VMPro (2.0.16) Random Blank Voicemails

[chrisdunc]

I have VMPro (2.0.16) on Win2K Server (I had it originally on an XP Pro box but was advised to change to 2K) and all works fine except that I have started getting blank Voicemail messages (1Kb in size), initially I thought the caller hung up when they got the Vmail message, but that is not the case!
I know this because it happened to me when I was doing some testing re: this problem.
The thing is, it is very random as some messages get recorded fine.

My first fix was to restart the VMPro service, the problem appeared to go away. Until my chairman left 4 messages for his PA and two of them were blank.

Interestingly though, it appears to be affecting only 2 users; although I don't want to ask the whole company because all kinds of grief will probably happen then!
This has become a real issue now, as my chairman is now aware and very angry!!

So any help gratefully received!

Chris

 

[IPGuru]

check the usernames in the IPO, adding a space onto the end of a username can cause some very strange problems.

 

[chrisdunc]

Thanks for that, but I'd read that earlier and checked but there are no spaces in the usernames at all - eg. AliceW, AlisonB, etc.

I'm running VMPro as a service, is there anyway of running it from the desktop as a program like the 'old' Voicemail' did???

I've checked all the power settings and it's not going to sleep either.


Regards

Chris

 

[MrIPO]

It should not matter is the service is running or the Application is installed. If you did want to try the application, deinstall the Service and Install the Server from the VOICE MAIL PRO Add/Remove programs suite in the control panels

I would suggest that you look at the trace file from VM Pro when the fault happens. You can find the file located in C:\DbgOut.txt, make sure as well there are NO MAPI errors.

Make sure as well you have not installed VPIM interface or IMS server. Only de-install if you are not using them.

 

[chrisdunc]

Thanks for that, I now have VMPro running as a program.
There were no MAPI errors in the very confusing file that it dbgout.txt!!!
VPIM & IMS were not installed either.

My main problem is that my chairman sends his PA a voicemail every morning with a list of stuff to remind him when he gets there and this always seems to be one that isn't recorded!
I am also running sysmonitor to get a trace of what's happening. Is there anything specific that I should be tracking????

Chris

 

[IPGuru]

Always Chairman leaving msg for PA?
if this is the only VM going astray I would be suspecting user error, check what number the chairman is calling.

Are his msgs ending up in a group mailbox that no one is cheking?
Are they even ending up in his own mailbox which he never checks?

 

[chrisdunc]

Hmmmm.... Interesting!

I was doing some testing here and was watching the VMPro console whilst leaving a message at 7.30am this morning and 2 things struck me:
1) The tone that is played after the user greeting was a bit of a squawk!
2) The call is hung up immediately after playing the user greeting!

So I renamed the greeting and tried again. This time it played the name stamp then the default greeting and I was able to leave a message!!

I will try again tomorrow morning, oh did I menton that this almost always happens to messages left before 8.30am, Could there be anything to do with a time profile??? That would be mad but hey, nothing could suprise me about this!

The message thing could make sense as I have upgraded my system from and Alchemy ArgentBranch to the IPOffice and just copied all the Vmail greetings stuff over.

Who knows.... Either way I'll let you know on Monday morning.

Regards

Chris

 

[mark83t]

We are also having issues with this. We have voicemail lite currently. For one of our employees I can leave a msg from an internal phone, from a mobile and from an external number but every time she gets a msg from her sister it will not record it and leave a 1kb file in the accounts folder. But her sister was able to leave a msg on my phone.
I have got her to re-record her voicemail msg. Will see if this solves the problem. Any other ideas? Also have checked that there are no spaces in user names.

 

[IPGuru]

Spaces IN user names are fine. A space on the end of a user name will cause major problems & is not obviouse to spot.

to enable the event viewer on vm pro, go into services & change the log on details, set them to local account & enable interact with desktop.

if only 1 caller is having dificlty & it all works form elsewhere then user error has to be the prime suspect.

allso it could be that the tone of the sisters Voice is beeing confused with a DTMF tone you need to watch the monitor trace from VM to see if the ewrror can be seen

 

[Morrack]

Over the years I have run seen on several occasions where a frequency in someone's recorded greeting (or name prompt) fools the system into thinking it's a DTMF tone. Re-recording the greeting works 99% of the time.

Have you had any more trouble, Chris?

Peter

 

[crashtest1000]

We have had somthing simalar occurur can you tell me are you on ISDN or Analogue CO's?

 

[chrisdunc]

Well it appears we have cracked it!

Because we upgraded from AgentBranch with basic Voicemail to IPOffice with VMPro there appears to be an issue with the original greetings!

After re-recording all the user greetings we've had no further issues.

FYI: We are on ISDN30 PRI.

Thanks for those who offered advice!

Chris