Voicemail Issue

[USArmyVet9499]

Greetings:
Here is the issue I am dealing with.... I have a user who will go to check her voicemail and the messages are cut off or about 2 secs long. She reported this before, where we deleted her voicemail box and built her a new on the same extension. Problem went away for a week or so and has now resurfaced. The problem does not happen with every voicemail. Yesterday it was with one caller, today she reported it happened to six callers. I thought of testing by calling myself, but I don't believe it will provide me with any helpful information, especially since the problem is intermittent. This problem does not discriminate to area codes. In the list she provided, I have 614, 740, 513, & 562 area codes. What I do not know is whether the callers are landline or cell. We work in the private healthcare environment, so these are patients as well as business. While it is not happening to every phone in the system (so far just this one extension), it could still become business impacting. I could use some help from any Mitel gurus out there. We currently use a Mitel 5000 system. Thank you.

Sean

 

[RAMitel]

Within the mailbox settings there is an option that is on by default "Deliver Hangup Messages (When CLI is Available" it is possible that the caller is reaching voicemail then hanging up, the voicemail will then have a message with little or no content.

 

[kwbMitel]

Does she update her greeting often?

If so, listen to the greeting and see if there is an audible tone at the end.

Users press "Any Key" to stop recording and sometimes the tone gets embedded in the greeting.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[USArmyVet9499]

RA - when the callers get "cut off", they can back and can now leave a full message or the get the user and tell her it happened. She reported that it happened again after if deleted and rebuilt her phone and voicemail box.

Kwb - no, she does not change her greetings. Just about never.

 

[RAMitel]

Some suggestions.

Within the Mitel System Administration & Diagnostics tool there is a SMDR collector I would run this to find the incoming calls (You can leave this running and output to notepad) you will be able to see the incoming CLI to see if it is mobile or landline also the result field will show if the caller ended the call or the system.

You could also check the Voicemail avdap logs for anything unusual the below is an example of normal operation.

[83567 4-08-2016 13:31:07 VMAIL1]Call source is trunk - accepting analog DTMF
[83568 4-08-2016 13:31:07 VMAIL1]Call to app 2500 from 0123456789 for x442
[83569 4-08-2016 13:31:07 VOICE1]Playing user-recorded file db/rcrdings/4.n08a - ITU-T G.729 Annex A (8000 bps)
[83570 4-08-2016 13:31:17 VOICE1]Recording started (file db/rcrdings/1f.n08a): Up to 300000 bytes available
[83571 4-08-2016 13:31:17 VOICE1]Set playback gain to 0 dB, set recording gain to 4 dB
[83572 4-08-2016 13:31:36 VOICE1]Recording stopped (file db/rcrdings/1f.n08a): Added 17980 bytes for a total of 17980 bytes
[83573 4-08-2016 13:31:36 VMAIL1-NS442]Digital term(rec): PHYEVENT_disconnect
[83574 4-08-2016 13:31:36 VMAIL1-NS442]Delivering 5th msg to mailbox 442 on 4-08-2016 at 13:31:36 from (5:0123456789)
[83575 4-08-2016 13:31:36 VMAIL1-NS442]New Hole - Offset 1662, length 225
[83576 4-08-2016 13:31:36 VMAIL1] Sending Disconnect ACK
[83577 4-08-2016 13:31:36 DISPATCH]Terminating VMAIL1
[83578 4-08-2016 13:31:37 LAMPS]Turning on lamp for x442 (mb442 - 5)
[83579 4-08-2016 13:31:37 EXEC]System is now idle.