that for what is worth) that setting is for call recording only. I did have the same idea and change that setting just to see if it was the issue anyways and it did not fix the issue.

Thanks sizbut
That was the suspicion I had with the 60min cap. Of course Avaya support did not give me any of that information over the 2 weeks so far, and when I brought up multiple times that it looks like a 60 minute cap, they claimed there is no time cap. I made another user and maxed it out at 60 minutes again to show them but they still ignored it.

And the typical avaya advice to fix the issue because they can't find the problem, update to the latest release. (And if it is a 60 min cap, the update will not fix it)

To answer your question, this is a health provider that recently had a covid outbreak in the community over a weekend and the testing call center was bombarded with phones calls on the following Monday that they could not keep up with. Because the auto attendant was in constant use, vmpro did not get any idle time to erase the deleted messages.

 

[BFG9K]

This is an ongoing sore point for us, we are constantly getting tickets asking why a mailbox isn't accepting messages, and we find that the box is always filled to capacity. I wish they would allow group mailboxes to accept more than 60 minutes of messages, because busy boxes can fill to capacity well before housekeeping clears it out.

Cheers,
BFG9K
Avaya IPO/ACCS Technician
Melbourne, Australia

 

[Mattatron]

I completely agree BFG. 60 minutes is not enough in some cases especially when voicemail is busy and users decide to save messages. The biggest change that helped was reducing the deleted message retention to 1 hour.

I sent sizbut's post to Avaya support and they said they would look into it and that was Wednesday morning last week. I assume they were on light duty Thursday.

 

[critchey]

Oops commented on the wrong post somehow.