IP 412 on R5, voicemail lights not working properly

[alexdykes]

We have 7 sites on R5.0(8) in an SCN configuration. Most sites are IP500s but we do have two IP412s left. On one of the IP412 sites, we are having a very random problem with the voicemail lamps not turning on when they should. A user will be left a voicemail and the lamp won't turn on, but then at some random part of the day the light will come illuminate. Other users do not have problems with their lamps at all and the even stranger thing is that the person who has the problem may have it one day and not the next. After consulting my local IP Office guru I made sure that the firewalls were disabled on the Windows box running VMPro, didn't help. This is our busiest and most complex site running IP Office, not sure if that has anything to do with things. Here's the set-up:

IP412 and the voicemail pro server are on their own switch, based on Altura's recommendation the switch is set so that all ports operate at 100Mbps half duplex, the only other device on this switch is the CCC server. This network is totally private, only these three devices exist on it.

Thinking it was perhaps a problem with our old VMail Pro server, we replaced the box with a brand new server (4GB RAM, quad core 3.0GHz processor, RAID 10 array, running Windows 2003 Server 32 bit)but he problem didn't go away. The voicemail server is now also running ConferenceCentre and ContactStore, however this problem was occuring before we installed those two products on the box, and we haven't actually started using the ConfecerenceCentre and we do very limited call recording.

 

[alexdykes]

I should also say that we only use digital phones at this site, all modules have the correct firmware and the system has been reset, didn't solve the issue. We have 4400, 2400 and 5400 series phones, and they all have had the issue at one moment or another.

I have removed voicemail from the user, cleaned up the folders, etc, restarted the voicemail service afterwards and that didn't help.

When the problem occurs, the System Status shows the correct number of messages in the account, but the lamp on the phone is not lit.

 

[amriddle01]

Using the following shortcode, does the light go on and off when doing it manually?

To turn ON
SC- *90*N#
Tele- N"; Msgs=1"
Line- 0
Feature- DisplayMsg

To turn OFF
SC- *91*N#
Tele- N"; Msgs=0"
Line- 0
Feature- DisplayMsg

If so, although the modules are now at the correct level where they stepped through the 3.2.999 loader? As not doing so can cause some odd issues beyond what's documented

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[alexdykes]

I have a correction to make since this just now happened with my own extension (don't you hate it when user problems become your problems?). I had a message waiting, my lamp was on when I went to go put the kettle on, but when I got back the lamp was off, I went to system status and it showed no messages for my user but when I checked the messages was there waiting.

As an aside, we do use visual voicemail on the 2400 and 5400 phones, but the problem occurs the same with the 4400 series phones.

With an edited version of those short codes, the lamp does go on and off.

As to 3.2.999, we have two DS30 V2 modules and three DS30 V1 modules on this system. The V2s were stepped thru 3.2.999 but the V1s were not since supposedly they don't have to and as I recall we got an error when we tried to use 3.2.999. I was very mindful of this after having skipped this step with an IP500 system and causing all hell to break loose... It does not matter which module the phone is on (V1 or V2) the problem happens just the same.

 

[amriddle01]

Something is happening on the server I imagine, you don't run multiple VM servers on the SCN do you? I have seen this kind of oddness when doing that

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[alexdykes]

Yep, I know it's wrong, but we are doing that. I should have figured. Oh well, looks like a problem we're going to have to live with until Avaya decides to support it.

 

[amriddle01]

I have done it many times myself without issue, Avaya also admit it works, on the site where I saw this happen I could not see any differnce/reason why it did it...but that's probably why it isn't officially supported

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[alexdykes]

I wish I could opt for centralised voicemail but our sites are connected by connections that are honestly too slow and the call volume and recording demands at each site are more than we could realistically deal with.