atcomsystems.ca/forum Forums TDM Business Telephone Systems Samsung Telephones & Systems Samsung compact Voice Mail SVMi-4

We installed an Samsung Compact DCS with an SVMi-4 phone system for a customer of ours. The voice mail keeps becoming unavailable and the SVMi-4 has to be reset in order to access the voice mail system. We have already lost much money on this phone system installation because of this problem. I am trying to find a replacement SVMi-4 card, but I am not sure if this is even the problem. The rest of the phone system works fine. The card is very expensive and would hate to eat the cost on it without even knowing if this is the problem. Does this sound like the problem?

Thank you for your assistance!

Define what you mean by
"the voicemail keeps becoming unavailable"
Is it going off line,is the storage filled and it won't take messages?
A little more information would help us help you.

That would more helpful to get an answer. When trying to access the voice mail from any phone, inside or incoming calls, the voice mail does not pickup. When trying to listen from messages from an extension, we just get a beeping signal as if there was not voice mail system. The incoming calls do not get voice mail to leave a message. This will do this several times per day. We have to hit the reset button on the SVMi-4 card in order for it to work again.

Thanks!

Correction... When trying to retrieve messeges, even if the extension say that it has messages, we just keep getting an ringing, not a beeping. When someone is calling in, the voice mail never picks up. It just keeps ringing. We do not have auto attendant turned on. We have it set to go to voice mail automatically.

Sorry for the confusion.

Thanks!

What does your vendor say the problem is? Have you had a second opinion? As pvj said, it might be filling up on messages. Before the card gets replaced, I would at least default it and start over.

We have started over from scratch three times. That is why I wonder if it is the card. When all boxes are empty the problem still happens.

Thanks!

It sounds more like the ports are not answering

Can you call the port directly 219 or 220 and if it answers is it just silent?

Sorry for all the questions but this will help us help you.

What slot in the cabinet is the voice mail in?

what does the status screen say when u call in? like wrichey says, call the ports one by one. how are u calling the vmail, with the vmmsg key or dialing the group number? why have u started from scratch three times? are these brand new cards? and if they are then why aren't u getting the svmi4e rather than the old svmi4

Usually if the voicemail is "offline" then all calls to the SVMi will be routed to a default destination usually group 500.From what you're saying the voicemail is not offline to the Compact since this isn't happening.Checking the status screen on the SVMi is definitely a good start and see what it says when this problem occurs.
When you say start from scratch are you defaulting the voicemail,the Compact or both?What software version is the Compact running?

Let me say that I so greatful for your devotion to assist me. I purchased this system as refurbished. Either they never cleared the voice mail before selling, or they put this system together from parts of other systems. The original companies voice mail settings were still in memory. I was not offered the svmi4e card. I will post the access info for you tomorrow. I will have to check to see if the port is call direct etc.. How do you check the status screen of the SVMi? I will have to check the version of software for the voice mail tomorrow. The phones say one on them but I cannot remember what it is. When stating that I start from scratch, I am referring to the voice mail itself. One time we cleared the voice mail to scratch using the menu. The other two was from power outage. The ups ran out of power and the system shutdown(big storm). I am sorry for all the missing data that you are requesting. I do not work within this office often. I get the calls everytime. Obviously I am not near as fluent as you are with this system. I wire most systems and setup standard use. I have worked with Nortel voice mail but not Samsung. It is great to have such willing help from people such as you and the others assisting on this site.

Do yourself a favor and contact a local Samsung dealer to come out a troubleshoot the problem properly. As you already mentioned you are loosing $$$, so instead invest it in a quick service call.

Also, if you complete your profile we might be able to recommend someone or at least point you to the right person as Samsung.

There is so much to know that you will spend alot more time than a samsung tech would.

the version on the phone is the version for the phone not the system. you will need to access programming to see the info we need.

the voice mail is seen through hyperterminal and connects via the serial port.

Connextions1 is correct in his response. We do like to and are willing to help but you will be onsite for an extended period if you are useing the board. It might be good to go onsite with a Samsung tech or at a minimum feel free to contact someone on the forum. Be prepaired to pay a fee either way.

All of the posters here that are willing to be contacted have the information in there profile or on there respective website. :thumb:

Do you have a laptop computer with a serial port?

Do you know how to get into Hyperterminal?

If you can log into the voicemail, maybe someone can help you.

If you can't open up Hyperterminal from a laptop with a seral port, there probably is no way anyone here can help because we can't see what is going on in the voicemail.

Let us know what is happening and if you filled in some information on your profile, we might even know what state you are in.

I do have a laptop with a serial port. I am not sure of the login process of the Hyperterminal. I am sure that I could work my way around if you provided this information with me. I have contacted all the Samsung contacts in Utah(only about 4), that Samsung had listed. There was only one that said they could configure the Compact. There was one other that said they could, but then called this company to followup. This company did come out. They initially programmed the current settings of the voicemail system. When they were out on the site, they tried and cut me out of my clients business completely. We handle all of their programming and IT requirements. Luky for us, I am good friends with the owner and was informed of this.

Anyway, if once in to the Hyperterminal, we find that the problem is out of forum assistance, I would be open to hire phone assistance from someone on this forum.

Please keep in mind, I am not a novice to phone systems. The wiring is much easier for me to trouble shoot, but I can usually find my way around the programming of a phone system that I do not know. The voicemail found to be very challenging on this system.

