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Wanting to document an error I encountered with my BCM450 r6 that I resolved.
The problem is more or less exactly the same as was experienced by this user and reported on tek-tips in this thread.
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He just never completely confirmed what he did to fix the issue so I want to do that here.
My BCM450 has been in service for about 4 years. I used an Intel 335 120GB ssd for the drive. No RAID. Revision 6 software version with latest (2014) patches. The system lives inside a datacenter type environment with UPS, genset, and redundant HVAC. It's been pampered and runs constantly with very rare planned reboots. Maybe about 6 months ago I started to see a user or two complain about quirky voicemail issues but I mostly just ignored it. The system worked fine and I wrote the alleged problems off as user error.
A week or so ago I was given a WAV file from a user that wanted a voicemail box updated for a campaign her department was about to run. So I replaced the existing greeting with the new one, called in, heard the greeting, and told her the task was complete. She emailed back and said it sounded good but the system wouldn't let her leave a message. So I called back in and she was right.
The problem exhibited as a caller hearing the greeting and then as soon as the greeting ended there would be the usual *BEEP* and then the system voice would abruptly state: "Your message is too long" or some variant of that idea. The greeting I was given to use was about 30 seconds. (It was not "too long" by any means.) The CoS settings allowed a much longer greeting. If I hit # or * during the greeting or after the "too long" error then it would let me leave a message, but the voicemail box would otherwise give me the error under normal circumstances of trying to leave a message like a normal caller would.
I tried a couple other VM boxes for other campaigns and I noticed they had the same problem when before they didn't. Other users' boxed had no problem. If I totally deleted the greeting and didn't replace it with anything (so that the system would talk to the user as the greeting), then I could get the system to let me leave a voicemail.
I also tried:
Shorting the greeting to 10 seconds (didn't work)
Using the Alternate Greeting instead of the Primary for the WAV file (didn't work)
Deleting/Recreating box (didn't work)
Restarting system (didn't work)
Changing CoS settings (didn't work)
Uploading a different greeting entirely (didn't work)
Restoring to a 9 month old backup (didn't resolve problem)
Here is what I did to resolve:
Take full backup of system
Remove existing hard drive from BCM system
Install a fresh copy of the r6 software onto a new [Crucial M4] SSD
*NOTE: I used the six-part Acronis .TIB files (BCM450_R6_1_04_part1.tib)
Put the new Crucial M4 SSD into BCM system
Waited for system to boot (takes 2-5 minutes w/ an SSD - longer with platter drives)
Connected to 192.168.2.2 (LAN port) with Business Element Manager
Uploaded latest DU & SU patches
Rebooted
Restore full settings backup that I took prior to removing drive
Restarted
Uploaded my SSL certificate (optional)
The problem is gone, so far. Perhaps something like file system corruption on the Callpilot partition or something. Hard to say. But nothing short of what I did ever resolved the problem and allowed me to use the greeting we needed.
The other thread said Nortel recommended to NOT restore a backup of the callpilot settings but I just don't have the time to rebuild the entire callpilot by hand from scratch (inclusive of a CallCenter, VM, multiple CCRs, email forwarding, MeetMe conferencing settings, etc.) I was willing to take the risk on that. Will update if the problem returns.
The problem is more or less exactly the same as was experienced by this user and reported on tek-tips in this thread.
[ul]
[li][/li]
[/ul]
He just never completely confirmed what he did to fix the issue so I want to do that here.
My BCM450 has been in service for about 4 years. I used an Intel 335 120GB ssd for the drive. No RAID. Revision 6 software version with latest (2014) patches. The system lives inside a datacenter type environment with UPS, genset, and redundant HVAC. It's been pampered and runs constantly with very rare planned reboots. Maybe about 6 months ago I started to see a user or two complain about quirky voicemail issues but I mostly just ignored it. The system worked fine and I wrote the alleged problems off as user error.
A week or so ago I was given a WAV file from a user that wanted a voicemail box updated for a campaign her department was about to run. So I replaced the existing greeting with the new one, called in, heard the greeting, and told her the task was complete. She emailed back and said it sounded good but the system wouldn't let her leave a message. So I called back in and she was right.
The problem exhibited as a caller hearing the greeting and then as soon as the greeting ended there would be the usual *BEEP* and then the system voice would abruptly state: "Your message is too long" or some variant of that idea. The greeting I was given to use was about 30 seconds. (It was not "too long" by any means.) The CoS settings allowed a much longer greeting. If I hit # or * during the greeting or after the "too long" error then it would let me leave a message, but the voicemail box would otherwise give me the error under normal circumstances of trying to leave a message like a normal caller would.
I tried a couple other VM boxes for other campaigns and I noticed they had the same problem when before they didn't. Other users' boxed had no problem. If I totally deleted the greeting and didn't replace it with anything (so that the system would talk to the user as the greeting), then I could get the system to let me leave a voicemail.
I also tried:
Shorting the greeting to 10 seconds (didn't work)
Using the Alternate Greeting instead of the Primary for the WAV file (didn't work)
Deleting/Recreating box (didn't work)
Restarting system (didn't work)
Changing CoS settings (didn't work)
Uploading a different greeting entirely (didn't work)
Restoring to a 9 month old backup (didn't resolve problem)
Here is what I did to resolve:
Take full backup of system
Remove existing hard drive from BCM system
Install a fresh copy of the r6 software onto a new [Crucial M4] SSD
*NOTE: I used the six-part Acronis .TIB files (BCM450_R6_1_04_part1.tib)
Put the new Crucial M4 SSD into BCM system
Waited for system to boot (takes 2-5 minutes w/ an SSD - longer with platter drives)
Connected to 192.168.2.2 (LAN port) with Business Element Manager
Uploaded latest DU & SU patches
Rebooted
Restore full settings backup that I took prior to removing drive
Restarted
Uploaded my SSL certificate (optional)
The problem is gone, so far. Perhaps something like file system corruption on the Callpilot partition or something. Hard to say. But nothing short of what I did ever resolved the problem and allowed me to use the greeting we needed.
The other thread said Nortel recommended to NOT restore a backup of the callpilot settings but I just don't have the time to rebuild the entire callpilot by hand from scratch (inclusive of a CallCenter, VM, multiple CCRs, email forwarding, MeetMe conferencing settings, etc.) I was willing to take the risk on that. Will update if the problem returns.
