Remote access to voicemails on SV9100

[bigdave1980]

Hello all,

I'm trying to set up remote access to voice mailboxes at one of our customer sites but it's not working as expected. Firstly, as a test, I've set up a spare DDI to route calls to a user's mailbox which is in this case extension 306. So I routed the DDI to @306 in target 1 and put 102 in target 2. I call the DDI and I do get through to the voicemail for that extension but I don't want to leave a message there, I want to access the mailbox to check the messages and delete them. So as soon as I hear the VM greeting I press the # key, which I think is correct based on various instructions I've seen, and I expect to hear a system-generated message asking me to enter a mailbox number or a passcode or something like that, but instead I hear something which the customer has recorded by mistake. If I press any key at that stage it says "Please hold one moment", I hear music, and it says "That mailbox is full" and it continues to loop around.

Next, I pointed that same test DDI at 555 which is the pilot number of their voicemail hunt group 64. I make a test call and I hear the exact same message I heard before, which the customer has recorded by mistake. So they have presumably overwritten the system's default on-board voicemail menu, if that's possible? Again, it doesn't accept any key I press at this stage, I just get the "Please hold a moment" message, then music, then "that mailbox is full", then it continues to loop like that.

Is there some way I can get the system default message back in place for when somebody calls their voicemail hunt group pilot number, please? I think that's probably key to this problem they're having.

Thanks,

Dave

 

[bigdave1980]

I think I've partially resolved this, somebody had indeed recorded the strange message into Routing Mailbox slot 001 at some point in the past. I have deleted this message via UserPro and now calls to the system's VM group pilot are met with the system default message "Thank you for calling, if you are calling from a touch tone phone please dial the extension you wish to reach...." etc.

For some reason, though, when I dial an extension number at the prompt I get music for about 35 seconds then the voicemail greeting for that extension. If I press any key it asks me to hold, I get music and it loops again. Most odd.

 

[OzzieGeorge]

The common issue here is that the main mail box is Amy Cronk's mailbox IIRC. If this is assigned to a user then problems like this arise! Find that mailbox and make sure there is no corresponding extension. If there is, the problem will keep happening!

 

[bigdave1980]

Hello again,

Ok just a quick update on this one I posted before Christmas. I've got my test DDI pointed at 555, the voicemail pilot. I call in on the number and get the "Thank you for calling, if you are calling from a touch tone phone please dial the extension number you require..." message. At this point I press #. It says "Please enter the mailbox number". I when I enter a mailbox number I know exists (414 in this case) it just asks for the mailbox number again. There are about 8 user mailboxes in the system with numbers in the 4xx range and I can't access any of them in this way. But there is 1 other user mailbox, number 162, which asks me to "Please enter your security code". I can't see any differences between that mailbox and any of the others I can't access. As a test I created another user mailbox with number 163 to see if it was the numbering that made the difference, but it didn't work, it just asked for the mailbox number again. Is there something I need to enable on a mailbox to make it accessible remotely? I can't find any settings like that.

Thanks,

Dave

 

[CoralTech]

One has a security code the other doesn't? Also look at your DAT tables. Assuming this is an INMAIL?

 

[OzzieGeorge]

Whoops, I missed the 9100 in the title, please ignore my ramblings!

 

[bigdave1980]

OzzieGeorge, no problem, yes this one's a 9100 but thanks anyway.

CoralTech, yes this one's InMail. I looked at security codes, the mailbox that's asking for one is set to do so "Remote access only". The others are set to always ask for one but are not doing so when I try to access them remotely, it just asks for the mailbox number again and again. It doesn't tell me that the mailboxes do not exist. Dial Action Tables are what I tinkered with a few weeks ago to get it to the point where it was asking me for a mailbox number, after I set # in table 1 to Action = Logon, Destination = N and Dialled Transfer = None, following what I found in the onboard Help section for Dial Action Tables:

"Use the N option when you want no Automated Attendant routing to automatically occur. This can be used with the LOGON action when you want to prompt the caller to enter a mailbox number. To do this for the # key (for example), for the # key enter LOGON for the Action and N for the corresponding Number. When the caller dials #, they hear, “Please enter the mailbox number. Or, to exit, press the # key.”

I must admit that Dial Action Tables are very new to me, I'd had no exposure to them until looking into this particular issue/challenge so I may very well be doing something wrong here.

Many thanks,

Dave

 

[bigdave1980]

Hello,

I have a feeling the remote access to voice mailboxes hasn't working for me because the trunks aren't set as DIL. The InMail manual says the trunks need to be set as DIL terminated to InMail for this (and some other features) to work, however for this particular customer the SIP trunks are set as DID and are routed in various different ways via the DDI routing table, depending on which of their 8 night modes the SV9100 is set in at different times of day. Am I right in thinking that if I switch the trunk type for the SIP from DID to DIL it will stop the calls routing via the DDI routing table? I can't change just one of the SIP trunks in this way because I don't know which of the trunks they'd be calling in over to access their voice mailboxes remotely, it could be a different trunk every time.

I think that's what it is, but if anybody can suggest anything else or any other ways of doing it please that would be much appreciated.

Thanks,

Dave

 

[CoralTech]

Sigh,

So these are SIP trunks. That LITTLE detail makes a difference and NO you don't need to be DIL. Chances are your RFC payload isn't set or set to an incorrect number in your SIP trunk profile.

 

[bigdave1980]

@CoralTech Yes sorry, I realised that I hadn't mentioned that they were SIP trunks in my original post which of course I should have done. The relay mode's set to RFC2833 and the payload size is set to 101, as was specified by the SIP provider. If it makes any difference there's no delay after I enter the mailbox number at the prompt, it asks me immediately again to enter the mailbox number, so it doesn't seem to be a timeout. If I enter a random non-existent mailbox number it immediately says "That mailbox does not exist" so I know it's receiving the digits when I key something.

I thought I was on the right path with the DIL/DID thing but obviously not!

Many thanks,

Dave

 

[CoralTech]

Now, make sure that mailbox has a password. Otherwise it will never work.