TVM50 4 port voice mail silent messages

[daveybc]

I have a customer with a TVM50 4 port voice mail system that we just installed that is recording blank voice mail messages. It is happening to all employees randomly and daily. The voice mail system is taking messages that are fine but everyday a few different employees also get a blank message in their mailbox. They are not getting anyone complaining about them not returning their calls. They are like intermittent phantom messages. I have tested the disconnect supervision from lan line and it seems to be disconnecting off the system in an adequate amount of time. Any ideas what the problem might be?

 

[obtsystems]

when they get the message where does it say it came from... caller id announcement from vm

 

[daveybc]

The customer does not have caller id.

 

[obtsystems]

You did not say what system the unit is on, one thing to check is the VM ports are connected to the correct ports on the telephone system, IE port 1 on the vm is unit 1 port 1 on the system and port 2 on the vm is conceited to unit 1 port 2 etc, I have seen this to cause problems due to the telephone system is telling the vm that the call is on different port.in that case it only affected the 3 and 4th call in to the VM

 

[daveybc]

The tel system is a kxtd 12/32 hybrid. THe old voicemail tvp100??? the one with the hard drive was failing so we replaced it. At this site we use full AA. The VM uses the last 2 ports off the tel system programmed as ext 165,166,167,168 ( voicemail ports ). No programming had to be changed in the tel system as we were just replacing the voicemail. One thing that does concern me is that I installed the 2 port expansion board in slot 3 by accident. When I dialed ports 167,168 on intercom the ports didn't answer. When I had a better look ( thanks to the black numbered slots ), I took note and moved the board. Would that have tweeked anything? All ports tested OK after moving the board.

When I first set up the voicemail it ask what ports are used. I believe I put in 165,166,167,168. or perhaps 131,132. Using DPT integration, 8/16 12/32 hybrid selection,and FX1D for transfer mode. It's been running a few weeks so I can't remember the procedure I used for extensions connected. Could something gone wrong on setup? If a call came in and no disconnect supervision was received should the voicemail record a silent message? I only dabble in these systems to help out some of my old customers and work off my old cheats to get them set up. So I welcome any input. Dave

 

[obtsystems]

If someone called in and did not hang up for a second or two after ogm, it may record a silent message, but if the customer is noticing this as from the old system, it sounds like it was not something that happened a lot before. I would try to ring in to 4 mailboxes at the same time, even internal calls dialing in to vm and use #6 and a extension number and leave a message to 4 mailbox's from 4 phones at the same time and see if any of them leave a blank.

the fact that you rectified the port problem should be OK, as long as the cables to the ports are not mixed up 165/166 should be in port 1 of the vm and using a 2 pair cable to the port

 

[daveybc]

THanks, I will give that a try from on site. I will follow up.

Go Canucks!!