Thank you for your assistance!

Hyperterminal is in every copy of Windoz. As a Mac person, I find a PC to be the ultimate in frustration. If I poke around enough in system files Hyperterminal pops up. Someone local should be able to guide you to open Hyperterminal.

I believe it is a serial straight through. I believe you see programming as soon as you connect with HT.

Paige is the voicemail guru, I kinda duff at Samsung vm when required, MUCH better at Toshiba/Amanda.

Give it a shot if you want, you can't explode it, no C4 inside.

I know the svmi VERY well and I'd be willing to help. Best bet is to have a usb to serial adapter for your laptop so you can use a 9 pin to 9 pin straight through cable and connect to the svmi. The baud rate depends on the version of svmi so you might want to start with 9600 and work your way up. On some of the older svmi versions even after you connect occasionaly you can't refresh the terminal and you have to reboot the svmi in order for it to show. Usually you can just hit CTRL-L to refresh. The termnial emulation is Ansi. If wrap lines the excede terminal length is checked uncheck it. Once you have managed to connect PM me your info and I can give you some further info if you'd like.

Okay. I am connected using the serial port and hypert. It show that I am connected but no data populates. Where do I go from here?

hit ctrl-L and it will refresh the screen.

does the ports say idle or locked

It still do not get any data when refreshed. Just as if it was not connected. If I unplug the cable from the pbx and try connecting, it says that it is connected also. I wonder if I am missing a setting with hyperterminal?

You need straight through cable to connect do you have that?

I am using straight through 9 pin cable. I double check to make sure that the serial(usb to serial) is working by connected to a ups. it works fine. It should port a menu correct? The cable to the ups is not the same as to the pbx. The ups uses female and male end. thanks!

I mean it should populate with a menu if connected.

By the way. I double checked on the version while out on the site, it is the SVMi-4e version.

I just tried a new cable and still get no data upon connecting. It still shows connected but never populates the page even upon refresh.

So you hit escape key right?

Sounds like its dead

No, it is not dead. I can currently call the voice mail. I am just not sure how to get the menu to come up. If you have a phone number, I would be happy to pay you at this point. I sure appreciate all the help you have been.

Pm sent

I am a Samsung tech who is having this same problem, me & my other certified techs have all been to site at different times to push reset button on svmi-e at diffeerent times , sometimes we even have to reboot system. I started wwith an older version compact, replaced software up to newest release, and installed an svmi4 that I still had new on shelf, problems started with voice mail locked up , when you would hit vmmsg it would show ringinging 500, so I thought maybe there was a problem with svmi-4 so I replaced at my expense with a svmi-4e, re-set up & still was recieving calls that it was locked up , a couple to 3 times a week. Insisted that customer got a battery backup,they did & still having problems, yesterday took a device caLLED a Kill-awat buy & checked outlets out of ups & outlet both between 119-121v. So I replaced power supply in compact, remembered on the 50si they told us if it was an older one to replace power supply, will keep you updated...

had replaced power supply still having problem...

I am going to sound like a broken record here but Samsung has a patch for it. this was a problem for a while and the fixed it.

Call them and tell them you need the patch I believe its 4111lan but dont hold me to that.

I have patched all of my vm's that had the trouble and they have worked ever since

I will contact Smasung about the patch. I will let you know the out come. Thanks!

smartech do you read your pm's ?

Yes I do when my email informs me. I have this page saved. I guess I had better check both when loggin in to this page.

Thanks!

Wayne you are such a nice guy.

Sorry it has been so longer since I have responded. I had some other projects that took over for a while. I have found postings that older versions of the firmware for SVMI-4e cause this problem. Samsung website states that the firmware needs to be updated but does not indicate where to obtain this update. The current version installed is 2.5. Could someone direct me to the download or provide me with this? I have called and left messages with samsung for this update. This contact was given to me from one of the 12 different divisions that I was transferred to. This was about 10 days ago. Of course, not response.
Thanks!

You need to call a local dealer and have them do it for you. I doubt Samsung direct will send it to you but they will send it to a dealer.

Good luck

Might I give a word of advice from the school of hard knocks... (1)set download to "no" in the system (2) anytime you get any SVMi do a default soon as you have it on line. If you don't you are asking for many headaches. Have the dealer default, add the patch, change download to "yes" and restart the system to download the info. I would not try to keep anything. You may have to reprogram some stuff but that way you know you have a clean system start point

:toast:

That is great advice. I will follow your word.

That is not good news about Samsung not sending it directly to me. I will contact a Samsung dealer about the update. If you come across this patch by any chance, please let me know.

Thanks!

Samsung will only send software to a dealer. If you are having problems contacting someone, here is the main number for Samsung. Call and ask for the BCS marketing manager. He will get you in contact with the correct person. 972-761-7000

That is the number that I have been trying to track down. Thanks a lot!

1. Anything I say about Samsung management that is truthful will make several people on this board complain about me bitching again.

2. It would be worth your time and money to bring the card to a local Samsung dealer that you have previously called to arrange this and pay them to upgrade the card.

3. Anything else you do will probably result in you thinking the same things I think and then there will be one more person thinking the same things I think and if you say what you are thinking, you will be bitched at too.

4. In short, the only, ONLY, rational thing to do is bring the card to a Samsung dealer and go on with your life and forget this ever happened.

5. If you don't do that, change your screen name from SmarTech to WontListenTech.