Samsung Officeserv 7200 - voicemails missing

[robatwork]

Hi,
We have the above switchboard, and are getting lots of clients telling us they are leaving voicemail messages but we aren't ever receiving them. However we are getting most voicemails. There is no pattern - yesterday a particular client tried 4 times, I even saw their number coming through, they heard the voicemail attendent pick up, and left a message. We never got it. Today the same client from the same phone rang in, we saw it, they left a message and it worked fine - we heard it.

The entire VM module was replace a couple of days ago with no improvement.

Does this sound like the whole phone system has to be thrown out?

thanks

 

[OldAndKnackered]

Did anyone press anything? If you press # when the phone is ringing, you send the call to the mailbox of that phone. If not, then it does sound like some kind of version incompatibility or database corruption.

Systems
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Technology
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[robatwork]

Thanks for replying.

We have already had all the "personal" mailboxes deleted so there is only one now. And also had the entire VM module and hard disk replaced.

 

[montyzummer]

Have you -reimaged the SVMI ?? what firmware level is the 7200 on and what is the SVMI on and what type of svmi is it??

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[robatwork]

Hi,
I believe our phone people have done the reimaging. I am no expert on this system but to try to answer your questions I have gone into the installation tool
The S/W version in 2.1.1 is 10.05.03 V4.46d

However I have a sneaky feeling that you mean the voicemail card itself and I have no idea how to obtain the f/w version. The box itself has SVMI-20E marked on it.

hope this gives some info, am grateful for any suggestions

 

[montyzummer]

ok 4.46d is a fairly recent version , so thats ok and a 20E card fits fine.

When you say that you never recieve the message what do you mean , simply the message never hits the vm or it does not light the message lamp?

Can you actually access the SVMI and look at the current activity when a call is active , as that sort of trace will give me and you a whole lot better idea of what is going on , it could be something as simple as the mailbox has turned it self to an announce only , so it will play the message greeting but then drops the call (this was a funny bug with the SVMI under certain conditions) , but the activity log of a failed and active call will i`m sure point us in the right direction.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[robatwork]

I believe the phone support guy is dialled into the VM and tracing all currently. It's random - the symptoms are that a caller always hears the auto attendant pick up and announce, they press 1 for a particular function (support) and then hear the VM greeting if it isn't picked up. They then leave a message.
On one occasion the VM light flashes and we get the VM
On the next occasion, the light doesn't flash and there is no VM.
There is no pattern - from my mobile phone for example it always leaves a VM properly.

Having spoken to the phone people they have also talked to Samsung without solution so far, but I appreciate any light you can throw too.If the mailbox goes to Announce Only, would it then go back itself to record?
thanks

 

[montyzummer]

No ceratinly not , so that appears to get rid of that theory , this sounds to be a group VM box and the SVMI can be set up in a few ways to get the same end result.

Without looking at the switch config(IT TOOL) knowing how the call routes to the VM and how the mail box is set up , I am really stabbing in the dark , if you can provide a switch config some screen shots of a failed call and the info like mailbox number(svmi) group number(IT Tool)and method of VM routing .

As a test can they set up a test hunt group with members in , overflow after say 5 secs to the pilot number of the SVMI in the group settings page ,create a mailbox and extension in the svmi for the test group and bombard with calls to see if the problem replicates , as that is the simplest way to get to group VM. The users will need a key assigned to show the message as active and recieved.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[robatwork]

Hi Monty - thanks very much for the suggestions and offer of assistance. At the moment I have sent the entire phone database off to Samsung who want to replicate it on their test system so hopefully they can shed some light. If not I may well do as above. And just to prove someone gets your name, hopefully you won't get your revenge.....

 

[montyzummer]

Ha well spotted , let me know how things transpire.

APSS (SME)
ACSS (SME)
ACIS (UC)