Voicemail Pro is depositing message, but not letting user access?

[whiteEEnerd]

I have a weird VMPro situation where if I leave a user a message, my message will get dropped into that users mailbox. However, it will not turn on their call light. Even if they dial into their voicemail they are unable to retrieve the messages, because it tells them they have none.

Like I said though, the messages are there and are getting deposited fine.

Has anyone ever ran into this before, any idea how to fix it?

 

[kholladay]

Do you see the messages in x:\Program Files\Avaya\IP Office\Voicemail Pro\VM\Accounts\<username> ?

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"If it worked the way it should you wouldn't need me

 

[jamie77]

Ring the DDI and check the announcement is correct and that you can leave a message and it saves a .wav in the folder Kyle says.

If the announcement is wrong or the .wav isn't there, look in the VM Pro Client to see if there is any programming against that User that would force the message to be left in another mailbox.

Check the DDI programming and make sure it does indeed go direct to that phone and not via a group.

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!!!!

 

[whiteEEnerd]

It does go directly to the user, and it does put the .wav in the correct mailbox.

For what it is worth, I already tried deleting the mailbox and restarting voicemail pro. I get the same results

 

[jamie77]

In that user, does it have VXXX under Source Numbers and is the XXX the correct extn number???

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!!!!

 

[jamie77]

How are they accessing v/m???

*17, Messages button on phone, Phone Manager????

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!!!!

 

[whiteEEnerd]

jamie: The source number is set up correctly. Good idea though, I thought that was going to be it

I believe they are using *17. They get all the proper prompts, just no new messages.

 

[Westi]

there is a text file in the users folder called Status.txt, look at that if it updates when you leave the message it should look like this

c9abb818,+N,N,N,MSG00001
The first N means it is a new message
if there is a second line with the identical info but it says D instead of the first N then the message is deleted.

Check the


Joe W.

FHandw., ACA, ACS

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

 

[ronromano]

Are you sure the message waiting light is working? If it is a 5410 or 5420 go to options self test on the phone.

If it is go to the accounts folder and delete the users folder. Stop and restart VM pro service and try again.

http://www.nu-tel.com

 

[Westi]

Sorry went clicker-happy

Check the file and if it is not there then it doesn't create the users Folder properly
There should also be an Intuity.txt and a msgnum.txt and a grtgantn.TXT these all together are the settings for your mailbox

Joe W.

FHandw., ACA, ACS

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

 

[ProviderReborn]

What type of phones are in use?

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

 

[whiteEEnerd]

All of the files are in the folder, and they are all correct. I even deleted her folder, and restarted VMPro. This remade her folder, and we still have the same issue. i did another test after the restart and it put the wav file in the folder and updated all the files, but didn't notify her nor did the vmpro client show that she had any new messages.

I haven't done a self-test on the phone, but that really isn't an issue. When I leave a new message, it doesn't tell me that there is a new message in the VMPro client, or when she calls voicemail directly.

The phone being used is a 5420.

 

[Westi]

Check in the users Source number if there is a trusted location setup for another mailbox, if so delete it and try again. Also when you log into the mailbox do you input the mailbox number # then password # or does it straight ask you for the password?

Joe W.

FHandw., ACA, ACS

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

 

[shadesta]

We had the exact same issue here at our office. We even ran the overly verbose system monitor to see if we could see it attempting to deposit the message in some made-up mailbox. What I ended up doing was creating another user (i.e. "Test") and I copied all the problem user's button settings over to "Test". I then deleted the problem user from Users in Manager and then just recreated it. Copied the button settings back to the user from the "Test" user and, viola, suddenly she was able to get messages. Oddest thing considering I did absolutely nothing to the actual VMPro module. I think a simple file corruption was the issue, but I can only speculate since my bandaid job did nothing to get to the root of the issue.

 

[tlpeter]

So basicly it sounds like the old remove the user and recreate it again issue

So delete the user, delete the vmbox and recreate the user and restrat the services


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