VoiceMail Lite problems

[Machstem]

Since I never received an answer or any advice on the avayausers.com website, nor can I find "error code" references on Avaya's website, I decided I'd bring my question(s) here since there seems to be an active avaya community.

http://www.avayausers.com/showthread.php?p=40926#post40926

(my thread on the other website)

I will simply copy/paster what I have written and will hopefully provide all of you with any information you may require to assist me.

QUOTE:

Hey all,

I'm fairly new to the whole avaya thing, having only done a handful of courses and basically relying on our vendor and the web for support.

I have been having a weird issue with one site's voicemail, I will try and explain everything that is wrong while giving as many details to the site's configuration as I can.

The site is a school which doesn't require more than a simple answering service. The machine which has the VoiceMail Lite program running has the following hardware/software/OS:

Dell optiplex gx260; 512mb RAM; 40gb HDD; Windows XP Pro EN +SP2 and updated

It is plugged directly into one of the IP Office 403 LAN ports. The system is running on 3.2 59, and the VoiceMail Lite is version 2.1 (4).

The system works fine for the most part, but on my VoiceMail Lite screen, I continue to get an error message everytime it tries to perform its <housekeeping>. I will try and detail it as best as I can:
- TIME_STAMP - House keeping started...
- TIME_STAMP - Problem with HouseKeeping for <Main>: Cannot perform house keeping: Cannot find class of service <default>
- TIME_STAMP - House keeping complete

Now, Main is my Main huntgroup where most users dialing in will end up leaving a voicemail. again, this is a school, they need a limited and reliable VM service.

Every so often, last week (as an example), the only message which continuously appeared on the VM Lite log screen was the following:
- TIME_STAMP - Session timed out

When this message appears, normally both lines are tied up and cannot be released until you reset the system. The Line Appearance buttons show the lines as being used, yet no1 is on them.

I had this issue before, I cleared out each of the account folders and let the system re-create them. It worked fine, but eventually started acting up again.

When I first had the problem, especially with the Housekeeping error(s), I noticed NONE of the voicemail messages (.WAV) files were being deleted. Also, every once in a while, the receptionist would tell me her "new message" light would light up, yet she had no messages. A system reboot helped with the issue until the next time.

I have scoured the internet in hopes of finding answers but to no avail.

If anyone could offer any tips as to what the possible cause is, it would be greatly appreciated. I can't find any documentation to relate the error codes to, so it's extremely difficult to troubleshoot.

Our vendor does nothing to help, and knows little to nothing about IP networking.

For the record, all the ports are opened up in the firewall; I was given a .BAT file to run and allow for each application/.EXE and port to opened up.

Thank you in advance with any advice/tips on how to resolve this. I can answer fairly quickly, so I can help by trying out different solutions.

Also, for the record, this will have been the second PC and a different Windows install.

Regards,

Jonathan

I then followed-up with these screenshots to try and explain the problem:

I had this problem yet again this morning, I took a screenshot of the VM Lite window of the problem when it first starts.

The school day started off fine, people were calling in, leaving voicemail, etc. Then, as you can tell by the timestamp, the "session timed out" starts to appear. I uploaded the picture to a file hosting site:

http://img337.imageshack.us/img337/2125/voicemailerrorcx0.jpg

Here is the other error message (housekeeping)

http://img245.imageshack.us/img245/5995/voicemailerror2jg5.jpg

 

[IPOfficeIreland]

hi jonathan

it sounds like your vendor has washed his hands of the problem!

besides the error messages can you detail what lines you have and what happens when the system jams up? if you ring vm does it say busy? are the lines also jammed as well as the vm ports?

 

[ProviderReborn]

Ive seen the house keeping fail on another site of mine. I cannot remember its resolution which is now annoying me.

ACA - IP Office Implement
ACA - IP Telephony
CCENT - Cisco ICND1
CCNA - Working towards.

 

[IPOfficeIreland]

old age chumpy, catchin up on u!

