Delayed voice mail messages on NVM 4.1.05D 1

[JS53]

Have a customer that has an intermittent problem with delayed delivery of messages to mailboxs. Some taking as long as a day or two. Checked mailboxs and they do not have a large number of current and saved messages. All mailboxs are COS #1 and all users have been clearing messages daily but the problem is still happening. Any thoughts ?

 

[curlycord]

Diagnosing Delayed Voice Messages on Voicemails on Norstar
Delayed Messages is an issue that has been reported over the years on a small number of the voicemail products
in the Norstar family. This includes StarTalk, StarTalk Mini, FlashTalk and NVM.
The vast majority of incidents have been resolved by:
- rebooting the voicemail unit
- deleting and recreating the mailbox
- deleting and recreating a new mailbox
- deleting all mailboxes and reprogramming the voicemail
If the methods above do not resolve the issue then NVM on the NAM is the only platform that presents us an
opportunity for diagnosing delayed messages. The last recourse for the other products is to replace the unit.
Condition
On the NAM it has been reported on NVM1.0 to NVM4.0. But to proceed with the diagnosis the NAM must be
at a software application level of NVM 4.004E/Access 5.01.00F or newer.
Typically, the delayed messages issue occurs on a few mailboxes (never system wide) and affects a small
percentage (1 or 2 messages per week) of the messages. Delayed messages are a problem for several months
and then it disappears. The delay time ranges from a couple of hours to several days.
Problem recognition
When an end user reports they are experiencing delayed messages, it is critical that the field technician obtain
accurate information about the scenario. This has proved to be a difficult exercise and has been the main reason
for the lack of resolution.
The information that Nortel requires is:
- the delayed message must be saved in the mailbox (if not do not proceed with the diagnosis)
- what message in their mailbox is delayed and what is its envelope information?
- what time was the message left (this requires the mailbox owner to talk to their caller)
- what time did the mailbox owner receive it and was it received with other non-delayed messages or by itself?
- what are the circumstances regarding the last time they went into their mailbox.
- did the 'message for you' indication show up on the set when they went into their mailbox and discovered the
delayed message?
- did the delayed message show up after the NAM was rebooted?
- was the message from an internal or external caller?
- is it possible that the delayed message arrived at the proper time but the 'message for you' indication did not
get presented at the set. Later, another message was received that did turn on the 'message for you' indication
and the user went into the mailbox and discovered the first

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curlycord

http://www.curlycord.com

 

[JS53]

Curlycord,

Thanks for the reply. You are right the problem is only on three mailboxs out of about fifty users. I did delete and recreate the problem mailboxs but I did not reboot the NAM. If they report that they are still having a problem that will be my next step. Thanks again.