Voice messages skipping around. Parts of messages missing.

[jayjr1105]

Hey guys, IPO 9.0.5 Mostly digital phones with a PRI. Customer is experiencing voice messages with missing audio. It's hard to explain but little 1 second parts of the voicemail are missing and sometimes important information is lost. This particular voicemail is for a dairy farm and the messages are clients putting their orders in for Milk. Listen to the below file and tell me how many chocolate milk pints the guy orders.

https://www.dropbox.com/s/fl79hgqgbi5rnjc/voicemsg.wav?dl=0

Bad SD card? Format and re-create? If so how do I retain their VM and AA greetings? Never dealt with any SD card issues before so suggestions would be appreciated. Thanks!

 

[amriddle01]

Get it off Intuity mode if it's on that, it's troublesome. Failing that it may be the SD card, you can copy the files directly off one and on to the other after formatting the new card, that should work but it's not supported and you'll need to transfer any licences with Avaya/BP

 

[jayjr1105]

It's IP Office Mode. First thing I checked.

Are DYNAMIC/LVMAIL/AAG the only folders I really need to worry about backing up? Other than the config itself of course.

BTW this customer declined any support contract whatsoever from us. Should I just refer them to Avaya support and say good luck? The system is only 4 months old and is under the 1 yr basic warranty. They will pay out the nose with us doing it, especially with it needing to be done after hours but won't Avaya direct support be free?

 

[amriddle01]

They will not get any support from Avaya, even if it's 4mins old

 

[jayjr1105]

So guys, I formatted and recreated the SD card a couple weeks ago and they still having the problem. I noticed they released SP6 for 9.0. I suppose I'll try that to see if it resolves the issue but I wanted to ask you guys if there's anything else that might need looked at before blaming the SD card. Because if it's not the SD card I would like to avoid getting a new one and going through the nightmare of license transferring.

 

[Telecomboy]

Not sure who your distributor is, but license transferring is a simple process. Same day turn-around most of the time.

 

[jayjr1105]

Oh, I thought it involved Avaya directly. Cool, good to know.

I will upgrade the firmware sometime this week and if that doesn't resolve it, I'll get the ball rolling on an SD replacement.

Thanks!

 

[jayjr1105]

Well guys, I just experienced this issue myself on our very own phone system. IPO 9.0.2. Got a voicemail and the lady said her telephone number was "653-27, thanks bye!" clearly it cut out a couple numbers there. The one thing I am thinking is that it might be isolated to VM-->email. Both us and the problematic client have MS exchange mail servers on premises. I feel like it might be whatever turns the avaya voicemail file into a .wav file. Really concerned as we have 16 systems out in the past year and a half using embedded voicemail.