Link status is "up", but why I get busy tone dialing the Audix?

[hummer3331973]

Hello-

Our incoming calls are not going in to the voicemail. At the same time, when I call the hunt group to check my voicemail, I only get a busy tone. I checked the analog ports facing it and they are all "on-hook" and when I call them directly (not through the hunt group) they will just ring forever.

I have already rebooted the Audix and reseat the CLAN of our Definity PBX but nothing changed. We have a power failure last week and I'm not sure if this messed-up our Voicemail.

Any ideas will be helpful. We are using AUDIX LX R1.1. Under System verification, here is what I found:

Verification Info :


System status of VM

AUDIX(R) OFF LINE

System status of ela

/ela/registration/sys_stat/bin/status: The enhanced list software is NOT running.

System status of iim

Internet Messaging is currently: Stopped
Percent of /var space in use (contains queues): 0.0%
Number of incoming messages in queue: 0
Number of outgoing messages in queue: 0
Number of SMTP receive sessions running: 0
Number of SMTP send sessions running: 0
Number of POP3 sessions running: 0

System status of mtce

Begin System Verification Checks -
File System Capacity Check Passed
IPC queue check passed

System status of vs

Voice System is Up
Number of Purchased Voice Ports 8
Number of Voice Ports In Service 8
Available Hours of Speech 476
Used Hours of Speech 16
Maximum Hours of Speech 492
switch_link : LAN
switch_release :DEFINITY OVERLAN

Switch Number Link Status Session Status
1 UP UP
Number of Available Text-to-Speech Sessions 4

 

[DAVIDPAYNE]

Go to “Voice Systems Administration” then “System Monitor”
What does it show there? If On Hook, call into the hunt group, do you see ringing?

 

[hummer3331973]

Thanks for the reply. Calling the hunt group number will get me a busy signal. It will ring if I call the individual ports (all are "on-hook"), but the Audix will not answer, just keep on ringing.

Here's what the System Monitor is showing:

System Monitor 

System Name: audix.abscbnina.local 
System Time: 8/10/2010 09:58:39 
Web Server Status: Active 
Number of Major Alarms: 0 
Number of Minor Alarms:  0 
Number of Warning Alarms:  0 
Number of entries in the Administrator's Log:  7224 
Number of Administrator (Fc) Log Ons: 0

I think my problem is that the AUDIX is offline. I have stop/start the software but with the same result. I'm reading the past threads in regards with this proble and it looks like I have to re-install the software. Any ideas?

 

[DAVIDPAYNE]

Run a trace of the voice mail hunt group, and test the channels. You could also, plug an analog phone into the connect block, and test. Stop and restart the voice system, not a reboot.

 

[LoPath]

I see this clue:
AUDIX(R) OFF LINE

From Messaging Administration, go to Utilities, and Start Messaging Software. Hopefully that'll fix it. I'm no Audix expert, but I do know that mine doesn't say "OFF LINE".

Here's what mine looks like:

System status of VM

AUDIX(R) IN SERVICE

System status of ela

/ela/registration/sys_stat/bin/status: The enhanced lists software is running...

System status of iim

Internet Messaging is currently: Running
Percent of /var space in use (contains queues): 28.0%
Number of incoming messages in queue: 0
Number of outgoing messages in queue: 0
Number of SMTP receive sessions running: 0
Number of SMTP send sessions running: 0
Number of POP3 sessions running: 0

System status of mtce

Begin System Verification Checks -
File System Capacity Check Passed
IPC queue check passed

System status of vs

Voice System is Up
Number of Purchased Voice Ports 4
Number of Voice Ports In Service 4
Available Hours of Speech 480
Used Hours of Speech 12
Maximum Hours of Speech 492
switch_link : LAN
switch_release :DEFINITY OVERLAN

Switch Number Link Status Session Status
1 UP UP
Number of Available Text-to-Speech Sessions 4

 

[hummer3331973]

I did start the Audix software several times but it keeps on getting OFFLINE. I guess this is the reason why we get busy tone dialing the Voicemail hunt group.

 

[LoPath]

Any clues in the Administrator's Log?

 

[hummer3331973]

The only remedy I'm seeing from the past posts is re-installing the software to bring back the Audix on-line. My problem is I haven't done this before and have no idea where to start. I also don't know if we still have a copy of the CD (this system is more than 10 years old).

 

[hummer3331973]

Nothing on the Admin Log is showing anything that's related into this. That's actually funny since we have a power failure last Friday which I think caused this problem, but the Admin Log didn't record it.

 

[hummer3331973]

To correct my last post, the last record on the Admin Log is actually 8/8, which was the time we have a power failure.

Which is accurate since after that, the AUDIX went "offline".

 

[lopes1211]

and you have rebooted it...........right?

-CL

 

[PBXTech]

have you tried this...

busy the hunt group and link to Audix in the PBX.
stop the Audix voice system (yes, i know it's offline. do it anyway.)
then shut the server down (not reboot).
remove the power cable from the back.
wait a minute or two.
plug the power cable back in.
power the server back up.
release the hunt group and link to Audix in the PBX.
check to see if the Audix voice system is still offline.
if so, start the voice system and wait to see if it does come back in service.

 

[hummer3331973]

Thanks all for the help and the ideas. I think I've fixed the problem. All the troubleshooting I've done is remotely and through the browser. I've asked someone to physically check any errors he's seeing on the monitor of the Audix server. There were bunch of them, which is stopping the Audix to launch properly. He just press enter until all the errors are cleared and presto, the Audix login screen appears!

It is back on-line now, but I guess those errors need some serious fixing.