User Name Change - VM Pro Not Creating New Folder

[IPScec]

I cannot be the only to have experience with this issue. We have a few clients (all 8.1 and the latest release of 9.1) that have issues every time they change a user name. They have higher turn over in employee's and when someone leaves and a new person starts, they expect to be able to simply change the user name, full name and voicemail code/email for that new user. However, the voicemail pro does not always create/flow to the new folder for the new users name and the voicemail messages continues to play the old persons greeting and drop messages in that folder, although it is no longer accessible via TUI.

We end up having to delete the user all together, delete the VM folder, name greeting and personal greeting files, merge, recreate the user, restart vm services and hope that it works correctly. Is there a "best-practice" out there for changing a users name other than changing the User Name, Full Name and Pass code and merging. Shouldn't that be the entire process?

I have been told by Avaya that they think it's a corrupt database. Has anyone else experienced this and does reinstalling and re-building the .mdb fix it?

Appreciate your input on, what should be, such a ridiculously simply thing.

 

[WCeightoh]

What I find is that if you change the name of an extension on newer releases, it renames all of the folders and associated files for you. Which is kind of cool, considering that you don't need the user to re-initialize their voicemail box every time you edit their username. I think this is a feature.

I've got a customer that's very high turnover (750+ users across multiple sites). The easiest way to fix this for me has been to go open Users in Voicemail Pro Client and do Reset Mailbox. It'll clear the mailbox out, then you can go in and rename the extension and it should all be brand new.

 

[jhengel]

I have also been experiencing this issue on the later releases but it is most certainly an issue and not a feature. I use to see this on older releases but then on R7-R8.1 I did not see this bug at all, it was perfectly fluid to simply change a name and username and it would create a folder with the new name for you just fine.

However, on the r9.1's we have deployed; it will ring the proper extension but then drop the call into the OLD user's mailbox. This makes the voicemails basically inaccessible because nobody thinks to log into voicemail for the old extension and have no way to know the message is there since there is no voicemail light lit, etc.

This recently started happening to a customer we updated from R8.1 to R9.1(sp1) and disty recommended updating to R9.1(sp3) to hopefully solve the issue but it did not. Since this is the latest release, if we reinstall and import all VM Pro settings will that likely eliminate the problem or import the problem? If we manually move files I do not believe the greetings and such would be active for each user.