We had two customers experiencing the same issue – preferred edition, recording all calls, all IP phones, Xima Chronicall (on seperate server from VM Pro server). When opening voicemail pro client on the VM Pro server, the call flows would “break” and not follow the route they were supposed to and simply lead to a random mailbox. From the vast amount of troubleshooting we have done, the problem does not seem to be from the DevConnect Partner Xima (a truly admirable devconnect partner). The only way for us to remedy this issue was to power cycle the voicemail server (restarting the VM service would not fix) then call flows would go back to normal. You could temporarily fix call flows being pressing “Save & Make live” which would fix the call flows but the mailbox recording would then activate and play OVER THE CALL while the inbound and outbound parties tried to talk and replay every 30 seconds or so. The power cycle was the only permanent (until opening vm pro and breaking it again) solution. This issue would occur whether call volume was as low as 1-2 active calls or as high as 26 channels. It occurred on SIP trunks, PRI channels, and analog lines all the same - we attempted swapping a customer from one to the next in hopes of remedying the issue.
Both of these boxes were on 8.0.44 originally – upgrading them to 8.1 WAS SUCCESSFUL to solve the problem. Unfortunately this is obviously a paid upgrade that we would never expect a customer to pay for as it is an Avaya issue so we simply ate the upgrade cost (on top of a few hundred hours over on the project for troubleshooting).
Our distrib had another business partner with this same issue on an earlier 8.0 release and upgrading to 8.0.44 fixed the issue and they had never escalated the issue because the upgrade resolved the problem. How that is possible after seeing what we experienced is a little baffling but we may be loading all of our new preferred edition chassis’ with 8.0.44 then upgrading to 8.1.XX directly after to prevent the issue (no idea if the upgrading really has to do with it but it seems to be the only common link thus far). I am concerned with loading 8.1.43 directly (which we have done extensive testing with) because with how new 8.1.52 is I am a bit concerned to immediately upgrade to this release.
We have been going into sales engineering meetings where voicemail pro & heavy call recording is a need lately with a churning in our stomachs. With over 15 years of Avaya & legacy equipment it is not exactly a place we want to be right now. Any guidance on what really is causing this issue other than a problem with the platform would be greatly appreciated.
Both of these boxes were on 8.0.44 originally – upgrading them to 8.1 WAS SUCCESSFUL to solve the problem. Unfortunately this is obviously a paid upgrade that we would never expect a customer to pay for as it is an Avaya issue so we simply ate the upgrade cost (on top of a few hundred hours over on the project for troubleshooting).
Our distrib had another business partner with this same issue on an earlier 8.0 release and upgrading to 8.0.44 fixed the issue and they had never escalated the issue because the upgrade resolved the problem. How that is possible after seeing what we experienced is a little baffling but we may be loading all of our new preferred edition chassis’ with 8.0.44 then upgrading to 8.1.XX directly after to prevent the issue (no idea if the upgrading really has to do with it but it seems to be the only common link thus far). I am concerned with loading 8.1.43 directly (which we have done extensive testing with) because with how new 8.1.52 is I am a bit concerned to immediately upgrade to this release.
We have been going into sales engineering meetings where voicemail pro & heavy call recording is a need lately with a churning in our stomachs. With over 15 years of Avaya & legacy equipment it is not exactly a place we want to be right now. Any guidance on what really is causing this issue other than a problem with the platform would be greatly appreciated.
