Voicemail dropping all calls during message?

[PBXII]

We have Magix Release 3.0 v7.0 at a location that is currently being remodeled and the building is now vacant. During the remodel all of the employees left a message on their voicemails alerting callers to their temporary phone number until construction is competed in October. For the remodel all of the phones were disconnected, but other then that the phone switch was not touched.

Issue: The problem is when a person calls the location the voicemail picks up the and the auto attendant works and will transfer the call to the user’s mail-box but half way through the message the voicemail drops and the call is not allowing for the full message to play so the caller cannot get the employee’s temporary phone number at their current location.

Has anyone experienced this? Or can anyone advise on where I should start to trouble shoot.

Thank you in advance.

 

[tdaugirdas]

What kind of voicemail system is it? Legend 007 MLM, Magix voicemail? What release, version? When the phones were "disconnected" - were they physically removed? If so - was the voicemail system reprogrammed to indicate that the extentions have no phones?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[PBXII]

The voicemail is a Merlin Messaging System Release 2.5.
The phones were physically removed, but the voice-mail has not been programmed to indicate the extension have no phones. Will this effet to auto-attendant or the extension messages?

thanks

 

[tdaugirdas]

It may - if you go back into voicemail admin and change the extention status - to "has no phone" - the call should go immediately to the extention's voicemail box. I would also check the processor error logs for any additional clues. If you intercom dial an extention on-site - does the full extention's voicemail prompt play or is it also cut short?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[tdaugirdas]

It could also be that the extention's prereorded greeting is exceeding the time limit - make sure that is not so. On rare occaision someone's voice can imitate a touchtone sound - and really screw things up - but this is very rare. Another possibility is your voicemail hard drive may be failing due to sector errors.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[PBXII]

I am going back and changing each mailbox and programming them to "have no phone".

Because we have no phones or employee's on-site during the re-model, I cannot Winsp and be transferred by *10 to look at the error logs.

After changing each mailbox to have no phone- I will see if that helps. Thanks again.

 

[tdaugirdas]

Is it happening with ALL phones - or just some? If some - it could be that their recorded prompt is too long. I would change only one or two extentions to "no phone" and then call in, transfer and see if it helped. If it did not, then something else is going on.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[PBXII]

-It must be something else, because it is even dropping as I am administering the vm boxes.

I am going to check with our LEC and see if there is an issue with the line.

And go from there. I will let you know what the issue was.

Thanks

 

[tdaugirdas]

I am assuming this system was working correctly in the past - and all you did was remove the phones - while the offices were being remodeled. I assume no one messed with any programming. But I would for sure check the processor error logs - they can give you clues to the problem. You need to either bring a 20L with you or a laptop with the connections needed for a T/R port or the processor admin port.

Tom Daugirdas,
President
STCG, Inc.
stcg.com