Inbound calls drop when they hit VM Pro 1

[RoosterMan12]

First, there was an issue with licensing due to the customer. We got it all resolved but we had to install a new SD card. The card had the latest R11.1 software on it which we thought was not an issue at the time. We installed the card and let the system do an upgrade from R11.0.3. They are using the Windows version of VM Pro for reasons I don't understand and will not go to Application Server. (I think it has something to do with control).

Everything was working fine but a few days after this upgrade the voicemail stopped allowing calls through. We tried several things but could not get it to work including rebuilding the call flow from the ground up. This is also when we found out there are issues R11.1 and that Avaya pulled one of the versions shortly after the upgrade.

We downgraded them back to the latest R11.0.4. and upgraded the VM Pro (Windows). to the same release. This seemed to work but now the issue is back again. This time it has been a few weeks. I know its the VM Pro as calls will go to other extensions when called via a DID. What is weird is they can call the VM Pro locally with no issues. I have tried different names, short codes and routes but nothing seems to work. I've reset the services and even rebooted the server, no change. Right now I have callers going directly to the hunt group for reception, bypassing the voicemail call flows.

They also have SIP trunks and the programming of those are not the issue as its set up the same as many other customers of ours and they work perfectly including our own system.

Any ideas would be greatly appreciated.

Thanks in advanced.

 

[dsm600rr]

Only the Linux Application Server is Supported on R11.1, should be fine on R11.0 though.

ACSS

 

[RoosterMan12]

I know that R11.1 only supports R11.1 Application Server but it worked fine for a bit so I left it.

I also forgot to mention that I formatted the SD card back to R11.0.4 and didn't do a downgrade via the upgrade client.

Update: Found that if I call the same number in rapid succession the call will get answered. Its almost like there is a channel issue when a call is from outside the building. But its hit and miss, never the same number of misses between answering. I've asked the customer to do the same from inside to see what happens. Waiting on the results

 

[RoosterMan12]

Thank you all for looking at this thread. We have resolved the issue. It turned out to be a Codec mismatch issue.

 

[critchey]

Thank you for posting resolution might help someone down the line. Have some pink.

The truth is just an excuse for lack of imagination.