Delayed delivery of voice mail messages

[tjpf2001]

Hi! We have a Merlin Legend 6.1 system and have been experiencing a problem lately with voice mail messages being delivered late (either that or the message waiting light doesn't light up right away). Today, for instance, a colleague told me she noticed her message light on this morning and checked her voice mail to find three messages that were left early yesterday afternoon, but never had a MW light yesterday afternoon. This has happened on multiple extensions, but usually the same scenario: messages left in early afternooon not being delivered or triggering the MW light until the next day.

Where do I begin troubleshooting this issue?
I am a complete newbie to phone systems, so please phrase your responses accordingly. Thanks!

 

[franke]

Is your Voice Mail system a Merlin Legend Mail, Merlin Messaging, Audix or something else?

franke

 

[tjpf2001]

Merlin Legend Mail

 

[samh30]

Its possible that you have bad TTR(touch tone receiver).some of the cards has TTR and if one is bad or more then when the VM try to send a message and try to use the bad TTR it will not able the deliver the message and it will keep trying thats why it delayed.If you can list all cards in the system so I can tell you how many TTR do you have and how you will test them .

Good Luck.

 

[tjpf2001]

We have the following:

(2) 408 GS/LS MLX
(2) 800 MLX
(1) 800 DID
(1) 016 w/Ring Generator
(1) 008 OPT w/Ring Generator
(1) 007 MLM

The delayed delivery problems have occurred on extensions connected to one of the 408 GS/LS MLX boards and the 016 board.

 

[samh30]

You have a total of 8 TTR .It should not make a difference which wxtension is connected to what,it should be a system wide problem.Anyway to test you do the following,From a single line phone :
-Pick up the handset when you hear Int tone dial *04,then enter the TTR number start like (01,02,03,....),then dial on the key pad from 1 to 9 then *0#,you should hear a confirmation tone if its good TTR and and error tone if its bad,you should repeat this procedure for each TTR in your case 8 times (01,.....08),you should repeat this procedure more than one time for each TTR.
I have more details information about this TTR and the test on my website(tec.Tips) if you want to take a look.

http://WWW.samhassan.com

 

[tjpf2001]

Thanks for the information. I tested all 8 TTR and get the same response on each. Rather than three beeps, I get kind of a half beep and then two "regular" beeps, so am not sure if this is a GOOD response or a BAD one...? Since I get the same on all 8, I'm assuming that is a positive response.

Suggestions on what else I can do?

 

[samh30]

If you get these three beeps its ok ,did you repeat more than one times for each TTR.It looks like all of them are ok.The other possibality it could be that you have a bad port on the VM ,If you call each port of the VM ,does the VM answer or not, or you could have a heavy traffic on the VM and not enough VM ports.

Good Luck.

 

[tjpf2001]

I tested each TTR three times to make sure.

How do I call the VM ports to test them?

I suppose traffic could be a possibility, though we actually have fewer staff now than at any point in the past two years... I've also been getting reports of dropped incoming calls, which might be traffic-related as well, huh?
Hmmm... Not sure how to track that either.

Thanks for you help!

 

[samh30]

You have to know the extensions of the VM ,if you have 2 ports or 4 ,you have to dial each one indvidually.If you can go the programming and under ext,group calling,members,and you inspect which extension is in the VM group(770 or whatever).The VM extension should when you dial it.When you said dropping calls thru the VM or just randomly or ....