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

 

[Machstem]

Hey Jamie,

I am not a telco guy, so it's difficult for me to answer that simple question! I know our IP Office configuration has "disconnect clear" on the line(s) options.

Also, to note:

I had an issue with a VM PC in another site, unrelate to the issues I am presently having on the other site.

However, I noticed our "vendor" must have gone in and upgraded the IP Office unit to version 3.2 59 recently, yet that site hasn't had any issues..that I know of. Some people tend never to email their tech and rely on their own competence to resolve issues...which causes more headaches then none! hehe

The only difference between the two sites, and can be a fairly large difference, is the IP Office unit. The site I looked at this morning with a having had a recent upgrade is a IP Office 406 DS system, unlike the 403 I having issues with.

I have communicated with the vendor/supplier in hopes that he can come on site to troubleshoot the system's physical components, such as the VCM controller or the trunk lines.

One thing I DID notice however, is that not all the .WAV files within the main receptionist's voicemail have been deleted from the account's subfolder, but I will need to confirm whether or not they have the "housekeeping" error. I am keeping an eye on it today.

Thanks

 

[Machstem]

Follow-up:

I just noticed the same "housekeeping" error on the site I was just discussing, yet they DO NOT have the problem where the lines get locked up. So I will be leaning towards a hardware issue or a telco issue.

I will do a follow-up with him and keep you all posted.

I will then "thank" all those who have helped me troubleshoot, because in the end, all of the advice I've been given has been extremely helpful in trying to determine the issues we are having.

Thanks