atcomsystems.ca/forum Forums General General Telephone & Systems Information Mitel or AVST

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I have been working on a intermitten problem with a 40 port AVST NT Server voicemail system problem . It is release 6.1 or higher software and is intergrated with a Mitel Sx2000 Lightware 33.3 dnic intergration ss430 .Intermittenly during the day callers dialing in get answered by the call processor assigned to that DID . Once answered they choose option 1 or 2 or 3 and vm does a blind transfer to the appropriate ACD group . Most of the time the callers either get answered by an agent or listen to the RAD message . Once in a while the callers hear "one moment please" then MOH and wind back up in the generic vm greeting "welcome to" answer mode call processor . The ACD agent hears a single burst of ring tone and the call disappears . I came in early one morning last week and tested all 40 ports and could not duplicate the problem .
Today I got a call it was happening again . Dial in on the DID vm answered I dailed option 1 and I went back to the generic answer mode call processor . I tried another DID I knew was answered by the same voicemail and used a call processor to transfer to a differnt ACD group and had the same problem . After looking at differnt settings I tried both numbers over and over and could not get it to fail . It must be traffic related but do you tech's think it's a AVST issue or a Mitel Issue . The site is answered by 4 PRI CKTS . Digital stats show no errors on the PRI'S. Both vendors tech support have been of little help.

A few more details to add this system has been working fine until recently . The vm server has been rebooted twice and the Mitel does daily activity switches . Maint logs on both systems show no errors other than Tivoli errors on the vm system . I think I will post this in the Mitel forum also . Macgyver looking for some trouble shooting direction from you ,Ed and the other pros on this forum .

I posted here also just in case you don't look at the Mitel forum . This can be deleted if you all do look at the Mitel forum

I have seen this on other systems. I wonder if the ACD group starts queing calls it issues a busy signal to show the group is full and queing. Could the voicemail be reading a fast busy and not completing the call?

I also thought about fast busy/reorder tones so I put all agents in makebusy called in listening to the rad message , called in quickly again and got ringing. when the rad was idle I went to it . I also thought it might me an intermitten issue with the double ring tone Mitel sends back on a xfered trunk call . So I changed the sys parameters to send back standard ring tone . Did not help . I am missing something in my trouble shooting direction .

I have also disabled the RILO card And the TIVOLI apllication in the vm server . I also disabled the UM fuction after the above failed to stop the intermitten issue fron happening . Still reoccured so I turned the apps back on and enabled the RILO card once again .

Problem solved yesterday

It turned out to be an issue with the Mitel . One of our techs had turned on SMDR file transfer option about 3 weeks ago . Well he deleted the SMDR file collection schedule from our OPS-MAN server but did not turn off the file transfer in the SX2000 . So when traffic got heavy and the SMDR files got very large . The processor in the Mitel would lose sanity trying to get OPS-MAN to collect the files . Once I deletd the existing files in the SX2000 and turned that option off I could no longer make any call xfers from vm fail after 3 hours of testing . Before I could make about 1 calls in 20 fail .

I just wanted to add this was a problem we brought on ourself's and not a system flaw .