Small issues since moving to virtual environment and implementing VLAN 1

[CorbinMyMan]

Currently running an IP Office 500 unit. Previously our Voicemail Pro server was a physical server, all on the same broadcast domain LAN (single LAN). Very simple setup.

Late last year I migrated all of our physical servers to a virtualized appliance. In doing so I created 2 VLANS: VLAN1 on the 192.168.200.0 subnet (the default vlan, all clients, workstations, ip office phones, access points, virtual servers are all on this VLAN), and VLAN10 on the 10.1.10.0 subnet (this is the VLAN my virtual host appliance NICs are on). My virtual appliance has 9 NICs in it, used for management. These NICS are on VLAN10. All the virtual servers inside of it are on VLAN1. This was the suggestion of the virtualization vendor. Everything appears to be working just fine. All intervlan routing is working as far as I can tell.

However, ever since moving to this configuration, my IP Office cannot forward voicemails to email anymore. At first I thought it was an SMTP issue with my mail server but SMTP works fine everywhere else. So I tried going into SYSTEM MONITOR and tracing what happens when the system tries to forward a voicemail to an email. However when I select my unit and try to log in it just says "TRYING TO CONNECT TO UNIT xxx.xxx.xxx.xxx" and the SYSTEM MONITOR never can connect. This leads me to believe it's an issue with the vlan.

My question is will a route on my IP Office configuration help this? Is it recommended? I currently do not have a route between the two subnets configured on my IP Office. Is this the answer? Or am I missing something else? Thank you

 

[TomMills]

Are you able to actually log into the system itself through manager?

APSS/ACIS/ACSS-SME
not arrogant, just succinct.

 

[CorbinMyMan]

Log in and manage, yes, I can even use SYSTEM STATUS and see everything. However, from the same server I can't connect using System Monitor... it's very strange.

 

[CorbinMyMan]

Ok I was able to connect the unit using System Monitor (I was using the wrong password). I'm going to try a voicemail to email and see what I can find.

 

[TomMills]

Just seen it's VM Pro. You want to run debug view and leave a voicemail. It will give you and error message.

APSS/ACIS/ACSS-SME
not arrogant, just succinct.

 

[CorbinMyMan]

Debug view? In voicemail pro? I've tried leaving a voicemail to myself while watching System Monitor (I changed filtering options a lot) but it doesn't tell me anything about emails.

 

[TomMills]

It won't because it's monitoring the IP Office itself, but the server is what's generating the emails, not the IP Office, so adding an IP route to the IP Office won't help.

Try this,the traces are pretty easy to read and it should give you a googlable SMTP error. At the top there is a drop down that says "5 - Informational" Change that to 9.

http://marketingtools.avaya.com/kno...office/mergedProjects/general/debug/index.htm

APSS/ACIS/ACSS-SME
not arrogant, just succinct.

 

[CorbinMyMan]

Thank you for the tool! Ran a trace, changed the vmprov5s from 5 to 9 as you said. Placed the call and logged to a file. It looks like ID 14 is for the email handler but I don't see anything concise with smtp failure. Here's everything for id 14 and things I thought were relevant so far (I changed identifying and personal information to generic placeholders):

10/01 13:56:02.154 vmprov5s (14,6) 534, e44: Queued email request for <MY EMAIL ADDRESS>, subject is Voicemail Message (<CALLER ID> > <USERNAME>) From:<PHONE NUMBER>
10/01 13:56:02.154 vmprov5s (09,5) 534, e44: Session: 0000027b - EMailerRequest::Send: Queued email request for <MY EMAIL ADDRESS>, subject is Voicemail Message (<CALLER ID> > <USERNAME>) From:<PHONE NUMBER>, use EMAPI=false
10/01 13:56:02.154 vmprov5s (14,9) 534, e44: < EMailerRequest::Send()
10/01 13:56:02.154 vmprov5s (1f,8) 534, e44: > VMailBox::UpdateFileState(Mailbox: <USERNAME>, Msg: MSG00501, State: New)
10/01 13:56:02.154 vmprov5s (1f,8) 534, e44: < VMailBox::UpdateFileState()
10/01 13:56:02.154 vmprov5s (06,8) 534, e44: > VMailBox::SendMailboxInfo(Name: <USERNAME>, New: 5, [Unopened: 0], Old: 0, Saved: 0)
10/01 13:56:02.155 vmprov5s (06,8) 534, e44: < VMailBox::SendMailboxInfo()
10/01 13:56:02.155 vmprov5s (09,4) 534, e44: Session: 0000027b - New Mail Notify(1) <USERNAME>
10/01 13:56:02.155 vmprov5s (09,4) 534, e44: Session: 0000027b - IntuityRecordNode - Sent recording to mailbox: <USERNAME> <Private: 0> <Priority: 0>
10/01 13:56:02.155 vmprov5s (07,9) 534, e44: < IntuityRecordNode::SaveRecordingToFile()
10/01 13:56:02.155 vmprov5s (0b,9) 534, 61c: VMRegistry::GetRegistryEntry(000001E0, SignalNormalisation) returning "18"
10/01 13:56:02.155 vmprov5s (0c,6) 534, 61c: > SoundsManager::NormalizeWAV(ALAW (18%) file:C:\Program Files (x86)\Avaya\IP Office\Voicemail Pro\VM\Accounts\<USERNAME>\9478c50911174d21a95b9e1f169da0d4.WAV)
10/01 13:56:02.159 vmprov5s (09,4) 534, 61c: Wave file C:\Program Files (x86)\Avaya\IP Office\Voicemail Pro\VM\Accounts\<USERNAME>\9478c50911174d21a95b9e1f169da0d4.WAV, maximum energy was 4.012273, factor used to normalize 1.978242, took 0 ms
10/01 13:56:02.159 vmprov5s (09,4) 534, 61c: Wave file C:\Program Files (x86)\Avaya\IP Office\Voicemail Pro\VM\Accounts\<USERNAME>\9478c50911174d21a95b9e1f169da0d4.WAV, rewritten at 0.180000 FS

