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Customer has system with Norvergence on the front. Voice mail is flash type. Everything on voice mail works except when you get to the part to leave a message you get the press 1 to continue to record or eight for main menue. Any one run into this before? If so what was the fix?


Dan S

is this happening at ID 1, a virtual mailbox or someone's personal mailbox??

If you press 8 does it actually take you to the main menu? It probably won't and this is what I think has happened. This is probably a personal mailbox. A user of that mailbox was in personal programming which is where you will hear that actual prompt. When they should have pressed 1 to record the greeting they pressed the record button in error. The record button being intended to "record conversation" not "record greeting" so the user ended up with a system prompt recorded as their personal greeting.

dans, have you been onsite yet or did this come in late and you wanted troubleshooting ideas before you go?

John

It is happening on all mailboxes. 8 does take you back to main menu. System reboot did not help.

John
I was onsite yesterday late afternoon.

Have you deleted all messages from each users recycle bin. If the total time consumed by 10 messages per mailbox times the number of mailboxes exceedes the voice mail space allocated funny things occur. Since this is a Norvergence I'm assuming 2 Hour VM capacity. This can be done remotely via any telephone if Installer Password is known. If you have never done this I can walk you thru. I've done it several times.

Then again I could be leading you astray, but I'm trying.

In a moment a PM will contain my cell number.

John

My guess is going to be a full memory module (flash drive). If that's the case, and if you're onsite, you can dial a 9xxx code to determine drive utilization (%). If not onsite, tech support can dial in and check it.

If that's the case, deleting recycle bin messages will help in the short term, but a long-term fix will also be necessary. For that long-term fix, I would recommend having tech support dial in and reduce the size of the recycle bin from the default of 10 to 3. I try to do this on all S-Class systems, when I remember. On those that have filled up, doing this usually remedies the problem, long-term.

Remember that just reducing the recycle bin size won't reduce the messages in the recycle bin. When you have this done, I would go thru each box and delete ALL recycle bin messages (or at least down to the last 2 or 3; all would be best). This not only allows the new recycle bin limit to take affect, it also gives you a little more breathing room on drive space, initially, and gives you a good starting point from which to measure success of the modification.
You might also have tech support look for invalid message count. That, too, can cause some screwy things to occur (although I haven't heard of it happening as much on the newer systems).

John, do you know if any of the Norvergence flash drives had that issue with the certain build of compact flash drives (a manufacturer issue, from the flash drive manufacturer)? I can't remember when exactly that occured, and whether it was after the end of Norvergence, before, or during. I think tech support can look for a certain flag in debug, to determine if your system has one of the suspect drives.

Up-date

Spoke with John and he recommended checking each mailbox recycle bin, (this is where deleted messages go)If these are not deleted storage space is used up and that causes the problem mentioned above.

John, thank you

Dan S

5Years, I personally am not sure of any Norvergence issues. I just relate them to issues I find common in S & C-Class systems.

During the post of this message dans calleed via cell and the problem has been resolved by deleting all messages in recycle bin.

John

Well the thought about the defective flash drives just came to mind, so I threw it out there. I think there was a tech bulletin about them.

As for deleting the messages in the recycle bin, that's good to hear that corrected the problem. However, as mentioned, it will ultimately only be a short-term fix if the recycle bin size isn't modified.

Agreed