Voice Mail Messages Delayed by Several Hours 1

[kb5ynf]

We have a Merlin Legend system with a Merlin Mail card installed. We have a coverage group, 599, set for our inside sales staff that rings all their phones whenever a customer calls. If nobody answers the call, it drops into voice mail. The sales staff check the mailbox for 599 regularly throughout the day and especially first thing each morning. They tell me that many times when they check the mailbox in the morning, they will find calls from the morning of the previous day. What would cause such a delay in receiving the messages?

Thanks!

 

[merlinman]

A couple of things come to mind:

1) clock wrong in Voice Mail

2) Voice Mail Calling Group set for Circular not LINEAR hunting. (Causes the port that turns on the Lights to be busy when it needs to send the signal)

With Merlin Mail, the LAST PORT has the task of turning on the lights and doing outcall.

-OR-

3) No Touch Tone Receivers available when the port needs to turn on the light. (This can be detected in the ERROR LOG)

 

[kb5ynf]

1) Clock is correct.
2) Voice Mail Calling Group is set for LINEAR hunting.

I'll check the logs to see if I come up with anything.

Thanks for the information and if you think of anything else that might help, I'd appreciate it.

Regards

 

[kb5ynf]

I checked the error log and there were a few errors out there but none for the voice mail card. However, almost all of the errors were for slot06 port00 which is a 100D card that connects our switch to a Merlin Legend switch located at a sister company of ours down in Texas. I'm not 100% familiar with the configuration between here and there as far as the switches go because it was all setup before my time and I've never had to change it. But it is something like the following.

They have their own switch but no voice mail card. Their voice mail is stored on our card in Arkansas. They can call us and we can call them directly via internal phone extensions but they have their own trunks and long distance. We are connected by a T1 half of which is allocated to voice and the other to data. The folks at the Texas office have the same complaint about voice mail.

I spoke more to the salesman here who checks the mail box and he said that this happens a lot. But the delay is not always so long. For example, he may check the mailbox at 10:00 am and pick up a message or two from shortly before that time; but then when he checks it again at 11:00 am, he is very likely to have messages with times of around 9:00 am. I have other coverage groups setup with voice mail and we have never had any problem with those groups. But the sales group receives a lot more calls than the others.

Here are the errors that were listed for the 100D card, all for Slot06 Port00:

Invalid Sanity Response - Code 7804
Command Buffer Full - Code 000E

Most days these errors occur once every hour or so; but I noticed that on one day they occurred about every five minutes for over an hour and then it settled down.