 

[ProviderReborn]

AHhh ha ha ha ha.
That and very busy times.

ACA - IP Office Implement
ACA - IP Telephony
CCENT - Cisco ICND1
CCNA - Working towards.

 

[jamie77]

What Rights does the user logged on to the VM PC have?

Is the PC part of the Domain???

Can you log onto the machine as Local or Domain Admin????

I have a feeling I have seen something similar before and it can down to permissions.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!

 

[Machstem]

Thanks for the follow-up guys.

We run a Novell network, LAN+WAN. The system is setup on Cisco switches/router environment and the user has administrative rights, although your talk of "permissions" brings to mind a possible cause/solution to this issue, but I'll have to test at some point tomorrow.

The machine has the Novell client + ZENworks Management Agent which allows the machine to be completely accessible over the WAN. (i.e. I can be off-site with a machine ready to go, plugged into one of the units LAN ports)

The main concern I have in trying to find a solution lies in the fact that I am physically 200km+ away from the site, and am unable to help them when their issues do happen. I normally receive an email and reset the system remotely. (i.e. advanced, reboot)

The last time I had the line lock up on someone leaving VM, I closed off the VMLite window and re-opened it, and the line was free. I think this had been the one time where this solution worked.

So, jamie, to answer your question: the computer is part of an NDS (Novell) domain/container within a WAN infrastructure, the user has administrative rights but the tech in charge of "system" restrictions may have inavertedly applied a policy/restriction which prevents certain functions from happening or specific rights needed to perform adequate tasks.

I think to help determine if this problem will persist, is to temporarily use the default administrator account to see whether this will help.

For the record: the system has 2 phone lines (line 1 and 2), a third emergency line in the third analogue, and a paging line in the 4th port.

Incoming calls come in on line 1, Bell's hunt then goes to line 2 if line 1 is occupied. Line 3 belongs to its own group ID for administration use only.

I've noticed the system lock up mostly on line 2...although, both lines HAVE been locked up which began my process of finding the solution.

Thank you all for your help. Sometimes solving an issue begins with a simple suggestion.

I will get back to you all, but please, if you think of anything else, please don't hesitate to ask.

Thanks

 

[ChristianF]

Windows firewall, on or off?

 

[Machstem]

Windows Firewall is on, and all exceptions are added by having run the .BAT file.

I have the same setup running on another site, and the problem doesn't seem to happen then.

One thing I DID do though, was remove the IP (which vendor told me to put) from the "File Writer" option under the System tab as the HELP files mentioned it had something to do with a specific system setup, which we do not have.

I have been running the VMLite without a hitch, other than the "housekeeping" error message, for about 2 days now, but I'm just keeping my fist in my pocket right now and not knocking on wood. I normally jinx myself if I do..hehehe

Thanks

 

[jamie77]

File Writer is the address of the PC that is going to TFTP files onto the CF card in the system. Don't see how that could affect the VM Housekeeping but have seen weirder things!!

For me it has to be something on the Pc or maybe the way it was installed. I saw a VM Lite that didn't work until RUN was clicked on the Console!! Turned out the IT firm rebujilt the server and just copied the files over rather than using the installation process.

I assume this was installed onto the PC in the normal way???

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!

 

[Machstem]

Hi jamie,

Yes, the VMlite was installed from scratch, and I let the VMLite system recreate all the Account mailboxes. The only thing I kept when transfering were the recorded greetings.

To try and troubleshoot, and obviously this wasn't the solution, was upgrading the version of IP Office Manager to 3.2 61 (dec 2007) instead of the 3.2 59 release.

I am going to log out of the machine and log back in with the default administrator account in a couple minutes and see if that helps at all. The system once again locked up both lines, and the VMLite log screen showed the same type of message, "Session 111 timed out, silence is 0"

this time I had to reboot the system, simply shutting down VMLite did not fix the problem.

Thanks

 

[Machstem]

NOTE: I just logged into the machine with the default local administrator account and loaded up VMLite and IP Office Manager.

