Notify me not working

[tele234]

Have customer who is telling me that when they are logged into their mailbox (virtual no telephone or MWI) that if new message is delivered while user is logged into mailbox then the notify / call me feature does not work.
The mailbox is an employee emergency line that their remote users call to report issues at various locations. What they are telling me if accessing mailbox and new message arrives while logged into mailbox the notify me / call me feature does not work! First I find it very hard to believe but as we all know the customer is always right. Anyway I have asked for more details - a log of this occurrence - I need to know what time the users was accessing mailbox when new message arrives. I figure I could use the OHV to find the occurrence. But has anyone ever heard of this before? Customer has Service Pack 6 Patch 3 loaded on the Modular Messaging 5.2 with Avaya store - CM is 5.2.1

 

[rejackson]

I think the OHV will show a message that notification is skipped due to recent loging to the account.

 

[tele234]

do you know anyway around it?

 

[kepetersen]

Can you see in OHV if the customer is listening to all their messages are typically listens to one message then hangs up?
Do you know what TUI the customer is using (Audix, Aria or Serenade)?

 

[KenMeans]

Is this a MSS back end or Exchange ?

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[tele234]

MSS

 

[KenMeans]

i have never heard of this but you are saying that they are in the Web-client (Or how are they really logged in) all the time and when that happens the notify-Me does not work right ?


Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[tele234]

user call into voice mail with a telephone - so they are using the TUI - and if while logged into mailbox a new message arrives and they DO NOT access new message the notify / call me is not seeing the new message as new and it does not activate the call me feature. Then when emergency department gets another call me they find two messages but the system did not notify them of the message that arrived while they were logged into the mailbox

 

[texeric]

Unless something has recently been changed in the MM software, there is a hardcoded timer (I think 5 minutes) that it waits, from previous TUI activity, before triggering any Call Me/Notify Me rules. Now is the issue where the feature/rule never being triggered? Or is the issue the delay? If the issue is the delay, that is something that is hardcoded in the software.

 

[KenMeans]

i have tested this on my system and if i am in my mailbox and a new message comes in it still notifies me.

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[texeric]

Then perhaps tele234 needs to update their MM system to later SP and patches.