IP Office 500v2/Windows VMPro - Dead Air on Voicemail Boxes and Modules

[zfoustodc]

We have an absolutely perplexing issue. Starting about two weeks ago - none of our Voicemail modules or mailboxes will pickup from external calls. You can see the calls connecting to the VM box through System Status, but the caller only hears dead air. Oddly enough, if I put a deskphone on DND, the voicemail box picks up and plays as expected.

We're running IP Office 10.1.8 on a 500v2 box. Our VMPro version is 10.1.8 running on a brand new Server 2019 virtual machine (I rebuilt it as a part of troubleshooting).

We've exhausted a case with our service provider, and they're as baffled as we are. As I said, I rebuilt the VMPro server and I opened all of the firewall ports, per Avaya. I also formatted the System SD card and reloaded it with fresh 10.1.8 instance. Heck, we even reset all of the IP Office security settings.

Any help is appreciated.

 

[snowman50]

Check your default leave message module

You might have activated it and no message playing.

If you wait can you still leave a voicemail message.


You said when you activate DND the voicemail works.
So when you look at System Status what happens .

 

[NYSTECH]

Sounds like a vm password issue.

Go into Manager and reset the vm password under security settings
The go into the VM pro client and put same password in there. You may need to restart the VM server are changing the password.

 

[snowman50]

If it’s a password issue SSA will show it in alarms

Have you checked that

 

[NYSTECH]

It doesn't always show the alarm in SSA

 

[zfoustodc]

There is a warning under Voicemail Pro client: Administration | General | Voicemail Password, "The current Voicemail password is default and needs to be changed"

I went into Security Settings under Manager, but I didn't see a Voicemail account. I don't have to use a password to log into VM Pro on the Windows Server because it is local.

As for DND: The call follows the same path as any normal call. It comes in over the SIP Trunk, Rings on my DID as RTP traffic, then moves to my Mailbox as VCM traffic. The only difference is that it happens much quicker (obviously), and I can actually hear the Avaya attendant and my name recording (plus leave a voicemail). It's dead air if DND is off (for all extensions).

 

[snowman50]

NYSTEC you are right about the password not always showing in SSA.
I forgot about that.

So internal call ringing the user does it reach the users mailbox normally ok.

Did you check the vm pro leave message default setting.

The reason I am asking is some how I loaded a module which changed that and couldn’t understand why all off a sudden the mailboxes stopped working.

The module I loaded changed the default leave message with a broken link.

 

[zfoustodc]

Yes, internal call ringing works. The issue is only there when you dial in from an outside line.

I see "Leave Default Module" in VMPro, but it doesn't look like there's anything configured. I included a picture in case that helps.

 

[Westi]

SIP trunk?

Joe
FHandw, ACSS (SME)

Remembering intrigrant 2019

 

[zfoustodc]

Yes, it's a SIP trunk.

 

[Westi]

VoIP tab
re-invite support and uncheck direct media

SIP advanced
enable early media

Hopefully that doesn't cause more issues to the trunk so make sure you test the calls after the adjustments




Joe
FHandw, ACSS (SME)

Remembering intrigrant 2019

 

[zfoustodc]

All settings are set as you asked, still dead air when calling from an outside line. Unless of course I call my personal extension (which is on DND), and it works perfectly.

 

[TouchToneTommy]

Is the provider Windstream? Has 2 sites this week with similar issues

 

[zfoustodc]

Actually, yes. And it happened at the time of them "making a change". They've since thrown up their arms and said "it's not our issue".

We originally lost all outside calling ability, but did regain some functionality after making a change to the IP route in our IP office. Here was their original response:

The issues have been due to the customers LAN routing. The Perimeta SBC sends SIP and RTP from 2 different IPs. Some customers were only routing the single host IP they used to see from the ACME (example 10.250.0.5) instead of the entire subnet (10.250.0.0/27, 255.255.255.224 mask

 

[TouchToneTommy]

Yeah, if an incoming call targeted a VM module by VM:module in the ICR or a shout code that was Voicemail Collect to the module, there was one way audio. If an incoming call rang an extension and covered to voicemail, it worked fine. Had to send incoming calls to a phantom extension with voicemail coverage and add a leave action for the phantom to the VM module to get it to work with 2-way audio.

Related to Windstream replacing one of their servers, both customers were magically healed.

 

[zfoustodc]

Thanks for the info Tommy. I understand the workaround, but you're saying they never found a true fix? It just randomly started working again?

 

[twitchy087]

Hello,

Did anyone ever get a clear resolution from Windstream on this? I've got a customer thats been fighting this for at least a couple of months now. Voicemail works internally but not externally. Windstream (of course) indicates it is not their end but Ive no reason to believe that the issue is anything but them.

Does anyone have anything clear cut that I can offer them to help them fix their stuff?

Thank you

 

[teletechman]

I had this also and all they would say was it was a routing issue that they cleared up.
Mike

 

[sizbut]

VCM resources?

Stuck in a never ending cycle of file copying.

 

[twitchy087]

Definitely not VCM. Everything works except for voicemail streams through the Windstream SIP. It works internally just fine, as does any other external call. Its only auto attendants, mailboxes and such without audio and only through the SIP trunk.