Callback - Embedded Voicemail

[Cabarrus]

We have one extension 1085 that gets multiple callbacks w/ blinking light through-out the day and its a callback from the voice mail system with no message left. The light then turns off after it is checked and comes back later in the day.

I am a bit lost on how to troubleshoot / fix this issue. The phone number is a DN of a phone and also a multicall button on some other phones.

thanks

 

[IrwinMFletcher]

happens to me more than I like to admit....

 

[Cabarrus]

One more question if you have a moment. I had an employee tell me a patient left a voicemail at 2:02pm , but the timestamp of the voicemail says 3:49. I am pasting the SMDR log and diag.dat . I am not sure if there is a way to troubleshoot this or tell why this happened?

smdr
10/14 14:02 00:02:44 T105 7047209363 7721316 A X999
10/14 14:02 00:02:46 T105 017 7047209363 1316 X999

diag.dat
10/14 15:49:16 INFO 4729-36 Msg V4ad5f2f0.0a2 for 1316

 

[IrwinMFletcher]

And there was nothing in the diag.dat around 2pm?

Embedded voicemail uses the same clock as the system, I take it it is correct?

 

[Cabarrus]

Since the voicemail is embedded on the 3300, i think there is only one clock.

I didnt see anything in the smdr log at 10/14 15:49:16 for 1316 .

So this is still a mystery

 

[IrwinMFletcher]

In this case, the patient left the VM at 2.:02pm, but the VM timestamp is 3:49pm, is 3:49pm when the employee first got notification of it? Or did they get the notification at some point between the two times?

If you'd like, post or attach your diag.dat file, from 1-4pm and I can take a look.

 

[Cabarrus]

3:49 is first time of notification, ill see if i can grab the file.

thanks

 

[Cabarrus]

One of our 3300's isnt setting MWI correctly and i noticed this:

11/25 12:51:57 INFO 4729-36 Msg V4b0d2864.07b for 1095
11/25 12:51:59 INFO 8483-20 mwi: vb_dial[7311095]
11/25 12:52:04 ERROR 8474-20 pc_ev_mwi:no dialtone2

Im wondering why it can't get a dialtone and set the MWI properly?

 

[IrwinMFletcher]

This would happen if there is a mismatch between the voicemail and dsp ports. Make sure that your vm ports are configured properly, looks like you'll have to reboot as well to verify.

 

[Cabarrus]

can you get a little more specific , like which forms i need to look at, and what im looking for?

thanks

 

[IrwinMFletcher]

Standard things like:
- VM Port Capacity matches platform rules.
- All ports are assigned
- All ports are in a hunt group

You could also try to dial into each voicemail port directly to make sure that they are all functional.

 

[Cabarrus]

We have one 3300 at one site with hunt group 1103 and one at another site with hunt group 1104 as voicemail hunt groups. i checked the forms and cant see anything different. I wonder if its related to ARS?

Anywhere you think i can poke around and look, maybe its trying to get dialtone from the wrong 3300.

thanks

 

[IrwinMFletcher]

No, the 'sets' are local to the controllers. It wouldn't have anything to do with ARS either as this is equivalent to a DNIC set going off-hook and not hearing dialtone.

You can try calling into each member of the local hunt group one at a time and make sure that each port is responding. If one doesn't, remove and add the port again.

If this was never working, then there may be other problems (hardware, etc), but if it was and then it stopped, your best bet is to reboot and see if it comes back. Tracing down the cause may not be worth the effort.

 

[Cabarrus]

It appeared the COS for the voicemail ports got corrupted, or atleast wasnt functioning properly. We created a new COS with the minimum options enabled per documentation and assigned it to the ports and it appears to work ok now.

thanks

 

[Cabarrus]

My boss (he is the only one that has reported this problem) gets a call from a voicemail port once every few days. I saw this on the SMDR log:

12/22 11:53 00:00:17 X999 008 7713 7721010 1010

The voicemail port that calls his 1010 extension is different each time.

I also wasnt sure what the 772 did in the string above.

We have 3300 MXeII w/ MCD 4.0 software.

thanks

 

[kwbMitel]

In the COS of the voicemail port remove the option for "Multiline Set Onhook Dialing". I think you'll find the problem goes away.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Cabarrus]

thanks for the reply, we have two switches ip trunked and the local switch was set to no, but the remote switch was set to yes and i have changed it to no.

Two questions though:

1) What does the 772 mean?

2) The description in help mentions phanton operator calls, is it possible the 1010 extension is setup as a operator somewhere in the switch, and if so, where?

thanks

 

[kwbMitel]

My suggestion was more of a global fix and not specific to your issue. The voicemail ports sometimes need to do things a softkeys without seizing dialtone. If On-Hook dialing is enabled this can lead to phantom calls. As your issue is with phantom calls turning the option off is a good start. Let us know if it helps or not.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Cabarrus]

ok thanks