Message light not working

[Maya97]

I know this sounds crazy but the message lights are not working on 8 phones. The phones are scattered so they are not on the same hunt groups. I duplicated the stations and agent id to match one that was in there same area and skill but it still would not work. I replaced the phones with a working phone and also had the agents log into a station that is working properly. I check the LWC and that seems to work fine but the message light would not come on.

Any suggestions.

 

[koglass]

I gather that the Voice Mail is not lighting the station's MW light. What kind of Voice Mail system do you have? I would say you should print out a working phone and then go into ASA and do a stare and compare of evey field of one of the staitons that does not work.

 

[Maya97]

We are using Modular Messaging. I am not sure as to why this is not working properly.

 

[koglass]

Start with a station that works, same type, and do a stare and compare all the fields. Pay particular attention to the MWI fields required on the station form.

Page 1 Message Lamp Ext:

Page 2
LWC Reception: spe
MWI Served User Type: qsig-mwi


Also if you know there is a message in the VM do a status station and see if the switch shows a message waiting is there.

 

[wil19148]

Is it a broadcast message that is not lighting the MWI? Or is it all voice mails to those stations?

In some versions of modular messaging there is a known issue that broadcasts do not activate the MWI. We are using MM2.0 and have that problem.

 

[Maya97]

It is a voicemail to the stations I have compared the station that is not working properly to a station that is and the non working stations are the same. I am wondering if there's something I am missing. I have even removed the stations from the system and copied them as the working stations

 

[wil19148]

Is the message being left for the extension or for the agent login ID? The agent settings override the station settings, including the MWI indicator. So if the agent is logged in and the message is left for the station extension, the MWI won't turn on until the agent logs off.

 

[AWYNOne]

wil19148 is correct. The light won't go on if agent is logged in. For agent phones, I administer a feature button "AUT-MSG-WT Ext. XXXX" on the station the agent is using. (The XXXX is the station number.) When they receive voice mail, that button will light instead of the MWI on the phone set. When the agent logs out, both that button and the MWI will be lighted.

"If you always do what you always did, you'll always get what you always got!" Anonymous

 

[Maya97]

It is left for the agent.

 

[koglass]

If the messages are for the Agent ID's then you might want to consider using the stations MWI for the Agent ID that logs into the phone. I have included the area where you can make that change and the description. When an agent logs into the phone and if they have a message then the MWI will light for their mailbox.


display system-parameters features Page 11 of 17

Message Waiting Lamp Indicates Status For: station


Message Waiting Lamp Indicates Status For
Only appears if Expert Agent Selection (EAS) on the System Parameters Customer-Options (Optional Features) screen is y.

Message Waiting Lamp Indicates Status For: station

Since you only have one message waiting lamp on a telephone, you need to indicate if the message is for at the telephone extension or the loginID.
Expert Agent Selection (EAS) must be enabled to use this option.

 

[kkattfish]

you might also want to try clear amw all "extension"
I have to do this from time to time on agents and stations for no apparent reason for the mwi to work.

 

[Maya97]

ok I will try the above solutions hopefully one if not all will work. Thanks so much for your help.

 

[Nick44]

I would first test the hardware.
Make sure in the station form that the LWC reception flag is set to yes. Manually test the lamp by dialling the feature code for LWC. Check the station/agent lamps OK, then clear using the Cancel LWC feature code.
KKatfish is right to clear all the AMW's from time to time because Definity remembers which lights are on, and who turned them on, so if a repeat request comes in to lamp an extension, and Definity thinks it's already on, it won't try to do it again.So if you have had a failed or corrupt MWI "on" instruction it can get stuck.
Golden rule for MWI "he who turns on the light must turn it off as well"

Speak softly and carry a big switch

 

[Maya97]

Ok I tried this and it still did not work. Is there something else I can do. I have rebooted the servers and the one with the MWI stationed on there and still no luck.

 

[Maya97]

I am still in need of help. I have found that a range of agent id's are not working properly. I have compared them to working agents, removed a few and added them back to pbx (without duplicating), and have tried mapping the extension voicemail to another voicemail box and nothing works. I had Avaya take a look into it and they are telling me I need to route the range of extension on the PBX which has the MM connected to it. Can anyone help me I am getting desperate!!!!