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?

 

[Westi]

I found it, and many of you replied to it as well.

http://www.tek-tips.com/viewthread.cfm?qid=1459558

it is called "voicemail silence"

Joe W.

FHandw.
ACA
ACS

 

[Bas1234]

Do you login remotely on the VMPRO with Windows Remote Desktop?
This could cause also the problem, try to use Remote Desktop with -console

http://support.avaya.com/elmodocs2/ip_office/tech/Global_IP_Office_Technical_Tip_183.pdf

___________________________________________
It works! Now if only I could remember what I did...
___________________________________________

 

[Westi]

I only use VNC after dialing into the VM Pro computer, I actually disabled remote desktop to avoid the customer using it.

Joe W.

FHandw.
ACA
ACS

 

[h382]

I just disabled the sync of the time servers from the Control Panel.. I'll keep my eye on it.

 

[jreingold]

I just did the same.

-Jeff

 

[Duffman88]

I feel left out I'm going for it.

@Westi - be careful with VNC on mixed networks. Well ones that could be a risk b/c its not all that secure of a program and is fairly hackable. I would recommend not doing a port forward to it. Use VPN, L2TP or IPSEC tunnel then vnc from inside the network.

Chris
ACA- Implement IP Office

 

[Duffman88]

Ok Time sync is disabled. Whats your guys take on Automatic Updates?

I just disabled mine. If the VM is running fine there is no sense letting a security patch or hotfix jam the works up. That could also be causing this problem.

Chris
ACA- Implement IP Office

 

[h382]

I let the automatic updates download, but prompt before installing. I try to make a note when I installed them so that if issues were to come up, that would be the first thing I look at.

This problem site however.. I haven't installed updates since around Christmas. That's because this issue started in late January after the IPO and VM Server were upgraded. So I feel safe saying this wasn't caused by an M$ update on the VM Server.

 

[Westi]

I have them disabled but some local admin might think they need to be on to get some bug fixes, I can't tell the customers IT guy what to do I just point out the the old rule "never touch a running system" is a golden rule. Especially for something involved like VM pro.

Joe W.

FHandw., ACA, ACS

If you can't be good, be good at it!

 

[jreingold]

6 days now since I changed time sync settings per Avaya T4 recommendation, and -knock wood- no recurrence of the problem!

They had me do the following:

1. On the voicemail server, in the Windows Date/Time control applet, UNCHECK the box for auto adjustment for DST.

2. In the same place, UNCHECK the opriton to synch time with an extenral time server (this one was syncing with a domain controller on the LAN.)

3. On the Phone Switch, in System Properties, system Tab, set the Time Server IP Address to 0.0.0.1 (which disables all time synch.).

The problem which would happen between 1 and 5 times per day, and never went more than 1 day without recurring since it began on or just before 1/30/08, has now not recurred in 6 days....

This of course is not a permanent fix, but it appears as they are finally on the right trail to find the root casue and come up with a patch, and in the meantime this is a reasonable work-around to stop the bleeding.

How's everyone else doing with this issue?

-Jeff

 

[Westi]

I had nothing yet since I changed it, I didn't disable the time server in the IPO though, I left it set to the Vm PC.
let's see how many have had that lucky streak.


Joe W.

FHandw., ACA, ACS

If you can't be good, be good at it!

 

[h382]

I made this internet time sync change on Friday or Saturday of last week, and I have yet to have a repeat issue. I did however have the Voicemail Server XP box swapped out with a brand new rack mount 2K3 server. This was due for a change anyway.

When I go to control panel on the new server, I do not see a tab for the time synchronization. I only had it on the old XP voicemail server. I have XP on my laptop, and I don't have that tab there either. I wonder if this is a group policy thing or what.

My voicemail dead air could go for up to 5-7 days without flaring up again though. My time table is about 2 weeks before I will know for sure if this has been a temporary work around. Almost to 1 week!

 

[Duffman88]

Goodluck h382.

With the Time sync on 2003 I dont believe it will give you a tab. On the server you would have to set up an authoritative time server through registry, GP or command line. By default i believe Microsoft leaves it all disabled. However if it is a member of a domain it will look at the DC(s) for time updates. I dont know that it will affect anything but definately something to keep in mind. If thats the case you can isolate the VM server into its own OU and disable the time sync feature just for that Organizational Unit through GP.

Chris
ACA- Implement IP Office

 

[Duffman88]

Oh as far as the internet tab in your date/time settings on your laptop. Domain members do not have that tab since they sync w/ the domain controllers. Most likely why the laptop is missing it.

Chris
ACA- Implement IP Office

 

[h382]

ahh good points, thank you.

yeah we use a bionic clock that a server in our data center uses, then all of our routers sync their time with that, and our domain controllers sync their time with the routers.. I believe that's how we have it set up, and all the pc's/laptops sync with the DC.

I'm interested to see a week from now if everyone's problem has been fixed..

If it is the case... Who woulda thought????

 

[Duffman88]

I've been problem free since i changed it. My problem had longer lapses in time but so far so good.



Chris
ACA- Implement IP Office

 

[h382]

Good luck Duffman88 and anyone else having this problem!

 

[h382]

Sadly, the voicemail went down again this morning...

 

[Duffman88]

I wonder if the new GA of VMPro has a fix for the problem. I browsed through the CQs quickly but I didn't notice anything that stood out.

Chris
ACA- Implement IP Office

 

[jreingold]

I got a call from level 3 tech supp this morning saying 4.1.40 VMPro fixes it.

I too didn't see a CQ that stood out except a vague 'voicemail stopping on 4.1...'

I haven't upgraded yet, but my systems have been stable since I turned off time sync, both on voicemail server time control applet and in the time server setting on the switch - set to 0.0.0.1.

-Jeff