IPO 9.0 - VoiceMail Pro - Dial by name uneven results

[homerggg]

Setup

IPO Server Edition 9.0.500 (two active servers in different cities).

Problem

Let's look at two users (on the same server), say :
1. Name=Smith J, Fullname=John Smith
2. Name=Smith M, Fullname=Michael Smith

We have a simple VMPro call flow, with a dial-by-name action set to order users by their last name.

When I try that call flow, if I enter "SMIT#" (7648#) the results are "For *John Smith* press 1.". That's it. No Michael Smith.
When I try that call flow, if I enter "MICH#" (6424#) the results are "For *Michael Smith* press 1.". That's it. No John Smith.

How can that be ? How can one of them be sorted by last name and the other one by name, on the same system, using the same action / call flow.

More informations

- I double-checked the name and full name properties and they are both alike.
- We did inverted name and last name lately for everyone. My guess is that something is "stuck" somewhere in the database or something and that the old full name format is still used.
- Of course, they both have their name recorded.
- Could that be due to the fact that one of the server is the main and the other the backup server ? Maybe a sync issue ?
- There's not dots in their names.

Regards,

-homerggg

 

[joe2938]

did michael smith record his name when he set up his mailbox? if not then that's your issue

 

[homerggg]

I always appreciate when people reply to my questions so thanks to you joe2938.

With respect, in the "more informations" sections above, I stated that they both have their name recorded.

Again, the problem is not that I can't find a user in the dial-by-name action, it's that one of them can only be find using his last name and the other one using his first name.

 

[joe2938]

that's weird because if only 1 match it should not prompt you to enter 1, you should only get that if it finds more than 1 smith, I would try a stor and restart of the voicemail pro service and retest

 

[homerggg]

I should have said that I've simplified the situation for ease of undertanding. There's maybe a M. Rogue too (ROGU=7648#, same as SMIT).

Will try a stop / restart of the services and see. More on that later.

 

[derfloh]

I set it up on our system for trying it out and had the same that even if there is no result you will be asked to press 1.