MWI lights refuse to work on all 3904 sets

[dweiss]

I hope I hear from Mike Poole on this one... I recently replaced an old Avaya Merlin legend with a single cabinet Opt 11C (Succession 3.0) w Call Pilot 2.5 that I had in storage. Everything is working beautifully, needed no changes to dial plan (had same DID range), trunk routes, etc. Built new voice mail boxes for the extensions, which all work...the only thing that doesn't work is the MWI light at the top of the phone. It will not indicate when new messages are received. I have read as much as possible on here...tried adding the two keys that turn on and off the light to test...the light works then...but only during the test. All ACDN's are acquired as they should be. There was no DN, ACDN, or CDN changes. ELAN and CLAN are working. All Call Pilot services in Services in the NT 4.0 CP Server are started...including Call Pilot MWI service. The MWI DN in a users VM box matches their extension, which is on Key 0 and marped to that set. All are set as SCR...no multi-appearances of any DN on Key 0. No VM box has any one else's DN in it. I am stumped. Can RPL's play a part of this in Call Pilot? When rebooted, the following errors appear in the event browser of CP...
"Event from [] , Event: ID=25, Description: Dialogic Event Management system initialisation failed. This means that one of the necessary stages of the startup of the CT Server has failed. The CT Server will not start. You should try again to start the CT Server. If that fails. contact Dialogic Tech Support. ." and "MWI [] NBosa_Call ServiceThread:Notification Client is not functioning. Rc=102, MaxRetry=0"
At the same time, these messages, in this order, appeared in the alarm monitor of CP..."Fault Manager cannot display messages on Hex Display. rc = 65535", and "Bad message handle", and "Event from [] , Event: ID=6008, Description: The previous system shutdown at 3:38:31 PM on 6/2/14 was unexpected. .", and "Cannot open process associated with service CallPilot MWI Service, rc=87", and "Failed to make TCP network connection, rc = 203", and "NBosa_Call ServiceThread:Notification Client is not functioning. Rc=102, MaxRetry=0", and finally "Event from [] , Event: ID=25, Description: Dialogic Event Management system initialisation failed. This means that one of the necessary stages of the startup of the CT Server has failed. The CT Server will not start. You should try again to start the CT Server. If that fails. contact Dialogic Tech Support. .". Again, everything IS working...except that pesky MWI light on all the phones. Suggestions? I will try to get back and check this post regularily, but in case... dweiss@ryland.com works too for responses! Thanks all!!

 

[DFKSydney]

For the analogs, have you got MWA and LPA in the CLS?

For the digitals MWA?

 

[KCFLHRC]

The MW looks at more than just MARP. The MW set has to be a unique DN if it is not. For example

TN 4 5
Key 0 scr 2000 Marp

TN 4 6
Key 3 SCR 2000

This will not work for MW. The phone where you are trying to light the light must have a unique DN and you tell Call Pilot to light the light on that DN.

Not saying this is your problem but when you talked about MARP it made me think you thought this was all that needed to be looked at.

 

[StanleySteamer]

The ACD DN that your channel agents are programmed on - does it have MWC YES?
Also, when you look at a mailbox, what does it have for "Message waiting indication options"?

 

[dweiss]

KCF...all of the DN's on the 3904's are unique.
Stanley...the ACD DN's that handle traffic to and from Call Pilot have MWC set to yes. In addition, each user voicemail box has the MWI DN set to the DN on key 0 of the associated set. None of the 3904 are ACD agents...they are all standard users.

Debra L. Weiss
Sr. Telecom Engineer
The Ryland Group, Corp. I.T.

“’Courage’ is being scared to death, but saddling up anyway.” ~John Wayne

 

[StanleySteamer]

The mailbox setting "Message waiting indication options" could be set to Off or Urgent.

 

[KCFLHRC]

I wonder if it could be a firmware issue on the 3904's ??

 

[dweiss]

Stanley...the MWI option is set for 'all new messages' on all VM boxes.
KCF...I can't belive that it is a firmware issue on all of the phones...one or two I might suspect that, but not close to 20, all bought at different times. The errors in the CP logs indicate it is at the CP server level...that is why I asked about CP RPL's in my original posting.

Debra L. Weiss
Sr. Telecom Engineer
The Ryland Group, Corp. I.T.

“’Courage’ is being scared to death, but saddling up anyway.” ~John Wayne

 

[KCFLHRC]

I have never seen an RPL cause a MW light not to work. Buying 3904 phones all at different times would make me think you have several different levels of firmware on these sets.

Do an FSUM in LD 32 and see what you have. Another thing to try is swap out a set where the light does work with one that doesn't and see what happens.

 

[dweiss]

KCF...I had some sets brought over from a neighboring division office that also has an Option 11C with the same version of CP, and the red light worked at that office, but when swapped with a set at the office with the newly-installed Option 11C and CP, the red light will not work. This is a site-wide issue at the new install. Pretty much rules out sets.

Debra L. Weiss
Sr. Telecom Engineer
The Ryland Group, Corp. I.T.

“’Courage’ is being scared to death, but saddling up anyway.” ~John Wayne

 

[KCFLHRC]

Not necessarily, just because the MW light worked at another site doesn't mean it will work at this site with different firmware. There is firmware on the PBX and firmware on the phones, they should match. Not saying that's your problem, but you asked what it could be so there ya go. I actually cant even remember a Call Pilot 2.5, but maybe that's part of your problem. I would put in a 2616 or 2008 phone and see if the light works then. It could be a support issue with that old of a Call Pilot lighting the light on a 3904.

 

[yyrkroon]

login into the callpilot server and restart the mwi service

 

[yyrkroon]

Cannot open process associated with service CallPilot MWI Service

Restart CallPilot MWI Service - this is on the CP Server.

 

[dweiss]

KCF...Well, I have 10 of these systems (Option 11C rel 25.4 or better, with CP 2.5) in production across the U.S. at various division offices for my company, even at my own location (Scottsdale AZ...and we have 250 users...all on 3904's), and the lights works just fine. The issue is exclusive to the new install location. The firmware at the new install and at my other locations is the same...we kept all of the systems UTD until they went in to retirement status a few years ago per Avaya/Nortel. Unfortunately, my company does not commit the revenue stream to its telephony services like it does its network services, so I work with what I have. For those of us who have been doing this decades, it is the nature of the beast.

Debra L. Weiss
Sr. Telecom Engineer
The Ryland Group, Corp. I.T.

“’Courage’ is being scared to death, but saddling up anyway.” ~John Wayne

 

[KCFLHRC]

I will reserve my real comments and just say, good luck with your trouble. I also wouldn't make assumptions that I haven't been doing this for decades.

 

[hawks]

like stated above this seems to be the CP issue were you able to restart it? Also the DN does not have to be unique, at least not in release 4.0 because I have multiple sets with the same Prime Dn and all of them light if I leave a message in the mailbox.

 

[dweiss]

I rebooted the server, and then changed the CLS on each set from LMPX to LMPA, and the MWI lights began working.

Thank you again to all.

Debra L. Weiss
Sr. Telecom Engineer
The Ryland Group, Corp. I.T.

“’Courage’ is being scared to death, but saddling up anyway.” ~John Wayne