Voicemail Not Picking Up

[h382]

406v2 on 4.1.95011 (patched last week to try and resolve issue)
VM Server on 4.1.27


Older site I had upgraded to a new 406v2(403 previously)

They have Voicemail Pro running on XP, that I recently changed over to 2K3 to try and fix this issue.

The issue is simple, after so long, could be 20 minutes, could be 1 day, the voicemail service is still started, but won't pickup. Callers will hear busy/dead-air.

This wasn't an issue until we upgraded them from a 403 and 3.0 to a 406v2 and 4.1

To fix the issue, I have to restart the Voicemail Pro Service. The licenses show valid. I have an incoming call route pointed to Voicemail to test, and when they are experiencing this issue, the call doesn't even show up in System Status.

Any ideas?

 

[h382]

It's dead air..

In the last post, I meant they get dead air. I have someone in NJ that gets ring no answer from certain area codes, but that is a provider problem after we LNP'd the #. But, RNA was on the brain when I posted it.

But yes, it falls to voicemail, and gets dead air every time the system does this.

 

[tlpeter]

h382

You have a different problem
When the channels lock there is aconnection with voicemail
Your trace show that there is no connection at all

When you did an upgrade did you disabled the dongle and removed it before you upgraded ?
This because you use the keyserver

ACA - Implement IP Office
ACS - Implement IP Office
ACA - Voice Services Management
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Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[jreingold]

Two different issues guys...

Tech Tip 199 points to a known bug in the 4.1 IPO FIRMWARE, where data chanell resources are not being released properly in certain cases. When this occurs, you can launch System Satus and see that you have congestion on your Data Channels. And with this bug, once you hit the congestion and VM stops working, the ONLY WAY to get the voicemail working again is to REBOOT the switch. Stopping and starting the Voicemail Service will not fix it - only a switch reboot. Avaya has a private build patch for this.

The obvious bug H323 and I are clearly having is different. In this case, there is no data channel congestion. And you do not have to reboot teh switch to recover - simply stop and start voicemail service.

From the debug traces in our case, randomly the traces start to show "stalled receivers" and the monitor status "voicemail sessions" shows tx buffers incrementing, but rx buffers at 0 - one way audio.

From that point on, all voicemail pro uses (auto attendant, queued callers who should hear queue messages, callers getting dumped to voicemail, users trying to retrieve voicemails) all hear dead air. Monitor/SSA will show the call going to and connecting with VMPro, and the VMPro service is running, but debug shows "stalled receivers" and there is one way audio - till the service is restarted.

Avaya L4 has confirmed this, but are still trying to figure out what is causing the "stalled receviers" in the first place and how to patch it....

 

[TheDoz]

The only time I've had a problem with getting dead air after selecting a selector code at the auto attendant is when I was using 2-digit selector codes to route callers.
I had to add a time out action to the Menu to correct the problem. So I been adding time-outs ever since.
You might take a look at this option.
Just a thought.

"The lack of money is the root of all evil"

 

[h382]

Adding a timeout in the menu is like putting a period at the end of a sentence, should be VMPro 101.

 

[Westi]

I have timeouts in all my options but I still get hung in the dead air loop without any way to go anywhere when the problem occurs. The voicemail picks up and that's it it is unresponsive to any DTMF signals or any external influence.


Joe W.

FHandw.
ACA
ACS

 

[h382]

I think jreingold post was gold. Knowing that Avaya T4 has admitted this is a problem has made me feel a little less crazy.

 

[h382]

jreingold

Any news from the Avaya end on this? Figured it's been almost a week, thought they might have had an epiphany.

 

[Duffman88]

We're all ears

Chris
ACA- Implement IP Office

 

[jreingold]

I've been asking for an update from L4 daily since last Thursday...crickets...

-Jeff

 

[h382]

Maybe they are trying to call you and your VM is going to dead air!

 

[Duffman88]

Ouch....

Chris
ACA- Implement IP Office

 

[h382]

That was a stab at Avaya, not you jreingold.

 

[Bas1234]

Did you try to turn off the firewall?
Some virusscanner programs have also a firewall, try to stop the services of the virusscanner

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It works! Now if only I could remember what I did...
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[Duffman88]

That brings a good point. Antivirus programs even w/o a firewall can cause hell on certain programs. Try uninstalling all together.

Chris
ACA- Implement IP Office

 

[jreingold]

We always disable Windows firewall completely and never install any AV or other firewall software on any voicemail systems.

-Jeff

 

[Duffman88]

I do the same. It was worth a try... it would have been nice if that is all the problem was.

Chris
ACA- Implement IP Office

 

[h382]

Likewise, no Anti-Virus/Firewall.. This issue only started after upgrading from 3.0, all servers/IP's are the same.

I would hope a thread reaching 100 replies wouldn't have such a simple answer anyway!

 

[Duffman88]

@Jreingold
Did L4 create a CQ for this problem?

Chris
ACA- Implement IP Office

 

[Westi]

I seem to remember a recent thread,actually yesterda, that said the automatic time synchronition in Windows via Internet is causing it, I will try to find the thread and post it, but I disabled my two sites that experienced that problem yesterday an am now monitoring the outcome

Joe W.

FHandw.
ACA
ACS