Voicemail Pro on App Server password mismatch with IP Office 9.1.7.0.163 1

[Integrationman2]

I have an IP Office 9.1.7 that was upgraded about 6 months ago, and today I turned up SIP trunks to reduce customer costs for PRI. Since the system now has some ports open in the firewall for SIP traffic I implemented complex passwords for Administrator, Security and System. Since the new passwords were implemented voicemail has not been answering. Message in System Status says, "Voicemail Pro/Lite fails to connect to the Control Unit. Incorrect Password. PC IP Address 10.0.0.3."

I have popped in and out of this system all day changing passwords and trying to figure out which password in IPO is mis-matched with which password in VMPro.

Does someone out there know which passwords I need to match up?

Thanks in advance for any help.

Some additional information as I continue to work through this issue.... The voicemail system can make calls out. Through the voicemail pro client I can "Play" any of the recordings. The Telephony Handset extension 16 is call forwarded through the PSTN (or I should say SIP now)to my deskphone, and when I select play my deskphone rings, and when I answer it I hear the recording.

 

[amriddle01]

Vm password in security settings

 

[janni78]

The Voicemail Password in VM Pro under Administration -> Preferences -> General needs to match the Voicemail Password in the Security Settings on IPO.

Also you're saying some ports are open in the firewall on wonders which ports did you open.
You should only need UDP/5060 (or TCP/5060) and RTP which should be UDP/46750-50750 for IP500 or UDP/40750-50750 for SE.


"Trying is the first step to failure..." - Homer

 

[Integrationman2]

Thanks amriddle01 and janni78 for your responses. I have matched the passwords "Voicemail" IPO Security as well as through the VMPro Client's "Administration / General / General Voiemail Password" and it has eliminated the password error in System Status. Thanks for your help in that!

The ports I had opened on the Firewall were TCP and UDP 5060, and my RTP range is a little different than janni78 suggested, but consistent with other successful implementations I have with this specific carrier.

Inbound calls destined to voicemail are not getting answered. Now System Status is showing errors of "The following system resources are all in use; Voicemail Channels." I am on the line with the Firewall support company's help desk asking them to expand the scope for directing 5060 traffic to include my APP Server where VMPro lives, but they are struggling with that. Apparently they are using a port forwarding rule and they can only direct that traffic to one internal address.

Any ideas?

 

[janni78]

You don't need and should not forward 5060 to your VM Pro server, also you need to make sure that you don't use the old RTP range as this is a security risk.
The RTP range on IPO has nothing to do with which carrier you're using, it's just which ports IPO receives RTP on.

Did you get an error message when saving the password in VM Pro?
Had a case where a file was missing on the server which caused the encryption of the password to fail.

"Trying is the first step to failure..." - Homer

 

[Integrationman2]

Thanks janni78. I did not get an error when saving the password in VMPro, and that change cleared a System Status alarm I was getting for mismatched passwords. And I don't have any issue with changing the RTP ports, but is it possible that that is the root of the problem with voicemail not picking up?

 

[janni78]

RTP ports don't affect VM Pro, IPO and VM Pro should communicate directly with each other so as long as they are on the same subnet you should be fine.

You could enable Debug logging on VM Pro and the log might give you an idea of why it isn't working.

"Trying is the first step to failure..." - Homer

 

[Integrationman2]

Here is the SIP trace that I am getting.

1861579mS SIP Tx: UDP 10.0.0.4:5060 -> 192.76.120.10:5060
SIP/2.0 100 Trying
Via: SIP/2.0/UDP 192.76.120.10;branch=z9hG4bKb9a1.e0242230673fff0ed510ba6308276a67.0
Via: SIP/2.0/UDP 10.15.0.34:5082;received=10.15.0.34;rport=5082;branch=z9hG4bKc3aS1F0v116rN
Record-Route: <sip:192.76.120.10;r2=on;lr;ftag=K6ZmQvmBHB8Nj>
Record-Route: <sip:10.15.0.36;r2=on;lr;ftag=K6ZmQvmBHB8Nj>
From: "ACCENT COMMUNIC" <sip:6122306801@sip.telnyx.com>;tag=K6ZmQvmBHB8Nj
Call-ID: 8a07451f-aa9c-1235-288b-02424010f852
CSeq: 106570693 INVITE
Allow: INVITE,ACK,CANCEL,OPTIONS,BYE,INFO,NOTIFY,UPDATE
Supported: timer
Server: IP Office 9.1.7.0 build 163
To: <sip:16122303877@63.156.193.146:5060>;tag=313a36e6e6b2791a
Content-Length: 0

