MWI issues 1

[Ceaserx]

Hi

I have a client with a 3300 MXE on version MCD 6 SP1.

Some extensions have a flashing MWI light every morning even though there is no message when you press the flashing envelope. I have gone through all the tek-tip threads on this issue and have made changes accordingly but still have this issue.

When showing the locate feature extension command it shows a callback message, but yet there is no actual call back message.

I have checked that the first and last voicemail port is in the VM hunt group and even upgraded from MCD 6 to MCD 6 SP1

Active Features :
Message Waiting Lamp On
Dialed Message Waiting.
Callback Messages : 1
Phone Lock: UnLocked

I have made the following change on the user's COS

Disable Send Message = Yes

I am now thinking about deleting and recreating all 20 Voicemail ports

 

[jrgood0852]

For grins, put a scheduled reboot on and see if this clears it.

Always look out for the next guy because it may be you!

 

[Ceaserx]

I have done a scheduled reboot and a full power cycle. Made no difference

 

[Lundah]

Is the extension with the flashing MWI set as the operator extension for any mailboxes in the embedded VM? I seem to recall having this issue a few times and the cause was a rogue message was somehow left in the operator's mailbox on the embedded VM even though we were never allowing calls to hit it.

 

[jrgood0852]

Also, check all mailboxes to see if someone may have put a different extension under "Message Notification" in the Mailboxes.

Always look out for the next guy because it may be you!

 

[kwbMitel]

Do you have any voicemail boxes associated with Hunt groups?

If So:
[ul]
[li]Are the extensions that have lamps members of the hunt groups[/li]
[li]Do the extensions have key appearances that are members[/li]
[/ul]

One thing that would take out a lot of guess work is if you got a copy of the Log Data from the voicemail. Filename = /vmail/c/voxdrv/diag.dat

Once you get the file, look for the message waiting being activated and particularily when e.g. 3:00am

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Ceaserx]

Hi

Thanks for all the suggestions. Will try them and give some feedback.

 

[Ceaserx]

I do not see any voicemail boxes associated to hunt groups.

I have exported the diag.dat file and can see the 3 am entry stating 0 and then the last entry I can see activating the MWI is the second entry


1) 5300-00 vtmsgcheck=0[msg9732.vox,0]10/19 03:01:16

2) 8483-20 mwi: vb_dial[*919732]
10/18 15:29:14 INFO 9050-19 mi_process_switch_packet: MiNet message with CLC value [3] is received 10/18 15:29:16


Not to sure what this means

 

[kwbMitel]

Assuming the issue is with ext 9732

If it is a 3:00am refresh of the MWI then the system believes there is a message.

Next logical step is to delete the mailbox and recreate.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Ceaserx]

The mailbox was deleted and recreated and we still have the same problem.

 

[kwbMitel]

I would be calling Mitel at this point.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[AlaskanPolarBear]

I had this same thing on a CXi 6.0 SP2. What I found was somehow they were using "callback" and it makes the MWI come on. Try putting in a FAC for Callback-cancel.

 

[kokolino23]

When you do a locate feature extension, that's what you get:
Active Features :
Message Waiting Lamp On
Dialed Message Waiting.
Callback Messages : 1
Phone Lock: UnLocked

it's clearly a callback message so the FAC for callback cancel should sort this out. however, the question is why they get this callback ?! I think I've had that in the past but I can't remember exactly what I've done to fix it. If you don't ring the VM and try to view where the callback message comes from, what you get ?

 

[kwbMitel]

Yes it is a callback.

The issue is that the voicemail is resetting the lamp every night during its 3:00am process.

Rebooting the system and deleting the mailbox has had no effect.

The next drastic measure would be a backup and restore but before I went there I would talk to Mitel.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Ceaserx]

Thanks guys

In the process of logging a call with Mitel

 

[myhandlewas]

You can get rid of the call back indicator by deleting the line and then rebuilding the line. I had the same trouble twice and I was able to get rid of it by deleting & rebuilding the extension.

 

[myhandlewas]

the callback indicator is when you call someone and their line is busy. nothing to do with voicemail. again just delete the extension and rebuild it.

 

[Ceaserx]

We have found the issue on one of the extensions. He had a single line with the same number as the administrators mailbox. Don't know why but there is an unread message in the admin mailbox.

 

[kwbMitel]

Ah yes, that is related to my question regarding hunt groups.

I've never heard of the admin mailbox taking messages though (Assumed 9999)

**********************************************
What's most important is that you realise ... There is no spoon.

 

[kokolino23]

We have found the issue on one of the extensions. He had a single line with the same number as the administrators mailbox.

I thought you can't have 9999 as a single line ?! You should get an error "the number is defined somewhere else"...because is a MB with that number ?!