IP Office (newbie) Voicemail answers but silent, no message

[gMan312]

Hello all,

I am new to the Avaya IP Office world, and am looking for diagnostic advice.

We have an IP office system that was installed by an Avaya partner, and we are currently unable to get voicemail working at our remote location.

From what I've read on these forums, I believe I may have a licensing issue, but I don't even know how to check the licenses...

Last week, I was able to get voicemail working from our remote location through our corporate vpn, it seemed to work for a few hours (2 to 6), and then stopped. Right now, after four rings, the line goes silent - no message, no beep - no voicemail message can be left for the called extention. I've done some traffic monitoring on our firewalls and see the traffic increase after the fourth ring, but no voicemail.

Any troubleshooting advice will be greatly appreciated.

TIA,

Gary

 

[wontwork]

Is voicemail working at the near end?
Are you using lite or pro?

 

[gMan312]

Sorry, should've included that information...

Yes, voicemail is working at the near end, and we are using Voicemail Pro.

Thanks for the interest.

Gary

 

[JayNEC]

check to see if your license is valid, under manager/licenses

 

[sizbut]

Does it die on the central location at the same time as the remote location - that would imply an invalid licence on the central site - the VMPro will run for two hours unlicenced.

Your don't need a VM licence on the remote system, instead set the Voicemail type to Line and select the IP line routed to the central system.

If your remote system is using licences for other reasons, you need to ensure that each system is set to use the Licence Server IP address of its own separate licence key server (they can't share the same server and will, unless told otherwise, talk to the first server that responds which then locks out that server from talking to any other system until rebooted).

 

[gMan312]

Hmm, I just received a call about 15minutes ago from the central office saying that voicemail was down... I called an extention over there and got the same result as here, silence after four rings. I restarted the Voicemail Pro Service on the voicemail server, and viola, voicemail is working at both locations. Until today, there hasn't been a problem with the centeral office's voicemail.

Another piece of information that may be adding to the problem - our dedicated T1 line is not functioning properly on the data channels, I am unable to establish a link between the routers (line protocol down) so I have set the Voicemail type to PC (~possibly causing the problem?~) and am routing the traffic through our vpn (temporarily).

As far as the licenses, the license server field is populated with the server IP that contains the license key.

Thanks for the interest and suggestions, let me know if you have any other ideas, and I'll let you know in a few hours if anything changes.

 

[xlr8neo]

are you using 2003 server?

 

[gMan312]

I appreciate all the help - the voicemail server is running on Windows XP - and I just noticed that the license keys' status is currently "invalid"...

I'm presuming a reboot of the voicemail/key server, and/or the control unit at the central location will validate the keys? Since the problem is now happening at both locations, I also presume it has something to do with the fact that the control units are now communicating properly through the vpn, and now the license keys need to be re-validated?

Thanks again

 

[Morrack]

When you say you've set the voicemail type to PC, do you mean at the remote site?

Regardless of what means you are using to provide data connectivity between the sites, you MUST setup your voicemail as follows:

Main site

Licence server set to IP address of local PC with dongle
Voicemail type PC, IP address of local PC running VMPro

Remote site

Licence server set to IP address of local PC with dongle, IF you require licences for other apps (Phone manager, etc.) as you don't require a VMPro licence at the remote site.
Voicemail type MUST be set to Line, give it the line group number for the voip connection to the Main site IPO.

Trying to set both IPO's to type PC with the IP address of the VMPro will NOT work, regardless of whether you're using VPN or a point to point T1 for data connectivity. And be very sure that each system is specifically pointing to the correct licence server, which should be local to that site.

Peter

 

[gMan312]

Thank you Peter, as well as everyone, I appreciate the assistance.

We currently have the systems configured as you specify, Peter, and everything is working fine.

Our Avaya partner (installer) installed a patch for Voicemail Pro, which he says corrects the problem we were experiencing with voicemail working for only a few hours. At this point I don't know if he is correct, or if rebooting the systems validated the licenses.

- Gary

 

[IPGuru]

there was a bug in V2.1 VM pro that could cause it to chut down, but in this case you would get engaged tone not silence.

as morrac said the remote site needs to be set to VM type line & the VM line set to the Voip link.

if only the remote site was loosing VM (fail to silence) then it will have been this that was causing the problem