sundance-communications.com/forum Forums Other TDM Phone Systems Telrad Telephones & Systems Ipex2 Frustrating Voicemail issue

A while back our Ipex2 voicemail hard drive died, so we got a new one and everything worked fine.

From time to time all the voicemail ports would ring busy, when no one was using them, so we had to reset the voicemail and everything was back to normal. This happened very sporadically and would come and go randomly, even though the rest of the phone system worked fine.

Now this past few months this tends to happen at least 3-4 times a week, the worst part is, when people try to leave messages while the voicemail is "frozen" their recordings do not get saved and they have no indication that their voicemail has not been saved. So you can see how this can cause issues between the caller and the person receiving the voicemail.

I've checked the installation through the diagnostic menu via telnet into the Ipex and everything is fine, but yet we continue to have these issues.

Any suggestions on figuring out what the problem is?

Have you change your telephone company carrier?

If you have change to VOIP lines you will have to change the Voice mail to drop the line after the Auto Attendant times out at the end of the opening greeting.

When Ports are Busy can you telnet to reset?

We have not changed our carrier, we have a PRI, and I can telnet to reset without any issues.

I would try to set the Voice Mail to drop the caller's at the end of the Opening greeting.

I have found that the Voice Mail will become busy if we don't get a disconnect from Telco. I have not see this issue on a PRI but do find this happens on VOIP analog lines.

Make sure that your carrier hasn't changed there equipment, this issue sure sounds like it's the PRI, you can also have them monitor it to be sure they are seeing disconnect. Set up a time and have them monitor it and test the hell out of it and see if you can get it to happen. Your going to have to find out if it's them or your vm before you can go any further on this issue.

Shouldn't the voicemail timeout and drop the lines itself when its not being used?

Where would I check in the Emagen software for the drop option.

And I've noticed this usually happens in the morning right before people start coming in, and maybe once during the day.

This statement would point me in the direction of no disconnect from Telco. Have the voice mail drop the call at the end of the opening greeting and this should solve your problem.

For your questions.
If you don't get a disconnect from Telco we will not drop the line. Depending on how the Voice mail is programed the system system might just keep the call in the Auto Attendant. So if someone calls and hangs up it will tie up the voice ports.

How to make the system disconnect all depends on how the auto attendant was set up.

Are you using departments or scripts?

Two things come to mind with what you posted. 1) Do you have a CSU between the PRI and the Smart Jack?
2) Are you running the latest/last software service pack on the EmaGen?

#1 is very important a PRI that, for the lack of a better term, bounces can effect system clocking and cause highway errors.

If you have 10.4 software I found loading 10.4.6.3 corrected several issues I had in my in house system. So I made sure all of my clients were offered the upgrade during our recent spring visits for maintenance.

One more thing are you sure you got a good hard drive for the replacement. Have you shut the system down to check all of the connection to the hard drive and PC card?

Our current version is 10.3.15, which is the version we purchased from MTL Telephones, and we have a cable going directly from the Cisco IAD to a jack on the wall, and back up to the Ipex.

Prior to getting the hard drive replaced we rarely if ever had this issue.

A few settings in the voicemail that might or might not be correct:

Call out retries:
No Answer: 30
Busy: 3

Call Queuing:
Maximum ports on hold: 4
Time interval between busy: 15
Maximum retries on busy: 0

And we are using departments.

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