Voicemail Hangs up after initial prompt - IPOSE 11.1.2.1.0 build 3 3

[BFG9K]

Hi All,

I have a very weird issue with our Voicemail Pro system, the VMPro service is running just fine and plays prompts no worries, however if someone calls another user and gets their voicemail, it will play the greeting prompt, then hang up on them and no message will be left. I've rebooted VMPro as well as the entire stack, plus I've tried failing it over to the Secondary VMPro, the same issue happens.

I am super confused, this was working just fine a week ago and nothing major has been changed, any insights would be welcome.


Cheers,
BFG9K
Avaya IPO/ACCS Technician
Melbourne, Australia

 

[sizbut]

What happens with external calls that go to voicemail - same? is it just one particular mailbox or all?

My first suspicion would be that the voicemail server is doing exactly what its set to do.

Intuity mode, through their mailbox, the user can set their mailbox to not take messages (press 5, then 7, then 1).

IP Office mode, as above but press 3, 4, 8. Need to record a new mailbox greeting to turn off.

Using the Voicemail Pro client, check the contents of the Leave call flows (both the default one and the ones for individual user mailboxes) to see if they've been customised in any way.




Stuck in a never ending cycle of file copying.

 

[BFG9K]

This is happening for ALL users, even newly-created ones. Doesn't matter if the call is Internal or External, if it hits a voicemail box they will hear the greeting prompt then it will hang up on them.

I've got a ticket open with Avaya, I'll post my findings here when I get something.

Cheers,
BFG9K
Avaya IPO/ACCS Technician
Melbourne, Australia

 

[sizbut]

What happens when a user dials *17 to collect messages?

Try customizing the default leave startpoint and see what happens. If you customize it with by adding a Leave Mail action it will actually emulate normal uncustomized operation. Do that, save and make live and see if it has any effect.

Stuck in a never ending cycle of file copying.

 

[derfloh]

Sounds like if the default leave start point is adjusted…

IP Office remote service
IP Office certificate check
CLI based call blocking
SCN fallback over PSTN

 

[BFG9K]

Legends!! I've no idea who adjusted our default Leave start point, but there was some logic in there that I suspect was failing. Deleted everything from the Default start point and I can leave/retrieve messages OK now.

Have some stars.

Cheers,
BFG9K
Avaya IPO/ACCS Technician
Melbourne, Australia

 

[snowman50]

I had a similar scenario
New install all working properly

Then the day before cut over the voicemail users answered then hung up

Couldn’t understand what happened.
After searching for any changes I made.
It turns out It was the default start point with a generic message in it and then nowhere to go.

I hadn’t changed anything ….!!! then I realised I was messing on a test system with the vmpro config on my laptop.

Some how this part of the vmpro module got saved to my new system

It was because I new I did this on a test system to see what happens,I was quickly able to work out what changed.

I still don’t know how only this part got uploaded …
but because it was fresh in my mind I could see the problem fairly quickly.

 

[IPGuru]

Good call derfloh
I dont think I have ever made any changes to the default user start point in a live environment & I suspect this one would have had be tearing my hair out for some time if it had happened to me

Do things on the cheap & it will cost you dear

ACSS