atcomsystems.ca/forum Forums TDM Business Telephone Systems Mitel Telephones & Systems Mitel SX-200, VM stopped working

You gentlemen have helped me in the past, and I am hoping you have some ideas on a new problem that cropped up. The hotel has a SX-200 ICP MX (4.0.3.12), hybrid.

The GM asked me to research something. The voicemail for the office phones stopped working recently (a day or two ago?). I don't know about guest phones (floors 2-4).

The GM picks up his handset (a 4025 Superset) and dials 55. Then he hears "Please Enter Your Mailbox Number". This is different and wrong; it used to (should) prompt for his password/passcode at this pt. If he enters his mailbox (ex 171) number, he hears "That Mailbox Number Is Not Valid".

We are wondering if:
-the front desk clerk somehow disabled VM via the super console
-the last person to record the daily wake-up message somehow "did it wrong" and disabled VM
-due to an unknown fluke, VM has been disabled or reset.

The GM rebooted the pbx rack. No change. He also has a call in to a pbx sales/parts company he has previously used.

I logged in as maint1 and scrolled through the various forms. I wrote down the ones that may be related to VM, below. I was guessing so set me straight as is necessary.

I didn't see and errors or status codes indicating an error. I don't see an unexplained blinking LEDs.

Does anyone have suggestions to help restore VM in the office?


Voicemail Disk Partition 0% used
Port status:
Port 1: waiting for call
Port 2: waiting for call
Port 3: waiting for call
Port 4: waiting for call
Port 5: waiting for call
Port 6: waiting for call
Port 7: waiting for call
Port 8: waiting for call

01/11 Voice Mail Card
01/12 Voice Mail Card


41 Send Message *8
259 Message Sending ENABLED
267 Softkey Support for Voicemail ENABLED
25 Message Register Zero After Audit DISABLED
24 Message Register Audit DISABLED
23 Message Reg, Count Additional Supervisions DISABLED
40 Message Register Follows Talker DISABLED
87 Record A Call ENABLED
97 Support Softkey Access to Voicemail Enabled
113 Centralized Attendent/Voicemail Enabled
121 Voicemail License for Bilingual Prompts Enabled
122 Voicemail License for Personal Contact Numbers Disabled
123 Vociemail License for DID Server Disabled
124 Vociemail Property Management System ENABLED
125 Licensed Embedded Voicemail Boxes (0-748) 124
134 Voicemail Recorded Announcement Device ENABLED
135 Voicemail Control of MWI by DTMF phones Disabled

BAY,SLT,CCT TEN EXTN COS COR TYPE NAME
1/11/01 1 171 20 1 VMAIL VMAIL 1
1/11/02 1 172 20 1 VMAIL VMAIL 2
1/11/03 1 173 20 1 VMAIL VMAIL 3
1/11/04 1 174 20 1 VMAIL VMAIL 4
1/11/05 1 175 21 1 VMAIL WAKEUP RAD
1/11/06 VMAIL
1/11/07 VMAIL
1/11/08 VMAIL
1/11/09 VMAIL
1/11/10 VMAIL
1/11/11 VMAIL
1/11/12 VMAIL
1/12/01 VMAIL
1/12/02 VMAIL
1/12/03 VMAIL
1/12/04 VMAIL
1/12/05 VMAIL
1/12/06 VMAIL
1/12/07 VMAIL
1/12/08 VMAIL
1/12/09 VMAIL
1/12/10 VMAIL
1/12/11 VMAIL
1/12/12 VMAIL

Hunt Groups
171 01 11 01
172 01 11 02
173 01 11 03
174 01 11 04

Did you check form 50 to Make sure the mailboxes are still in there.It almost sounds like somebody logged into the admin and partially erased it.

There is a good chance your hard drive is about to crap out. Losing the vmail is the first symptom. No matter what, I'd suggest you get a good backup before you lose everything.
If it is the hard drive, I'd reccommend replacing it with a compact flash drive!

I did see form 50 but it looked barren and that led me to think it was unrelated. In retrospect, being nearly blank should have been a clue. If I had a clue. Hindsight is always so clear, no?

Anyway, form 50 contains
MBOX#=0 TYPE=EXTEN EXT=0 LANG=SYST ENV=Y MAX=50
MBOX#=99 TYPE=ADMIN

The hotel has guest rooms on floors 2-4, 98 in total. And there are about ten or so office phones on the first floor.

Do I need to enter all 98+10 rows? Or is there a "catch all" to handle the guest rooms?

I will follow your advise and back up the database/config promptly. I might also look over the logs to see if there is any explanation for the VM issue, such as hdd errors.

I did an experiment on ext 171. I was able to create the mbox, then access it from the handset. I feel like the data entry part of the resolution is very manageable.

Thank you all for your wonderful suggestions!

I would start with form 49 to set the # of digits because the admin box should show up as 999 insteaad of 99 then go to form 50 and program all your mailboxes abd type including a frontdesk mailbox. You may have to log into the admin box to record the auto attendant greetings too. After all that do another backup.

Steve: I too suspected 2 vs 3 digits was odd. Thank you.

Oh, and if it matters on figuring out the needed configuration, I asked a few office workers how they used to check VM. They all said (a) pick up handset and (b) dial 55, then supply their personal passcode/password. I'm not yet clear how multiple people can use mbox 55, yet have individual VM.

If form 50 is empty of the rooms, add the room extensions, and again, make an ftp back-up of your data base asap.

Oh, and "55" is probably just the pilot number of your voice mail hunt group.

Everyone, thank you for the suggestions. Your knowledge and experience is appreciated and helpful. Once again.

I changed from 2 to 3 mbox digits. 99 gratuitously changed to 999. Then I keyed in the guest rooms and office extensions. Some (all?) VM .vox files were then automatically re-associated with the corresponding mbox.

I am suspicious that this is related to a new procedure they hotel started on the 11th. They re-record the recorded announcement every night at about 11pm. They use the administrator VM account for the purpose and I wonder if that account has permission to reset the VM system. This is from the technician’s handbook:
"Important: The Manager passcode should be given to the person who performs the day-to-day task, such as adding mailboxes and changing greetings. The Manager passcode provides limited access to the database, thereby reducing the likelihood of novice users causing serious disruptions to the system. (Note that users are still prompted to begin a new installation when they enter the Manager Passcode, but get the response "Invalid Selection" when they attempt to do so.) To protect system security, change the passcodes at first login and keep them confidential."

I used Kermit to get the system logs and have been scrutinizing them. I noticed that the mbox width changed from 3 to 2 between April 14th@23:26 and April 18th@05:05. After dropping the daily VM compress/restart VxWorks tasks, we are left with:
04/17 23:26:06 INFO 2403-01 VT_OFF:0
04/17 23:26:19 INFO 1216-01 An Administrator has logged in
04/17 23:26:19 INFO 7013-01 Logged in to mailbox 999
04/17 23:27:20 INFO 2403-01 VT_ON:0
04/17 23:27:25 INFO 2403-01 VT_OFF:0
04/17 23:27:53 INFO 2403-01 VT_ON:0
04/17 23:27:57 INFO 2403-01 VT_OFF:0
04/17 23:28:13 INFO 2403-01 VT_ON:0

04/18 05:00:04 INFO 2403-05 VT_OFF:0
04/18 05:00:07 INFO 2403-05 VT_ON:0
04/18 05:05:09 INFO 7077-00 fileio_open::open([/vmail/d/vm/msg/msg99.vox],2,0)=-1,ctxt=[x_compress]

I will test the Manager’s account to ensure it has the needed capability and then update the hotel procedure.

I meant April 17th@23:26 and April 18th@05:05. Sorry