Have an office here that is running Avaya ACS R5 with Partner Messaging R1, PC card is 4-port. Problem is last week the system suddenly stopped ringing to extension 10. Well actually you hear a quick ring from extension 10 and the caller hears "Your call is now being transferred". Then the caller hears the phone rings back to extension 10. Normally calls go directly to extension 10 and after 4 rings it goes to the hunt group for another 2 rings before the caller gets to leave a voice mail. So if nobody answers the phone it will continually ring. I can't help to think the voice mail may have something to do with this problem. If you try to go into voice mail, you get the prompt "Welcome to Avaya Partner Messaging, the system is in test mode...". At this point I can't log in to the administrator mailbox or anything. I've gone through some of the Avaya docs and haven't found anything that would help me under troubleshooting. I've also tried to do a system restore and it didn't make any difference. Removed the Partner Messaging PC card, turned off the ACS, no difference. Could I have a bad card?
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Partner Messaging R1 in test mode 1
- Thread starter CurGeorge
- Start date
A couple of things to consider CurGeorge ...
You have a freat VM product already with plenty of growth room for your client. There are different releases of the 2x4 PVM card and you have to be careful in what you buy on EBAY sometimes - we hear and get many complaints and have repaired many voice mails bought on EBAY after they fail within a short time.
I have to be careful with what I say on this site regarding our repair services as I don't want to be accussed of "selling", but the reality is that you are looking for solutions. Many posts mention company names, so what difference is it if I say that WE CAN FIX THIS PROBLEM FOR YOU???
We have been successful in repairing problems with the port licensing cards for both Partner Messaging and Merlin Messaging. There are also vendors on these Avaya groups that can offer assistance.
Avaya doesn't have a problem with a customer archiving its programming data from a PMSG or MMSG, but doesn't have any built-in utilities to "copy" the hard drive for a reason.
Let me know if I can help further?
Andrew Roach
President - Drew Telecom Group, Inc.
Lucent Voice Mail-Component-Transtalk Repair Specialists
Lucent/Avaya Telecom Brokers/Resellers
drew@triton.net
269-685-5400 - voice
269-685-5500 - fax
You have a freat VM product already with plenty of growth room for your client. There are different releases of the 2x4 PVM card and you have to be careful in what you buy on EBAY sometimes - we hear and get many complaints and have repaired many voice mails bought on EBAY after they fail within a short time.
I have to be careful with what I say on this site regarding our repair services as I don't want to be accussed of "selling", but the reality is that you are looking for solutions. Many posts mention company names, so what difference is it if I say that WE CAN FIX THIS PROBLEM FOR YOU???
We have been successful in repairing problems with the port licensing cards for both Partner Messaging and Merlin Messaging. There are also vendors on these Avaya groups that can offer assistance.
Avaya doesn't have a problem with a customer archiving its programming data from a PMSG or MMSG, but doesn't have any built-in utilities to "copy" the hard drive for a reason.
Let me know if I can help further?
Andrew Roach
President - Drew Telecom Group, Inc.
Lucent Voice Mail-Component-Transtalk Repair Specialists
Lucent/Avaya Telecom Brokers/Resellers
drew@triton.net
269-685-5400 - voice
269-685-5500 - fax
The R1 you have is a bit of overkill for the described installation, but it's a lot fuller in features than you would find in a PC Messaging card.
Your Avaya dealer who installed the system will replace pretty much any part that fails in the first year of use, unless it has tire tracks on it. They will, in most cases, charge you technician labor time to verify, replace and reprogram even a no-charge part. So you will pay for something, one way or another. You may as well fix the better part, rather than stepping down for the same price.
If the hard drive is corrupted, ghosting it will only reintroduce the corruption to the ghosted drive. Leave that to the repair shop to correct. If it's hardware, you're spinning your wheels without component level testing and repair.
The license card is a piece of hardware with software that enables the ports. In the rare event a card goes bad after a year, Avaya will not honor a warranty. An analogy: would Microsoft provide a new license to a user if an OEM hard drive failed? Maybe a dealer would work with you, but the manufacturer will not.
Your best bet is to send it off for repairs. A properly installed R1 should last 10 years or more and the resale value high, so the investment is a good one.
You may be able to soften the blow by asking for a temporary use PC Messaging card from the repair shop. Or, someone here may be able to lend you one while repairs are made (I have 6-8 idle in a box).
Your Avaya dealer who installed the system will replace pretty much any part that fails in the first year of use, unless it has tire tracks on it. They will, in most cases, charge you technician labor time to verify, replace and reprogram even a no-charge part. So you will pay for something, one way or another. You may as well fix the better part, rather than stepping down for the same price.
If the hard drive is corrupted, ghosting it will only reintroduce the corruption to the ghosted drive. Leave that to the repair shop to correct. If it's hardware, you're spinning your wheels without component level testing and repair.
The license card is a piece of hardware with software that enables the ports. In the rare event a card goes bad after a year, Avaya will not honor a warranty. An analogy: would Microsoft provide a new license to a user if an OEM hard drive failed? Maybe a dealer would work with you, but the manufacturer will not.
Your best bet is to send it off for repairs. A properly installed R1 should last 10 years or more and the resale value high, so the investment is a good one.
You may be able to soften the blow by asking for a temporary use PC Messaging card from the repair shop. Or, someone here may be able to lend you one while repairs are made (I have 6-8 idle in a box).