10/01 13:56:02.159 vmprov5s (0b,9) 534, 61c: VMRegistry::GetRegistryEntry(000001E0, SendVoicemailViaSMTP) returning "N" <--- this stands out
10/01 13:56:02.159 vmprov5s (14,9) 534, 61c: > EMailer::SendRequest(04D3A310)

10/01 13:56:02.159 vmprov5s (14,9) 534, 61c: > EMailer::SendRequestAtLeisure(04D3A310)
10/01 13:56:02.159 vmprov5s (14,9) 534, 61c: < EMailer::SendRequestAtLeisure()
10/01 13:56:02.159 vmprov5s (14,9) 534, 61c: < EMailer::SendRequest()

10/01 13:56:02.166 vmprov5s (14,8) 534, e44: > EmailMsgHandler::Initialise(00000000, false)
10/01 13:56:02.166 vmprov5s (14,8) 534, e44: < EmailMsgHandler::Initialise()
10/01 13:56:02.166 vmprov5s (14,8) 534, e44: > EmailMsgHandler::Initialise(00000000, true)
10/01 13:56:02.166 vmprov5s (14,8) 534, e44: < EmailMsgHandler::Initialise()

10/01 13:56:02.166 vmprov5s (14,9) 534, e44: > EmailMsgHandler::~EmailMsgHandler()
10/01 13:56:02.166 vmprov5s (14,9) 534, e44: < EmailMsgHandler::~EmailMsgHandler()
10/01 13:56:02.166 vmprov5s (14,9) 534, e44: > EmailMsgHandler::~EmailMsgHandler()
10/01 13:56:02.166 vmprov5s (14,9) 534, e44: < EmailMsgHandler::~EmailMsgHandler()

Thank you so much for your help with this!

 

[CorbinMyMan]

Let me clarify, I've been using Voicemail to Email for almost a decade with no problem until I moved the Voicemail Pro Server to a virtual machine and setup the VLAN like I mentioned. SMTP is working because everything else we have that uses it has no problem. The correct SMTP IP address is configured in the unit.

 

[TomMills]

No worries, thanks for the star. Have you re enabled SMTP in VM Pro since moving it and re added the settings?

That N suggests it's disabled but I don't know enough about those logs to know where. "SENDVOICEMAILVIASMTP" sort of reads like it's disabled on the user to me but it could also mean the server in general I suppose.



APSS/ACIS/ACSS-SME
not arrogant, just succinct.

 

[CorbinMyMan]

I have not re-enabled SMTP. I literally copied and restored the VM Pro database to the new server. How do I re-enable SMTP? I'm looking at it now

 

[TomMills]

In the vm pro client administration > Preferences > General

APSS/ACIS/ACSS-SME
not arrogant, just succinct.

 

[CorbinMyMan]

I didn't see anything regarding SMTP under the GENERAL TAB (though the 'DEFAULT TELEPHONY INTERFACE' was set to 'INTUITY' instead of 'IP OFFICE'), but under MAPI the setting that said "USE EMAIL PROTOCOL" was set to MAPI instead of SMTP. I changed it but it still hasn't sent an email. I'm going to reboot the unit tonight to see if that helps.

 

[TomMills]

You won't need to reboot the phone system. At most you'll need to restart the voicemail pro service.

Under preferences in vm pro you should have an email tab, with a sub tab called SMTP sender. If you don't have that, then it sounds like you're running an old version of software, in which case under control panel on the server there will be a vmpro option in which you can set the SMTP settings.

That said, if it's old software and a new OS, you may run into compatibility issues.

APSS/ACIS/ACSS-SME
not arrogant, just succinct.

 

[CorbinMyMan]

It is the same OS version and IP office version that I was running before I migrated everything to virtual machines.

 

[TomMills]

What version is it?

If you don't see your SMTP details under preferences in voicemail pro, as in server address etc, then they will be in control panel on the server.

APSS/ACIS/ACSS-SME
not arrogant, just succinct.

 

[CorbinMyMan]

I think we are getting close. The setting in control panel had the address to my old email smtp server which was incorrect. I changed it but it still is not working, but there's no email client installed on the server. I'm going to install a client and see what happens.

Thank you for the point in the right direction!!

 

[TomMills]

No worries, I'd also restart the voicemail services once it's updated.

APSS/ACIS/ACSS-SME
not arrogant, just succinct.

 

[CorbinMyMan]

It requested a restart of the VMPro server when I made the change.

I'll keep you updated. Thank you!

 

[CorbinMyMan]

Issue resolved! Once I entered an email address in the control panel option (it was originally empty) it works great!

Thank you SO MUCH for all your assistance on this!!!