We'll see if this helps with the issues.

Also, I started SysMonitor to start monitoring the Avaya system on site, but I'm not certain how to read all the data being logged. A lot of it resembles data packets through sniffing software like EtherReal, but I don't know enough of the internals to understand and read through the lines.

What I can do, however, is look for specifics some of you guys may want me to look at. Also, under the Filter Options, I added under the EConf tab, the VMail filter as well as the VMail TX and VMail RX....I wasn't sure which I would need to troubleshoot. hehe

Thanks

 

[IPOfficeIreland]

while everyone else is thinking about it being a network issue which is fair enough and probably the where the problem lies, I will throw the option of some of your analogue lines having a disconnect timer issue.

Can you test each line independantly but ringing the line and having the voicemail system answer the call. Then see if any of the lines get locked or jammed in the voicemail system.

 

[Machstem]

Hi thetaker,

Thanks for the input. I will definitely coordinate that task with someone on site and keep you posted. The odd thing, the system has a tendency of working 90% of the time without a hitch, it's that "housekeeping" error message I continuously get.

The VMLite has not done a housekeeping as of yet, however (since logging with administrator), but I will post my follow-up once I know more.

Thanks for all the help and advice guys, it truly does help the troubleshooting process when others are on board.

p.s. i say "guys" all the time, so if any women are reading this and helping me out, please consider "guys" as a generic term! hehehe

 

[Machstem]

Once again, I have the "session timed out" message which tied up the line. Here's the attached screenshot, and here are things I notice from them:

At 8:06am, "session 119" timed out, which means the system was not able to close off the session leaving voicemail.

Then, the system, almost immediately, tries to run a system task, by deleting the file msg00018 from the Main voicemail box.

From what the screenshot tells me, session 121 was the session deleting the mailbox and it received the "CLOSE" function without a hitch, yet 119 was still locked up and obviously tied up the line.

It's as if the system locks up when someone attempts to listen to his/her voicemail when someone is presently leaving voicemail, which still doesn't explain (at least I don't think) why we continuously receive the "housekeeping" error.

I hope this helps a bit; next tuesday, I will be testing with a tech on site and try to reproduce the problem.



NOTE: the PC has been moved onto another data port on the IP Office unit; as well, I turned off the firewall temporarily on the PC to see if it helps. Using the administrator account never helped.

 

[Machstem]

I cannot edit my post, sorry for the weird IMG/URL formatting, it's different on every forum! lol

 

[Machstem]

I am hoping on doing the "call each line and leave voicemail", but with all the input I've given, can anyone recommend anything else to try?

How would I go about testing whether or not it is hardware related?

Thanks

 

[IPOfficeIreland]

it's simply a process of elimination really. there are many factors involved in the call being answered by voicemail.

you have already replaced the pc.
you have tried it on domain with admin rights and without.

does it only happen with a mailbox called Main?
Have you tried an alternative mailbox.

The line check is also crucial, many tek tippers come on here saying the voicemail gets jammed using analogue lines. This has to do with the disconnect signal sent from the provider.

If you have remote access you can simply dial each line and check this.

 

[Machstem]

That's just it.

When I have tested, I haven't run into any issues. I have dialed both lines directly and left voicemail on both.

I was thinking of enabling the "broadcast" function which forwards the voicemail to the hunt group's extensions and deletes it from its own mailbox, and see whether I still get the error "housekeeping problem>.

Technically, once it forwards the voicemail, it should delete itself and housekeeping should remove the .WAV files and configure the two .txt files within the account's folder.

There is a tech on-site tomorrow, I will test the voicemail extensively then, and try to reproduce the issue.

Thanks!

 

[jamie77]

What is the line provider giving as a disconnect signal?? Here in the UK Busy tone is the norm and have run into VM issues when they send a disconnect clear rather than busy.

Not with the IPO mind as we install on ISDN 99% of the time. Much better.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!