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IP Office 500 voicemail cuts out for 8 seconds 1

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ChrisKelly304

ChrisKelly304

Programmer
Dec 7, 2010
86
US
I have an IP office 500 v2 with the latest version 6 of voicemail pro and the ip office os. When listening to the system attendant or anything involving sound on the phones or headset, the voice cuts out for 5 to 8 seconds. This did not do this on version 5 of the OS. This is a version 6 related problem everything else is the same. It is not flow control issue, I have tried 3 different pc's we have changed the ip 500 unit out twice. I saw someone else had this same issue but it didn't seem like it was resolved. We have a gigbit cat 6 lan with cisco enterprise switches. This is not a speed issue. The voicemail pro pc has no virus protection, no firewall, no screensaver, no themes no background working threads. We have gone to extreme lengths to ensure that there is no networking issues. I do not think this is a network issue only because the sound comes back after 5 to 8 seconds of waiting. This doesn't happen all the time. We even when one step further to prove it is not network related. I made sure that the only two items plugged into our network were the ip office and the voicemail pro pc. This problem still happens even if the they are the only two pieces of equipment plugged into the switch. I am at a total loss. I have tried everything I know in the networking world to fix this issue. I am hoping someone has some ideas........

Thanks in advance

Chris
 
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If I understand what your saying it is not just the Attendant that has the delay... Peoples greetings and also messages being left in vm boxes have same issue?

You say you don't think it is speed issue. Has the IPO and VM server always beedn connected to the gigabit switches?

Maybe try locking ports on switch down to 100 meg half for both IPO and VM server see if it make s a difference.. There was something about that in earlier releases..

 
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Indeed, port speed negotiations will often give broken voice and intermitant issues such as this, fixing at 100 may solve or if already fixed leaving both to auto may solve, seen similar issues with CM kit too :)

ACSS (SME)
APSS (SME)


"I'm just off to Hartlepool to buy some exploding trousers
 
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I have even gone as far as to force the network card to 100mbit half duplex. The network cards on the ipoffice have to connect at 100 base. I have to say I am amazed that this would even be an issue anywhere. In the REAL networking world, going back on network speed and half duplex would slow things down not speed them up or increase flow control. Flow copntrol are stop and start bits slowing down the data transmission would have helped 20 years ago but I think we are past that or at least we should be. The real problem is the voice stops playing but the message continues playing. I could understand like when streaming video on an internet connect it stops playing and doesn't keep on going without the video showing. These are nothing more than wav files playing over the network. Flow control should never be an issue in todays networks. I have even gone as far as putting one phone the ipoffice and the voice,ail pro pc in one switch. This problems occurs with just those devices plugged in and no internet connection. It just doesn't make logical sense. Thanks for the reply :)
 
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Is this issue purely with VM Pro related audio or also with calls? It's not port speed or the system settings if it's only VM audio, is this also with mesages that have been left or only greetings and attendant, how were these greeting/attendant .wav files created :) Try rolling VM back to the earlier release of 6 to see it that helps :)

ACSS (SME)
APSS (SME)


"I'm just off to Hartlepool to buy some exploding trousers
 
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It happens on the attendant, it happens when leaving voicemail, it happens when listening to voicemail. The sad part is it doesn't happen all the time. It keeps on acting like it is playing the message and you actually have to press 0 to get it to rewind because you miss what was supposed to be played for those 8 seconds. Our customer just think the phone system went dead. The other think I might mention is that the voicemail pro pc is windows 7. It use to work on version 5 with no problems. They even said windows 7 was not supported under 7. I had it working with no issues. The only issue I had under 5 is that the ipoffice would not connect to the voicemail pro pc easily. It took up to 15 minutes for it to actually see a connection. This things drives me crazy on a day to day basis. Thanks
 
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So The only thing that has changed is that you upgraded the system for version 5 to version 6?. Same operating system on PC and same network connections/ is that correct

 
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The wav files were created using a phone and they play 7 out of 10 calls just fine. It is the 3 phones calls that they don;t work on that will drive anyone to drink.
 
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Yes that is correct. The problem with 5 is that the VM pc will take 15 minutes to see the ipoffice. But I really don't want to go back. There are other people with this same issue that have been reported on here and I have not seen a solution yet on any of them. So I know it is just not me. The fact is that avaya needs to look into this and post some kind of resolution. :)
 
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thread940-1621803

That is another thread with the same issue. They go thru the same ideas about flow control. So should they sell a pc from 1995 with windows 95 on it so that the networks is slow enough to handle the data? I am floored by this concept. Seems to me like the rest of the world is worried about going faster not slower. :) If you can't tell just talking about it upsets me :)
 
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have you taken traces and sent them to avaya?

were the 3 different pc's all on windows 7?

the thread you linked to was a hardware issue, but you say you have swapped your unit out so i doubt thats your problem.

ACSS-SME
fo shizzle ma nizzle.
 
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I do not know what to send to avaya I am not even sure if they log the fact that the voice just dissapears for 5 to 8 seconds. That is the part I am having a tough time with. I am not sure that thread ended up being hardware. The person who started the thread never really states that replacing the unit fixed it. I guess I could have one of the components bad. I just had the main board replaces. I have some other modules that I would not think would cause this but I guess they could. The problems is it worked under version 5. I have not changed anything since then except an upgrade to version 6.
 
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All my voicemail pro pc's have been windows 7. But it did work with version 5. I just hate the thought of putting version 5 back on.
 
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The symptoms may look the same but the causes could be different. That why some of the same redundant questions.
Avaya is not going to do anything unless you have opened a ticket with them and provided them with configs and traces..

 
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Not even sure I have my version 5 license codes and I added mobile twinning under version 6 so I would have to busy it for version 5 as well.
 
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Yes I understand that but there are other people with the exact same issue as I am having. I would have thought someone beat me to the punch I have waited several months thinking someone else would have the answer by now.
 
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They did say it was hardware,

"End result replaced the Dell comp still same problem ended up replacing the Ip office no issues now"

so who do you have troubleshooting the issue? they should be taking traces and dealing with avaya for you.



ACSS-SME
fo shizzle ma nizzle.
 
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I am just the end user I don;t think avay deals direct with end users. I am not sure what trace file to send them. The last time I had someone send me logs they did not show anything abnormal.
 
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The problem is I have nobody in my area to deal with this direct with avaya. I have thought it was a hardware issue from the beginning. But it is not in warranty any longer and I would ahve to busy an entire unit to only hope that it is hardware. That is a chance I have not been willing to take :(
 
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