Intermittent problem PD help

[EdStray]

I need some problem determination help. I’m having intermittent problems and the symptoms are as follows:
• Incoming callers are entering an extension and instead of going to the extension or Voice Mail (VM) they go to the system operator or they say the line goes dead.
• At times using a programmed button to access VM you get nothing or it just keeps ringing. However, you can use the key pad and dial 770 (VM) with, as it appears now, no problem.
Any help would be much appreciated,
Ed

Telephone System Configuration
Merlin Legend 6.0
1 007MLM Merlin Mail 3.0
4 408GS/LS-MLX modules
1 016 module
1 800DID module
3 digit extension numbers
23 Digital Phones installed
1 Analog Phone installed

 

[gregarican]

From what I've seen intermittent problems might be symptomatic of the need for module firmware or Merlin release upgrades. You can check Avaya's website for QPPCN's that list off specific documented issues. I know that VM handoffs have had issues with past Merlin Legend releases.

Other than that I would suggest:

1) Check the voice mailboxes and extensions that report problems for possible class of service/feature/restriction issues. If certain voice mailboxes and extensions experience more issues focus in on how they might be provisioned differently from others that seem to work more consistently.
2) Test the voice mail ports through Maintenance-->Port in WinSPM. We have an external Octel 50 voice mail system and I can test those physical lines as well as those ports they connect to in our Merlin Legend. I haven't used Merlin Mail, so I'm not sure if the lines can be tested in this manner. Follow any documentation for Merlin Mail as to port testing or resetting.
3) Check for voice mail port utilization. See if issues coincide with maxed out resources.

Hope these points help. Sorry for lack of detail, as I haven't used Merlin Mail but can say that most intermittent problems I have experienced with the Merlin Legend have been fixed by upgrading to r7.0 v14.2 and upgrading individual module firmware (for those modules that can accept firmware upgrades).

 

[EdStray]

While I'm trying to determine what the possible cause or common problem is....is there anything to be gained by turning the system off then back on. Could this possibly reset a condition that was created as a result of a power failure?
Thanks,
Ed

 

[gregarican]

If you have had a recent change in operating conditions that might coincide with your intermittant problems then it wouldn't hurt to restart the system I guess. So I take it these problems are relatively recent? If they are maybe you can pin down if they coincide with a recent change. Restarting the system doesn't take forever so it should be a big deal.

But if there haven't been any changes (that you're aware of) and if the problems have been going on awhile, then perhaps test out the ports and look to upgrade the release software and module firmware. It certainly wouldn't hurt to upgrade from Legend r6.0 to r7.0 if you're a candidate in terms of minimum system requirements. And testing out ports takes a matter of minutes.

These are all basic troubleshooting steps --- look for the most recent change, compare with other programmed members, test performance, keep revisions current.

 

[EdStray]

Thanks for the information. So far it looks like restarting the system may have fixed my problem. Only time will tell.
Thanks again,
Ed