MSG indicator not working

[MLPirk]

Several of our T7316E sets intermittently fail to notify users of new messages. Users sometimes check voicemail and hear new messages even though the indicator never alerted them. In another case, a user reported receiving a message a day after it was actually left.

We use the Unified Messaging System. In a couple of cases, we removed the Call Pilot add-in from Outlook and that seemed to help. However, some people still have the add-in and their voicemail indicator seems to be working fine.

Can anyone help me troubleshoot this? Thanks.

 

[3Sixty]

How many extensions on system?

How many voice mail ports on system?

What version of BCM?

Marshall

http://www.marshallshouse.co.uk

 

[biv343]

If using unified messaging, make sure that you aren't using any type of preview pane (or auto preview) in the Call Pilot message store as that can sometimes cause the email client to mark the message as "read", turning off the light on the phone.

 

[MLPirk]

6 ports, BCM 400

Where can I look for the number of extensions?

 

[3Sixty]

Do you know how many extension on the site?

Marshall

http://www.marshallshouse.co.uk

 

[MLPirk]

65 extensions

 

[3Sixty]

What version?

what I would suggest is to check the call pilot reports and see how often all the vm ports are busy.

At a guess if it is a busy voicemail you might want to consider increasing the vm portson the MSC card on the BCM.

Marshall

http://www.marshallshouse.co.uk

 

[MagnaRGP]

I agree with Biv. Check users Outlook settings before you muck around with the BCM.

 

[tangostar]

We have the same problem. Did you ever find a solution?

 

[MLPirk]

No, I haven't found a solution. It's so intermittent that it's difficult to troubleshoot. The problem occurs whether or not users have the preview pane or auto preview enabled. Also, there is never a problem with busy ports. I'll let you know if we ever find the culprit. Do you have any clues?

 

[tangostar]

well I'm not sure. I thought it was just a terminal services thing but it happens with XP as well we're on 3.5 of the BCM.
I've even tried the new version on Call Pilot available on the Nortel Web Page version 4. Doesn't make a difference so I'm guessing its a problem with the BCM itself.
Will let you know if I find a solution.

 

[biv343]

There is a new Unified Messaging client that addresses this issue. Version 2.50.06.28 is available for download on Nortel's site.

 

[tangostar]

I don't have a service agrrement with Nortel to download that patch. I'll have to see if I can get it from are reseller.