sundance-communications.com/forum Forums TDM Business Telephone Systems Comdial Telephones & Systems DX 80 vm messages getting lost

We purchased a DX 80 recently and had multiple problems with bad hardware and many programming problems. We've since gotten all the bugs worked out but one. The installer doesn't know what to make of it and I'm desperate. We are a busy doctors' office and use the voice mail constantly for interoffice communication. The receptionists leave vm messages for nurses, going straight to vm, rather than ringing into extensions. Three to four times a day the messages are not getting to the voice mail. The receptionists have had people watch them leave messages and go back and check vm and the message is not there. Has anyone else had experience with this problem?

Lots of questions could be asked in follow-up to your post. Let me start with this one: was the installer who put in the DX80 a Vertical/Comdial dealer, with training and experience working on the DX80?

The problem(s) you are mentioning seem to be related to how the system was setup and programmed, but would more than likely require a technician with experience to clear up the problem(s).

The installer has 13 years experience with installing and implementing phone systems, specifically Comdial. One thing that was happening was if a person was checking vm, and someone was trying to leave them a vm, it would send the new vm to saved. They changed that so that all messages would be new until they were deleted or saved manually by the user. I've gone in behind the receptionist to check to see if the "lost" messages were in the saved box but they were not. They were just not there.

More questions. Was this VM & Phone System a used one that was programmed before?? Seems as if there are "residual" programming set-ups that may be doing things that you don't want to do.

A technician with experience should be able to clean up the programming for you---and get you getting back to what you do best.

No, it was new system going into existing wiring. But the system did crash and had to be reprogrammed. It was uploaded fresh, and should have not had any glitches however since that time two pieces of hardware have been replaced and every single phone in the facility. The installer wants to blame the problem on the receptionists, as if they're not transferring the calls correctly...but if 98% of the calls are successful and 2% are not, what would you think? Especially when they feel like they're being scrutinized by the nurses for not notifying them when a patient is here, they're being extra cautious. I guess I just need to be more adamant with my installer that this is his problem and he needs to get it fixed. I was just hoping some of you guys with lots of experience may have had a magic fix! Thanks for your input.

Oops. I just realized that it was a DX 120, not DX 80. Probably not going to make any difference but I just pulled the information down and found out that it was a different model than I had originally posted. Sorry.

I'm not aware of any programmable setting to "keep all messages as new until saved or deleted" that is what the system should do all the time.
That said, I would not be too quick to dismiss what the installer said. You have a 2% failure rate, that could be human as easy as software induced. It sounds like a fast pace high stress environment for both the equipment and the worker bees. The only thing that comes to mind for the equipment is to set the voicemail to defrag every night instead of once a week. If you are using the system that heavily, it may be a disc space and fragment issue. Not to disregard your respect for your employees, I do tend to lean toward some user error while the system is very busy.
How many voicemail ports? and is it a flash based system or hard drive based system?
Mark

I have been informed that a line can be added to the cfg file to keep messages new, I was not aware of that. I learn something here everyday

I would guess a hard drive system. I have had multiple issues with DX-120s, but strangely - only the ones that have internal VM. I know the small office well which is basically what the internal VM IS and sometimes intermittent problems will vanish if I delete the mailbox and re-add it. Also check the transfer type and make sure it matches the rest of the VM boxes

If you are dealing with a certified comdial dealer then they should be able to work with Comdial to get this resolved. That is, if it truly is not user error. I have not seen any od dx serier loosing vmail so I can be of no other help there. Hope it works out well for you.

Based on a lot of experience have the receptionist xfer calls directly to stations. Make sure the stations have call forward/no answer set to voice mail. I believe you will find that the problem disappears.

In a busy office the receptionists wind up transferring calls to who knows where when they press the VM button and dial or press DSS keys. At least if a mistake is made on direct xfer the call rings back to the xferring station.

I can guarantee you the vmail system isn't losing messages. Frankly a 2% error rate is rather low in a busy office. I wish my people were that good and we are in the business. :bang: