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MWI not going off
- Thread starter wpetilli
- Start date
Have you stated the station to make sure it is the MM turning the light on ? If it is random i would look at the user options as well as the subscriber report to see what is really in their VMail box at that point in time.
Or check the OHV as they check the mailbox to see if it is sending the command to turn it off.
if all else is working fine you may want to rebuild the MWI database.
Ken Means
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)
Or check the OHV as they check the mailbox to see if it is sending the command to turn it off.
if all else is working fine you may want to rebuild the MWI database.
Ken Means
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)
- Thread starter
- #3
When you status the station it shows no message waiting. When you log into the user mailbox it says 'no new messages'. The user is actually someone technical so it's not a user making up stories. The subscriber activity shows no new messages either. We sent the user a new message, he received it, listened to it and then the light went off. Some time later the light came back on and it's the same thing.. no new message and the light is lit.
How do you rebuild that database?
How do you rebuild that database?
if what you are saying is correct then the light is on but the PBX shows that there is not any MWI set on the station i am not sure how it could be on.
After hearing this i don't think it is the MWI database but if you look at the MWI view it will show you what state the system thinks it should be in.
If it is being turned on by the MM then you would want to pull the OHV for the last day or so and look for the event that turned it back on to make sure it is the MM doing it.
Not to sound dumb but you don't have any other VM that could be turning it on do you ? like an old one that is not in use ?
Ken Means
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)
After hearing this i don't think it is the MWI database but if you look at the MWI view it will show you what state the system thinks it should be in.
If it is being turned on by the MM then you would want to pull the OHV for the last day or so and look for the event that turned it back on to make sure it is the MM doing it.
Not to sound dumb but you don't have any other VM that could be turning it on do you ? like an old one that is not in use ?
Ken Means
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)
- Thread starter
- #5
kepetersen
Technical User
Look on the MAS where the MWI Service is running. Go to C:\Avaya_Support\Tools\MWIServer
- Thread starter
- #7
Are you using SIP or QSIG to the MAS ? The only way to trouble shoot this is to send a message and then remove it as you are looking at the OHV live events to see if the system is indeed turning it on or off and then you can look at what else it could be.
It it shows in the log and the light is not coming on then it would be something other than MM or MM is not configured right for that use.
Ken Means
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)
It it shows in the log and the light is not coming on then it would be something other than MM or MM is not configured right for that use.
Ken Means
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)
- Thread starter
- #9
It's a ds1/QSIG setup and has been that way for years. Nothing has changed on CM as well. The problem is I can't duplicate this on the fly. I'm getting these random one off calls. Usually these types of things happen when the boxes need a reboot, but that was done last weekend.
I am wondering if it is a glare problem with the QSIG. If you can run a OHV for the last time it was reported and export it to a text file and email it to my support email address so i can look at it.
Ken Means
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)
Ken Means
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)
kepetersen
Technical User
Can you confirm that the customer saved or erased the message when the lamp did not go out.
Trace with Ophist to verify what the mailbox actions were.
Trace with the Subscriber Activity report to see if there are any more messages in the mailbox.
If no messages, open the MWIView.exe on the MAS where the MWI service is running. What does MM think the MB status is (On/Off)? If on, check the Station on the PBX to see what the status is?
If there are no messages but the MWI is on, you can toggle on the switch to see if it goes out on the phone and then check MWIView to see if the status has changed to off. If it does, then send another message to the mailbox to see if the MWI is on and check MWIView to see if it is On/Off?
MWI is a little tricky on MM but you must compare both the switch and MM tools to validate what is going on.
Reboots mask the problem if done too often. You can do an MWI rebuild on the MAS where that service is running and FEDB resync on all MAS with ports.
Hope this helps
Trace with Ophist to verify what the mailbox actions were.
Trace with the Subscriber Activity report to see if there are any more messages in the mailbox.
If no messages, open the MWIView.exe on the MAS where the MWI service is running. What does MM think the MB status is (On/Off)? If on, check the Station on the PBX to see what the status is?
If there are no messages but the MWI is on, you can toggle on the switch to see if it goes out on the phone and then check MWIView to see if the status has changed to off. If it does, then send another message to the mailbox to see if the MWI is on and check MWIView to see if it is On/Off?
MWI is a little tricky on MM but you must compare both the switch and MM tools to validate what is going on.
Reboots mask the problem if done too often. You can do an MWI rebuild on the MAS where that service is running and FEDB resync on all MAS with ports.
Hope this helps
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