User says not getting VM messages until hours later

[1norteltech]

Meridan Mail 11; 61C rel. 25.40 with Mini-Carrier remote in off-site building; 2616 phones. These 2 women(and only these 2)said they checked their voice mail late Friday afternoon. today they checked messages early in the morning and they were from early Friday afternoon. They say this happens alot. Situation cannot be duplicated. I basically told them they are crazy and that mail takes the messages in real time. If you check your mailbox the messages are there, they don't magically appear later. Just thought I'd see if anyone else had heard of this happening. No errors in mail or 61.

 

[ArchTelecom]

Yes...I have had the same complaints years ago with Meridian mail Rel 13 and earlier.

 

[phonz1]

there are problems occasionally with delayed messages, I would run a session trace on those mailboxes and see if you can find anything. Also, I'd assume that more people are affected by this

 

[1norteltech]

How would I do a session trace? I haven't had to do much in mail. Thanks.

 

[PERRYPJ]

Session Trace is in TOOLS

OLD ROLMEN WORKING ON NORTELS

 

[1norteltech]

Did a session trace. It only goes back 2 days and didn't really show me anything usefull. Any other Ideas?

 

[pronei]

Flogging of user?

 

[larry501]

I had this same problem a few years back with Meridian Mail, before I went to Call Pilot. There was a buffer setting (range) in the PBX that had to be adjusted. Unfortunately, I don't remember exactly where this setting was or what it had to be set to. My vendor (after denying there was any issue) eventually found the problem and fixed it.

 

[Dphone]

I'm Using CallPilot 4. Once in awhile I have a person complain about the same thing. I'm convince it is the user and nothing is wrong with the vioce mail system

 

[grumpyone60]

I have heard this complaint on every VM system I have worked on(and I have worked on a few) . I think there is a delay on machines between when it receives the message and when it gets to the user. The messages are there, but are not accessible until after a routine is run or something. I have never been able to simulate it enough to trouble shoot it. It doesn't happen often, just enough to be very aggravating... I have also had the complaint on CP

 

[PERRYPJ]

The Buffers you want to check are CQSI and CQSO, make sure they are twice the amount of the channels. If you have 12 channels they should be set for 24 or more.
If this is correct I would out the box and then recreate it

OLD ROLMEN WORKING ON NORTELS

 

[tnphoneman]

You are correct on the session trace. You only have 48 hours worth of data you can go back on. Have the user call you as soon as they experience the problem. You can see every instance that the mail box is acessed.

I have been working on the Nortel product line for 20 years now and every time I have gotten this complaint and tracked it down it was always the end user. Blame the technology. Most of the time you will have to end up taking the session trace prints to their boss to prove that the message was delivered. Usually their boss complains that they are not responding to voicemails and they use voicemail to CYA.

In 20 years I have never found this to be a viable trouble with Meridian Mail or CallPilot, the products work.

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[ArchTelecom]

I agree with grumpyone60. I have experienced this with many different VM systems from retail to carrier grade. Although I have gotten complaints about delayed msgs from hours to days...even one that had an occasional delay of a month.

 

[1norteltech]

Checked CSQI and CSQO they are set at 200 each. I'm still thinking ID10T error with the user. I've been at this hospital for 7 years, and these 2 women are the only ones who have complained about this. Just so you know, they work together and another of the complaints was that one of them never responded to a doctor's voice mail. She said she never got it.