Is this possible?

[gregarican]

One of our site locations has a few employees who complain about not getting their voice mail messages right away. According to them they check their VM regularly and hear they have no messages. Then the next day they check and a new message suddenly appears that's timestamped from several days prior.

This is a Merlin Messaging r2.5 system and I've verified the system time is correct. And AFAIK the majority of employees aren't noticing this.

My gut tells me they just aren't checking their VM messages often enough and they are using system quirks as a way out of getting in trouble with their supervisor. I have tested out making calls into their mailboxes, leaving messages, and retrieving them afterwards. No problems encountered.

Is there an audit log/trail where I can produce a report of mailbox usage? The host PBX is a Merlin Legend r7 and I don't have any call accounting software installed...

 

[merlinman]

Virtually always when we hear this complaint, the following has happened:

The user checks voice mail and then presses POUND (#) to skip the message he listened to, however they fat finger it and accidentally press POUND twice.

Then, in a few days, they find the "OTHER" message they skipped a few days before.

Good luck proving it to them however......

http://home.comcast.net/~merlinman

 

[gregarican]

Makes sense. I'm babysitting one of the complainers voice mailboxes for the next week or so to see. I love these sort of non-technical complaints...er...maybe not

Thanks for the tip!

 

[jinxs]

I like to use the acronym PEBCAK...Problem exists between Chair and Keyboard. Or PEBCAP...between Chair and Phone.

 

[gregarican]

Or PEBE (Problem Exists Between Ears) too. I would say the majority of the voice/data issues I encounter are legit at least. Otherwise I'd we one jaded guy after all these years...sigh...

 

[fshaw]

Outcalling.

Call their cells at first and then make their supervisor the 3rd or 4th call. You can get records from their cell phones or their supervisor's annoyance.

Or outcall to an unused DID on your system with vm coverage (one call only) and use your vm for time/date stamp.

 

[merlinman]

fshaw - That is a GREAT Idea!

I will use that next time I have such a complaint.

http://home.comcast.net/~merlinman

 

[djtt]

I have a special charge that I insert for problem and high maintenenace customer it is the PITA Service Charge...

PITA = Pain In The Ass

I just charge them extra for putting up with them being difficult customers.