atcomsystems.ca/forum Forums Other TDM Phone Systems VoiceMail Systems and Programming "Out of Service" error on Key Voice mail box

I just installed a new KeyVoice for a customer last week. They had an older Audix system. Everything works find except that it seems the users are locking themselves out of mailboxes. It has happened several times. Obviously, the users say they are doing nothing wrong. I don't know if they are hitting a certain keystroke or what. But some of them have gotten "I am sorry, that mail box is temporarily out of service". This happens when they try to log in, and after they have entered their password. Funny thing is, I can call the box and leave a message.

Anyone have any ideas on this one? I have never heard this error message in all my years of working on KeyVoice.

If you input the wrong password. I believe it is three times the new Key Voice voicemails will lock out the user. This is intended to prevent hackers from getting into boxes.

What release is it? There is a command in the system to defeat security lock out. It is system rev dependant. Telcom is right..3 wrong passwords and it locks you out of your box.

It is a release 8.5. How do I defeat the security lock out? How can I simply reset the mailbox?

I didn't think the 8.5 version had that feature. I thought it was only on some of the later Windows versions. Someone can correct me if I'm wrong, and then I will have learned something new.

Justin is correct..only the Windows versions had it.

I found a restore feature under the supervisor menu. It brought it back to normal. They must be hitting a wrong combination to lock themselves out.

Is it happening often, or did it just happen the one time?

There is a suspend option in the supervisor box. Any chance someone could have been in one of the 2 boxes that's normally setup with supervisor C.O.S., and maybe accidentally selected the suspend option for a mailbox? That just seems odd that a box would become suspended on its own, since the password lock-out doesn't apply to 8.5.

The system has been in about two weeks. It has happened at least 3 times to different users. They say they are logging in correctly, but I think they might be trying to put a pound sign in after there extension number. The only thing I did different on this system is to prompt all callers to enter their extension numbers, regardless of the phone they are calling from. They wanted to auto login feature removed.

I can't figure out why people would be getting this. another two mailboxes got the "temporarily out of service" message. any ideas why this is happening.

Have you heard the prompt yourself? Is it really saying exactly "...temporarily out of service"?

And you're sure it's version 8.5, (which has a DOS interface)?

Sorry to ask stupid questions. Something just doesn't sound right.

The only time I've heard that on a DOS machine is when the box is open doing admin work on it. Makes me think what else would cause that. I agree with 5Y&C..you sure that is the exact statement? I can set one up in the shop and beat it to death with every possible scenario but I'd like to make sure what we are chasing.

Yes..it is a DOS 8.5 with Rhetorex. Funny thing, acording to Key Voice, they think the key number belongs to a windows machine. But the DOS is working fine. I know the keys are interchangeable, so it shouldn't matter, right?

I have heard the message myself, it does say "that box is temporarily out of service." You can even leave a message in the box. The only way to "unlock" it is to go into the supervisors menu, mailbox admin, and choose option 5.

Very strange. Why not...

Try putting

Mailbox Suspension Timer = 1

in the vm.cfg file. If it doesn't like it, VM just won't start, and it will tell you it doesn't like that line.

Does the key start with 213? That would be a windows key. I had that happen once and the system would run for a short time. Your key should be a 212 serial number.

Okay..I will check the key number. So the key can mess it up? That is strange.

Well...it is a 212# key. They had a couple more boxes do this. The receptionist seems to think they may be entering a # sign after there mailbox number and password, because that is what they used to do. I can't see where the pound sign would lock them out, but who knows. Any ideas?

Did you try that VM.CFG entry?

Okay...I tried the vm.cfg entry. That didn't work. Contacted tech support. They said the mailbox suspension feature wasn't even supposed to be on the DOS version, but it is there!! They claim someone is in the supervisors mailbox and suspending mailboxes, but that isn't really possible. So I am going to monitor it and see if it is the same mailboxes or what. Maybe it is some type of user error that is forcing the lockout. I have never had this issue before, but this is also the only voice mail where I have disabled the auto login feaure and everyone has to put in their mailbox number when they log in. Maybe it doesn't like that entry in the trans.txt field.

Any luck in tracking this one? I'm wondering if you can just turn on some monitors, steady trace, etc., and then do some investigative work to see if someone is inadvertently doing it.

I can't think what the "no auto log-in" would have to do with it, or if it's just coincidence.

I went back through this thread but couldn't find it. What phone system is this behind (to give me an idea of what the trans.txt file looks like)?

It is on a Merlin legend. I think I am going to install another one and see if I get the same issues. I could have a bad TTR for all I know. I am also going to use Dialogic boards on this one.

Well...just a follow up. I ended up installing a whole new system with dialogic boards and a new hard drive. So far, after a week, there are no issues. My best guess in this one is that the hard drive was corrupt and causing errors. I did move the voice mail ports to another 012 card. It could have been a bad 012 card as well, but all the error messages coming up seemed to point to a bad drive.

Thanks for the update!