Delayed Group Message Lights

[aprilflowers]

I'm completely baffled by a customer with a Legend R7 & Merlin Messaging. Everyone's voicemail works great except for 2 group voicemail boxes. Messages are being delayed as much as 2 days, but the norm seems to be about 8 hours. The customer has also reported that whenever the 3rd message is left, it seems to "push" the rest through and the message light comes on. I believe they can retrieve messages even if the light isn't on. We have checked the TTR's, the groups are linear, and rotary enabled. We also just got done reprogramming the entire system, so I wouldn't think we'd have a problem with corrupt programming. Does ANYONE have any ideas???

 

[tdaugirdas]

Are the Group Mailboxes setup as having a phone? If not, the message light at the receiver phone will not be turned on/off. I assume, as you said, that the voicemail calling group (usually 770) is setup as linear, with the rotary enabled voicemail ports as members, and that the group type is set to integrated voicemail. If you added ports to the voicemail recently, make sure they have been rotary enabled and added as members to the VM calling group. I also assume you have checked all TTRs - and that you enough of them for the voicemail ports and any single-line phones. You might want to check the processor error log for "All TTR's Unavailable" errors - meaning you ran out of needed TTR's. If all of the above is true - then do a print out and post it here for the voicemail port extention numbers - maybe we will see the problem.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TouchToneTommy]

Does the group receiver also have its own mailbox? I've found that checking your own messages clears the MW light, even if there are still messages in the group mailbox. Maybe the messages are arriving, but the light is getting turned off by checking the extension's own mailbox.

 

[aprilflowers]

Here is the extension information from the 4 voicemail ports. The voicemail extensions are 7164, 7165, 7166 & 7104, and all are exactly like the info below. Thanks in advance

Extn SS/PP Type
7104 12/ 4 T/R

CTI Link : No Alarms: ACTIVE
Pool Access :
Page Group :
Primary Coverage :
Secondary Coverage :
Coverage Group :
Group Coverers :
NS Groups :
Group Calling Member: 770
Pickup Groups :
Allowed Lists :
Disallowed Lists : 7
Restrictions : OUTWARD RESTRICTED
ESS Sup. Status : NOT ACTIVE
ESS Restrictions : ESS-2 - NO RESTRICTION
Auto Callback : OFF
Call Waiting : OFF
Abbreviated Ring : ON
Line Preference : ON
Shared SA Ring : ON
Receive Voice Calls : OFF
Coverage Inside : ON
Forwarding to :
Delay Forwarding : 0
ARS Restriction : 0
Forced Account Code : No
Microphone Disable : No
Rotary Enable : Yes
Remote Forward Allow: No
Trunk Transfer Allow: No
NS Exclusion : No
Voice Announce Pair : No
Voice/Data Pair : No
BIS/HFAI : No
Language : English
Authorization Code :
2B Data Port : No
Primary Ring Delay : 2
Secondary Ring Delay: 2
Group Cover Delay : 3
HotLine Extension : No
Networking and ISDN Display Preference: NUMBER
Service Observer:
Service Observing Group:

 

[tdaugirdas]

I go back to my original question - how are the mailboxes for the groups set up? If each group has a mailbox - corresponding to the group extention number - is that mailbox set as "having a phone"? If they are set to "does not have a phone" - the MW light will not be activated. Also for your voicemail port printout you posted - print out the rest of the information that shows what is assigned to each button for the vm port extention.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[aprilflowers]

Both groups have a mailbox which corresponds with the group extension number, and each is set to "has a phone". There were no TTR error messages in the processor error log. All of the buttons are "Blank" on each of the 4 voicemail extensions except for:
Button 1: SysAcc Ring - I
Button 2: SysAcc Ring - I
Button 3: SysAcc-00 Ring

I also passed along the info from TouchToneTommy on to the customer. This problem does seem to be happening, but my contact person isn't sure if this is the sole reason for the delayed message light. She will investigate this futher. Is there any resolution to this?

 

[tdaugirdas]

Have you checked the date and time in messaging to see if it is still in sync with the system. I believe it only gets updated once a week automatically.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[tdaugirdas]

How many total ports in the messaging module? Can you dial into the last 2 ports of the messaging module individually and have voicemail answer?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[aprilflowers]

The messaging date & time are in sync with the system. As far as the total number of ports, are you asking about the modules total port capability?

 

[TouchToneTommy]

Make the group mailboxes be phantom mailbox senders, and use an auto-attendant general mailbox as the receiver. Make the current group mailbox MW receiver the owner of the particular general mailbox. Messaging knows not to send a "turn MW off" signal until BOTH boxes are cleared, whereas group mailbox MW translations take place in the Magix itself.

 

[tdaugirdas]

I meant total licensed port - per the port license card. Just want to make sure the last two are fully functional - since it is the last port or last two licensed ports(depending on total ports) that do the message lights turning on/off and any outcalling.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[aprilflowers]

There are a total of 4 licensed ports in the messaging module. Voicemail does answer those 2 ports.

Thanks TouchToneTommy for the answer to the other problem!