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VMPRO (R10.1.7) - Voicemail messages delivered via email with wrong number attached

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blue42comz

Programmer
Feb 27, 2012
14
AU
Hi All,

Wondering if anyone will be able to help with this issue...

Customer has Avaya IPO500v2 R10.1.0.7.0(build 4) and App Server with VMPRO, OXP & Media Manager (all on R10.1.0.7).
Customer has 50+ Avaya 9641 IP handsets.
Users & Hunt groups are configured to send voicemail as email.

Issue...
Intermittently the end user will receive a new Voicemail message via email and the TELEPHONE NUMBER in the email subject does not match the attached voicemail message. Also, the end user will intermittently receive several voicemail messages as an email and the TELEPHONE NUMBER in the subject is the same, but the messages are all from different people.
In short, the TELEPHONE NUMBER in the SUBJECT of the VOICEMAIL EMAIL does not MATCH.

Some additional info...
This problem started a few months ago (when the system was on earlier R10.1.0.0) - the advise from out tech support channel was that there was possible a known issues with "Voicemail messages not being played back in the correct order" (IPOFFICE-139079).
The recommendation was to upgrade the system to the latest release (R10.1.0.7) - which has been done successfully - however, the problem appears to be worse now (or perhaps the customer is coming hyper-sensitive to it??)

Call routing...
Incoming call goes to a hunt group [300] (which they use Manual Out of Service to divert calls to a mobile) >> Hunt group 300 is set to Sequential with a single User [275] >> User 275 is set to Forward Unconditional (incl Hunt group calls) to a Short code (*76275) >> Short code *76275 is set to "Voicemail Collect" / "Day AA" which goes to a "Day AA" module on the VMPRO. Inside the DAY AA there are multiple levels and multiple menu options >> most Menu Options are linked to a Transfer Menu that directs the call back to a specific Hunt Group [501-515] >> The HUNT groups have an overflow setup to a 2nd hunt group [Enquiries VM 517] >> The "Enquiries VM [517]" is sequential, with a single users (252) with a forward unconditional to a Shortcode [*76252] and the Shortcode set to "Voicemail Collect" | "#Enquiries VM" . Hunt Group "Enquiries VM" then has Voicemail Email set to "Forward" to the End Users email address.

If anyone has experienced this (or similar) before or if you have any ideas - it would be greatly appreciated.

Cheer
Cavin
 
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