UM 4.0 a few users not recieving msgs in Inbox

[ruth88]

We have a customer with UM 4.0 who have a "few" users that do not receive voice messages in their INBOX. We did an FEDB rebuild and it did not correct the issue - as I guess it has in the past. Any ideas?

 

[texeric]

Is this MM for Exchange, Lotus Notes, or MSS?

Do you see messages stuck in the Spool folder?

Are there events in the application event log that may help identify what the problem is?

http://www.theviagroup.com

 

[ruth88]

This is not MM - it's UM 4.0. Is the Spool folder applicable for UM?

 

[ruth88]

.....for Exchange

 

[texeric]

Wow I haven't worked on UM in years (Assuming you are talking about Avaya/Octel Unified Messenger. But yes the Spool folder was there in that version. Are there files in that folder?

http://www.theviagroup.com

 

[ruth88]

We'll have the customer check - we don't have remote access - go figure !! Thanks!

 

[texeric]

I'm assuming there are files in there. When you said you rebuild the FEDB are you just resyncing the existing FEDB file or are you actually rebuilding the file from scratch?

The messages are being taken from callers just not delivered to Exchange, correct?

http://www.theviagroup.com

 

[ruth88]

We rebuilt the FEDB from scratch and it did not resolve the issue. Yes, messages are taken from callers and can be accessed via TUI, but not delivered to Exchange --- just for a few users.

 

[texeric]

If they are not delivered to exchange then they are not available through the TUI (UM 4.0 did not have offline access). If they are in fact able to review these messages through the TUI, then they are being delivered to a mailbox in Exchange, maybe just not to the mailbox you are expecting.

You can review the verbose logs to see where it might be delivering these messages to (legacyExchangeDN address).

http://www.theviagroup.com

 

[ruth88]

There are entries in the SPOOL folder. Is there a way to try to re-send these?

 

[texeric]

I believe in that version it stop trying after a few attempts. You will need to obtain a program called spooldump from Avaya or your maintenance provider in order for them to be reattempted for delivery.

http://www.theviagroup.com