Resetting Merlin Messaging

[franke]

I have a customer with a Merlin Messaging 2.5, who's Auto Attendant will occasionally stop answering calls and they resolve the problem by shutting down and restarting the phone system, a practice I don't endorse. They don't have a 'programming' phone or WinSPM, so they can't reset the module via software.

I recall hearing that if you removed the PCMCIA card and reinserted it, that this would reset the module, eliminating the need of shutting down the entire system. Has anyone actually tried this? If so, are there any 'gotcha's' that need to be watched for?

Thanks for any input.

franke

 

[Pepperz]

I have done this, it works fine, it just takes a couple of minutes to reboot.

 

[franke]

Thanks Pepperz. I'll give it a try (and run like hell if it fails)

 

[TouchToneTommy]

Had a customer decide to take the PC card out of the Voice Mail and put it in her desk drawer "for safekeeping". Gotta wonder about some people!

 

[bobsou]

that is what the avaya help line tells it customers to do

 

[franke]

I believe you're right, bobsou, but unlike TouchToneTommy's customer, I believe they intend that you put it back in.

 

[Rainman10]

The VM hanging-up can be caused by numerous reasons. You may have power issues, grounding issues, or contention issues. Assuming you have an ample sized on-line UPS which supplies power to your switch and VM, and assuming you also have a properly grounded and bonded switch you have 3 possible causes.
One, have the voicemail port extension numbers assigned to the att console DSS field so you can verify that all ports are not busy when this symptom occurs. This will tell you allot about contention during your peek times.
Two, verify your magix's return transfer feature has atleast 2 or 3 more rings selected than your VM coverage path is set to send calls at. If your PBX is set to return transfered calls after 5 rings and your VM coverage path also sends to the voicemail after 5 rings, then you run the risk of either your "link" or ports gong insane. Reboot required.
Three, there may be a software issue. Prompt 7 (rather than 9)off the main admin menu will tell you your software release. Avaya should be able to tell you if there are any known issues ... if your can figure out how to lock up your VM at will that is 1/2 the battle of resolving it.
Goodluck.

 

[franke]

Rainman, thanks for the advise. Unfortunately, item 1 is not an option (no attendant console), but I will try items 2 & 3.

franke

 

[Rainman10]

You can always put those VM extensions on a set that has some empty buttons with lights. They are just busy indicators. Also, if this is a multi-carrier magix make sure that all carriers have their own seperate #10 solid copper ground to the grounding block. Sometimes people have daisy-chained the ground from carrier to carrier and this can cause your problem. And if you are not using an online UPS make sure all carriers are working off the same dedicated electrical circuit. For a dedicated circuit you need:
1. Dedicated hot and neutral
2. Isolated ground
3. Assured ground

Many times when you tell an electrician you need a dedicated circuit he will only provide you with a dedicated hot. I have seen something as simple as surges from a laser printer lock-up a drive based voicemail on a supposedly dedicated circuit.