- Thread starter
- #23
Here's where I'm hesitant to go back to the dealer that originally installed the equipment. They sell a system that far exceeded company requirements. Maybe they did it for growth but I doubt it. Even so, the modules give you the growth so that could always be added later. Then when something goes wrong and you call to ask a question regarding the system, they won't even talk to you without having a credit card ready. Then after they say, "I don't know what is wrong." Their credibility goes out the door. Would it be so hard to just tell the customer to make sure the PC Card needed to be reseated without charging them? I guess I take it for granted being that I don't charge when my customers call me for support questions and build a better repoire with your customer. I do have a couple of other clients that uses Avaya/Lucent ACS systems so I could ask them who their vendor is and maybe look at that route first. Andrew, I may give you a call Monday and see if we can work something out if the local vendors don't pan out.
I understand that imaging a corrupt HD will give you the same problems but that was when I was consdiering purchasing a good HD to image that one as a backup.
Your Microsoft analogy is flawed. I already said that if a hard drive failed (head crashes) or the software on the HD is corrupted then I pony up for another HD with the software. My problem is the PC Card only enables through software 2, 4 or 6 port availability of voice mail through this license. The capabilities are on the hard drive so when this hardware license fails, I have no means of using the equipment that is fully capable. The last time I checked Microsoft doesn't make hard drives. My point is, if the hard drive failed you can purchase another (head crashes or IDE controller fails) and use the same MS license to reinstall the program. I see this analogy more like Microsoft DRM (Digital Rights Management) and their WPA (Windows Product Activation). In this case it is pretty much a hardware dongle. I have no experience as to if companies replace them for you once they go bad, but it shouldn't cost $500+ to replace a card that pretty much says you are authorized to use the system when legally I should already. Vendors should at least swap out the part (provided you have the other PC Card) at a signicant discount in trade since you have shown in good faith that you do have a license and aren't trying to build more ports around your system.
I understand that imaging a corrupt HD will give you the same problems but that was when I was consdiering purchasing a good HD to image that one as a backup.
Your Microsoft analogy is flawed. I already said that if a hard drive failed (head crashes) or the software on the HD is corrupted then I pony up for another HD with the software. My problem is the PC Card only enables through software 2, 4 or 6 port availability of voice mail through this license. The capabilities are on the hard drive so when this hardware license fails, I have no means of using the equipment that is fully capable. The last time I checked Microsoft doesn't make hard drives. My point is, if the hard drive failed you can purchase another (head crashes or IDE controller fails) and use the same MS license to reinstall the program. I see this analogy more like Microsoft DRM (Digital Rights Management) and their WPA (Windows Product Activation). In this case it is pretty much a hardware dongle. I have no experience as to if companies replace them for you once they go bad, but it shouldn't cost $500+ to replace a card that pretty much says you are authorized to use the system when legally I should already. Vendors should at least swap out the part (provided you have the other PC Card) at a signicant discount in trade since you have shown in good faith that you do have a license and aren't trying to build more ports around your system.
We will diagnose your voicemail at no charge if you'd like to send it to us.
Brian Cox
Brian Cox
Yeah, I agree with 90% of what you say, but when you get down to licensing rights, it's all in the hands of the manufacturer. MS still prevents me from selling on eBay the 14+ sealed W95 OEM CDs I have leftover & unused with never used licenses for the Dells I built voicemail systems on using OS/2. You'd think once you bought something, it'd be yours to do with as you pleased....
Most dealers will work with you, and you obviously got a bad one. I regularly visit my clients just to "check in" on a no cost basis. Many times I'll fix a little something (build a box, delete a password, add a button) while there. They feel secure in calling when something goes bad and I'm confident I have a customer for life. But, that's "Southern Hospitality"; I'll bet you're north of the Mason-Dixon line! heheh
Take up Brian on his free diagnosis, he does good work. Most of the folks you'll find here are *very* good at what they do and are willing to help beyond the "norm".
If Brian doesn't beat me to it, send me an email at homerdogg2001 at yahoo.com and we can make arrangements for you to borrow a PC Messaging card while the R1 is being fixed.
Most dealers will work with you, and you obviously got a bad one. I regularly visit my clients just to "check in" on a no cost basis. Many times I'll fix a little something (build a box, delete a password, add a button) while there. They feel secure in calling when something goes bad and I'm confident I have a customer for life. But, that's "Southern Hospitality"; I'll bet you're north of the Mason-Dixon line! heheh
Take up Brian on his free diagnosis, he does good work. Most of the folks you'll find here are *very* good at what they do and are willing to help beyond the "norm".
If Brian doesn't beat me to it, send me an email at homerdogg2001 at yahoo.com and we can make arrangements for you to borrow a PC Messaging card while the R1 is being fixed.
- Thread starter
- #26
- Thread starter
- #27
I sent out the Messaging module and 4-port PC Card to one of the gracious people here. Should arrive Thursday for them so hopefully it can be on its way back sometime Friday. I found out after contacting another local vendor that they charged $60 for on phone troubleshooting (which was already done before) and $320 to send a technician out just to let you know what the problem is. So not only would they have screwed me by telling me something I already knew but they would've replaced parts rather than get it fixed which would've cost much more. For the cost of fixing the PC Card, module or both it would've been cheaper than getting it fixed locally.
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