magix4.0 with unified messaging 1

[ritelcarlos]

Hello i have a system that driving me crazy
Ii have a magix4.0 two cabinets with 40 partner phones etr cards and 1 412 digital card 1 merlin messaging i have unified messaging HERE IS MY PROBLEM ITS BEEN INSTALLED FOR ABOUT 8 WEEKS ONCE A WEEK ALL PHONES GET LOCKED OUT CANT MAKE CALLS DIAL 9 . EVERYTIME IT HAPPENS THE CUSTOMER SHUTS OFF APC UNIT WHICH TAKES DOWN BOTH CABINETS AND THAN THEY TURN IT ON EVERYTHING IS OK FOR ABOUT A WEEK THAN IT HAPPENS AGAIN PLEASE HELP

 

[tdaugirdas]

Have you looked at the processor error logs - for any clues?? You may have a "bad" module that is bringing the whole system down. If you know how - print the error logs and post them here.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[ritelcarlos]

THATS WHATS STRANGE THERE ARE NO ERRORS AND I ALREADY CHANGED OUT THE PROCESSOR WHAT ARE THE CHANCES OF SOME KIND OF COLLISION GOING ON WITH UNIFIED MESSAGING

 

[tdaugirdas]

Any TTR-related errors. You have a lot of Partner phones - how many ETR cards? I assume at least 3. How heavy is the call volume? How many ports in the voice mail? I am just wondering if you have enough TTR's for everything in the system.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[ritelcarlos]

there are 4 etr card 12 co lines 4 ports of voice mail
equip= 4- etr cards 2- 412 digital cars at least 30- 18 btn display phones 6- digital phones 1- single line card 2 metal cabinets

 

[tdaugirdas]

It seems like you should have enough TTR's for your equipment. Instead of shutting down the APC - have the customer manually shut down the first cabinet (base unit), followed by the expansion cabinet - next time this happens - and then manually power up the expansion cabinet first, followed by the main cabinet. I am not sure if this will help - but at least it is the right power down/power up sequence.

Have you checked all three error logs in the processor? Have you checked the error log in the voicemail unit?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[ritelcarlos]

what provides ttr's

 

[tdaugirdas]

Yhe 016 ETR cards - 4 per card/

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[ritelcarlos]

ok im going on site tuesday i will look again at the error log and post results here thank you

 

[tdaugirdas]

Ahh- I forgot the two 412TDL cards - they have 4 TTRs each and the messaging unit should have 2. So in total you have 26 TTRs in the system.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TouchToneTommy]

What happens when they dial 9? Do they get "wave-off" tone, or does the call just fail?

At the same time, can the Operator see the individual lines, and are they all lit up as if in use, or do they appear idle?

Is it Everyone that is prevented from dialing out, ETR and TDL phones?

 

[ritelcarlos]

yes they get a wave-off the operator does have lines but cannot access them everyone get the same wave-off calls do come in but cant be transferred

 

[tdaugirdas]

Is the wave-off on BOTH TDL and ETR Partner phones or mostly on the ETR phones? I am wondering how many people on average are on the phone (outgoing and incomming). Could be that you are running out of lines - ther processor error log will tell you - lots of pool busy errors.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[ritelcarlos]

well i will check on tuesday and let you know if there are any errors thanks

 

[TouchToneTommy]

I'm thinking that lines are locking up. That's why I asked if the Operator can tell if they are all lit up, and can access them directly from line keys. It could be an issue with the telco provider.

 

[eltorodeoro]

Did you check Reliable Disconnect? Sometimes has effects like these if its not activated...

 

[ritelcarlos]

please keep in mind when customer does a reset everything works for three to four days

 

[Danny28]

I attempted to use the free unified messaging as well, but experienced the same problems. They are occurring because the messaging system as to maintain a continous connection into the Merlin system to do the email monitoring. This will randomly lock phones up, blank out displays, make weird characters display, etc. You can actually make the same thing happen by leaving your merlin messaging administrator program logged in for a few days.
It didn't matter which module, which type of module, what model of phone, where the phone was located, etc. Each of the phones in each situation ended up doing it at some point.
I tried to contact Avaya support, but no one there really handles this product since it is free. They feel that if someone really need a solution with the email functionality, they would upgrade to one of their bigger systems.
Also, even though we use MS Exchange, it would not recognize our exchange server, so we had to run the program in SMTP mode (which worked for sending.) The drawback for not getting Exchange mode to work is that deleting the email message will NOT delete the voicemailbox message.
I say, it's not worth playing with this feature especially considering all the problems its causing. Also, when messages are in a user's email box, they tend to not delete any of the messages because it's "neat" to go back and pull them up later. If you have everyone in your organization suddenly saving every voicemail message they have ever received as WAV files, you will fill your email backups quickly.
When I was running the extra module, I was able to reset the phones by unplugging the phone in question from the port for a few seconds, and then plugging it back in, but you would have to probably do this every couple days for whatever random phone does it.
In summary: it was a little add-on freebie they threw in at some point and maybe 1/4 of the way support it if you want to purchase Avaya support. It's not going to work. Don't waste your time.

 

[ritelcarlos]

THANKS DANNY
sounds like the same problem im having .I am going to give avaya a call to see if they can go into their monitor screen that you and i cant access .what was the final outcome of your problem

 

[Danny28]

I could not find anyone at avaya who actually knew anything about this product since it is just kinda of free add on project that no one uses.
The headaches it was causing was not worth my effort or the money that further support would have cost. The two issues: 1) random phones freaking out and 2) exchange mode not working , were never resolved.
Plus I realized giving my users the chance to archive every phone message they ever received as a WAV file in email on my exchange server wasn't going to be a good choice. I disabled the option and abandoned playing with it.