1861580mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) INVITE Received ep 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f1850248), dialog f184e99c
1861580mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) LR is On and route is Route: <sip:192.76.120.10;r2=on;lr;ftag=K6ZmQvmBHB8Nj>
1861580mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) LR is On and route is Route: <sip:10.15.0.36;r2=on;lr;ftag=K6ZmQvmBHB8Nj>
1861580mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) UpdateSIPCallState SIPDialog::INITIAL(0) -> SIPDialog::INVITE_RCVD(9)
1861581mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) UpdateSDPState SIPDialog::IDLE(0) -> SIPDialog::OFFER_RCVD(2)
1861581mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) SdpClone
1861581mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) SIPDialog::BuildFastStartFromSDPOffer sdpmsg f56462c4
1861581mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) SIPDialog::FindConnectionParameters: found media proto <RTP/AVP>
1861581mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) SetRfc2833TxPayload: use RFC2833 for dtmf
1861582mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) SetRfc2833TxPayload: payload 101 set_rx 1
1861582mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) SIPDialog::BuildFastStartFromAudioMediaSDPOffer reinvite 0 msg f559b1b0 fs in msg 1 mRTP_PType 255
1861582mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) SetRemoteRTPAddress to 64.16.248.82:31184
1861583mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) Process SIP request dialog f184e99c, method INVITE in state SIPDialog::INVITE_RCVD(9)
1861584mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) UpdateClone mMesg f1852700 smsg f184a674
1861584mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) CMSetup forwarded to call model owner_ep 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f1850248), dialog f184e99c has sdp 1
1861589mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f1850248) received CMReleaseComp
1861589mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) Terminating dialog f184e99c, state SIPDialog::INVITE_RCVD(9) for cause CMCauseNoChannel
1861589mS Sip: SIPDialog::ExtractResponseParamsFromViaHeader remote sent_by: 192.76.120.10 trunk
1861589mS Sip: SIPDialog::ExtractResponseParamsFromViaHeader remote sent by transport: SIP/2.0/UDP trunk
1861589mS Sip: SIPTrunkEndpointDialogOwner::SetRemoteAddressForResponse from 192.76.120.10:5060 to 192.76.120.10:5060
1861590mS Sip: 0a0000040000041a 17.1050.1 -1 SIPTrunk Endpoint(f184e99c) SendSIPResponse: INVITE code 480 SENT TO 192.76.120.10 5060
1861591mS SIP Call Tx: 17
SIP/2.0 480 Temporarily Unavailable
Via: SIP/2.0/UDP 192.76.120.10;branch=z9hG4bKb9a1.e0242230673fff0ed510ba6308276a67.0
Via: SIP/2.0/UDP 10.15.0.34:5082;received=10.15.0.34;rport=5082;branch=z9hG4bKc3aS1F0v116rN
Record-Route: <sip:192.76.120.10;r2=on;lr;ftag=K6ZmQvmBHB8Nj>
Record-Route: <sip:10.15.0.36;r2=on;lr;ftag=K6ZmQvmBHB8Nj>
From: "ACCENT COMMUNIC" <sip:6122306801@sip.telnyx.com>;tag=K6ZmQvmBHB8Nj
Call-ID: 8a07451f-aa9c-1235-288b-02424010f852
CSeq: 106570693 INVITE
Allow: INVITE,ACK,CANCEL,OPTIONS,BYE,INFO,NOTIFY,UPDATE
Supported: timer
Server: IP Office 9.1.7.0 build 163
Reason: Q.850;cause=34;text="No circuit/channel available"
To: <sip:16122303877@63.156.193.146:5060>;tag=313a36e6e6b2791a
Content-Length: 0

It is very odd... Calls to a phone work fine, twinning works perfect, I just can't get voicemail to pick up.

 

[critchey]

When you go to voicemail on system status does it show that you are using voicemail pro or does it say none? If it says none your voicemail pro is not talking to your system correctly. If it shows voicemail pro and has 4 ports then you are somehow using all your ports. If you dial *17 from the system does voicemail answer? Take the network out of the equation it seems like the issue is before that.

The truth is just an excuse for lack of imagination.

 

[Integrationman2]

That is a good suggestion critchey. I will be on customer site in an hour and will give that a try.

 

[janni78]

It can also say Voicemail Lite if there is an issue with the connectivity, had this issue once.
In that case you get a VM ports alarm when trying to dial it.

"Trying is the first step to failure..." - Homer

 

[critchey]

Good point by Janni78. You do need to know what the system says is the voicemail system and go from there.

The truth is just an excuse for lack of imagination.

 

[1ntegrationman]

I am on customer site and *17 presents a reorder tone. I decided to upgrade AppServer so it was on the same release as the IPO.

 

[critchey]

Matching IPO and VM Pro is always a good idea. Once you do that see what system status says is the status of voicemail.

The truth is just an excuse for lack of imagination.

 

[Integrationman2]

I appreciate your help thus far guys. Sheesh, this one is giving me fits! Contemplating bringing in a Win7 box and loading VMPro on it. If I didn't have a few users utilizing some of the One-X Portal apps, I would have done it already.

So,the upgrade is complete ( I think) per a message on the monitor that I have plugged into the App Server box. I removed my upgrade media and rebooted the AppServer via the installation script. It took about 15 minutes to come up, but still would not answer when I dial *17. Double checked IPO settings under Voicemail and it auto selects that it is connected to Voicemail Pro on a a UC Module, which it is not.

So I changed the IP Office Voicemail Setting to VM Pro, it auto populates the address to 255.255.255.255, and reboot. Sill no connection after it comes up. Still a no go with System Status or *17.

I opened a browser and navigated to the admin interface for the App Server and received this message

Does anyone know what this is? I am really stuck I attempted to initiate the upgrade through the web interface, but it would not go.

 

[Integrationman2]

Progress... Looks like the upgrade is happening. As I am typing this the AppServer is rebototing.

 

[joe2938]

you should be all set after the upgrade, web browse into the application server and make sure that the service is now running

 

[Integrationman2]

Wow. Joe, you were right. I had to go in to the Voicemail Preferences from Web Manager and set the password so it is the same as the voicemail password in Security Settings, and BAM!!! Up it came!

I am signing off of this thread. Thanks for all your help!

 

[joe2938]

no I can't take credit, it was janni78 who gave you the correct info, mine was it his did not work to web browse into the voicemail and start the service