BCM 450 R6 Voicemail stopped working 2

[jlk53]

I recently upgraded a BCM450 from R1 to R6. Everything has been smooth for a month and then voicemail stopped working. I have rebooted, power-cycled, and replaced the power supply and still the same. I cannot do F985, or access it from the application. The alarms and service manager tell me it is running. Does anyone have any thoughts? Appreciated.

 

[ucxguy]

Start BCM Monitor and take a look at the Voice Ports tab. You should look at the resource limit, enabled ports and assignments to applications (voicemail, call center and IVR) - this data should provide a clue to what is going on.

 

[SupportDude]

What do you see in the set display when you press F985 and F981?
Can you log into VM via CallPilot Manager?
Can you log into VM via SBA?

-SD-

http://www.mysupportguy.net

 

[jlk53]

Resources/ Application Resources: VM and CC Min.8/Max.48

System Monitor: Voice Mail Assigned Resources=48
It lists all 48 with none active.

Under Voice CTI Ports it shows 49 with 1 in use but do not see where it is used.

I verified numbers with another BCM450 and they matched.

Thoughts?

 

[jlk53]

Support Dude:

What do you see in the set display when you press F985 and F981? Nothing, goes right back to date and time
Can you log into VM via CallPilot Manager? No
Can you log into VM via SBA? No

 

[SupportDude]

Sounds like it may be the HDD.
I have seen F981 show nothing when there were more mailboxes built than licensed.
You might want to check your keycodes and make sure you didn't have a Try n Buy that expired.

When you viewed the ports through the BCM Monitor>Voice Ports tab, did you see a DN assigned?

-SD-

http://www.mysupportguy.net

 

[ucxguy]

It appears that the Voice Mail component on your BCM450 gets stuck half way through its initialization. It gets far enough to request ports from Voice CTI, but never proceeds to the registration of features. CallPilot Manager wouldn't start until VM is up - that's why you cannot connect to it either. Without seeing VM log files, it's pretty hard to speculate why this is happening.

This is an internal error that you are unlikely to resolve on your own. I would recommend calling Avaya support people.

If you want to experiment and have access to another R6 hard drive, you could try cloning the hard drive, putting the cloned one into your BCM450 system and restoring a backup.

 

[jlk53]

Keycodes show VM licenses.
Monitor shows DNs in Voice Tab

Do you think I need to replace the HDD?

 

[SupportDude]

You could always try applying the latest patches, if you haven't already.

If you don't have access to Avaya Support, I would suggest replacing the HDD.
At a minimum you should be able to back everything up except the voicemail.
Remember to apply patches to the replacement HDD prior to your restore.
If all goes well, you should only have to hand key the voicemail.



-SD-

http://www.mysupportguy.net

 

[jlk53]

I do have access to Avaya support but you guys are much better.

I have a complete backup made 3 weeks ago so will try a new HDD. Many thanks for the quick replys.

 

[jlk53]

One final question. In the BCM450 R6 I believe that everything is on the HDD, system ID, keycodes, and customer programming. Am I right in saying this?
If so I will have to generate a migration keycode in KRS to the BCM450 R6 HDD that I have. Is this correct? Thanks

 

[ucxguy]

The system ID is read from a device on the motherboard. The keycodes are stored in flash memory on the motherboard. There should be no need for any migration keycode or anything like that.

 

[jlk53]

Many thanks

 

[jlk53]

UPDATE: I replaced the HDD today and reloaded the user configuration with the same result. Voicemail still does not work. When I try to access it thru Element Manager, I get "Internal Server Error:. Service Manager says voicemail is running. I can stop and start it with no errors.

I am not sure what to do next. Could it be the motherboard? Any suggestions appreciated.

 

[curlycord]

Looks like maybe the Base Function Tray perhaps, on the older ones the capacitors look like they want to explode.


=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[snowman50]

try to reinstall the voicemail by telephone if you can get to F982.

Feature982
Password(default)
1
reinstall
ok.

try another hard drive and check the voice mail works first.
but don't restore the voice mail back up as it may be corrupted.

patch up to the latest patch before doing any restore.

 

[jlk53]

Final Update: I discoverered that whenever I loaded the last customer backup on my lab HDD, I could not access the voicemail and I had to reimage the HDD to get VM back. Even if I loaded it without any part of Callpilot included, VM would not work. I had another customer backup that was a little older so I decided to try that and it worked. I was able to access all VM functions. I just had to do a little BCM updating and I was good to go.
There must be something in that customer configuration that is corrupt. Sure was a strange one but all is well now. Thanks everyone for all your help.