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VM Box not "Hearing" callers message
#463300 08/23/07 08:40 AM
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We are "supporting" one ESI system (very small). We helped the customer out of a jam by moving a few extensions and clearing up some C.O. line problems about 3-4 months ago.

They don't have an ESI dealer in town, and I only know of one other ESI system around here (a Norvergence deal from the past). We don't care to take on another system, but would like to help them out if we can. Here's what I know:

Customer says callers call in (all calls are answered by VM/AA) dial an extension, and when the caller goes to the extension MB, they cannot leave a message after hearing the greeting---they get "cut-off" after about 3 seconds. This is happening on an intermittent basis. However. yesterday, I called in, and it worked fine.

We are going out there today, just to see if it is a C.O. line or C.O. port issue. I also will try to get some information about who they had put in the system.

Question: Could this be a programmable issue (seconds of silence e.g) in the VM? Can any help be offered via phone??

We'll update this when we get back later on today.

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Re: VM Box not "Hearing" callers message
#463301 08/23/07 09:31 AM
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Hey, JW

Whay is the size of the system because a reseller can dial in and look at it remotely on most of them. If you need some help let us know.

Re: VM Box not "Hearing" callers message
#463302 08/23/07 09:48 AM
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Is the mailbox full?

Re: VM Box not "Hearing" callers message
#463303 08/23/07 10:17 AM
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JW, I believe you have an older 2 hour VM in play here. The ESI system has a recycle bin where deleted messages go. The tenth oldest message gets completely deleted when a new message goes into the recycle bin. If the system is at near capacity and an 8 minute message gets deleted it might bump a 30 second message out and become overloaded. It will remain overloaded until a smaller message already in place gets deleted plus 9 more smaller one till the big one finally gets dumped.

If your onsite you can delete the recycle bin by the following procedure:

PRGM-STAR-100#-9

Then press 7 to delete them one at a time and get all 10 of them.

You are only deleting messages that were already heard and deleted once by the user.

Next you will need to do the same with Ext 101 and so on down the line.

If a password is requested use your installer password.

There is also a remote way to do this if you are away from the location which I'm not gonna share on the open forum.

I'll PM you my contact info.

Re: VM Box not "Hearing" callers message
#463304 08/23/07 11:12 AM
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You didn't say what happened after the caller was "cut off" but like you mentioned rt could also be the threshold level setting for the mailboxes. This is not available in ESI-Access or ESI Programmer but is an advanced level setting.

It can be tested by calling in and leaving a message at different voice levels. I would guess though that there is a better chance that it is a full mailbox or VM like John said...


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Re: VM Box not "Hearing" callers message
#463305 08/23/07 11:34 AM
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I called into the system and deleted contents of the recycle bins. There wern't very many at all. I requested to be transferred to MB100 to hear what happens. When the tone came to leave the message it cut me off during the middle of the message. I'm leaning toward line receive volume level next.

Jim, Whatya think man.

BTW we arn't sure which system it is, It was described to me as an ESI 2 except she said it was in roman numerals???

I asked if there was any C's or S's or E's in the name and she said no. It apparently has 12 operating extensions?

Thoughts????

Re: VM Box not "Hearing" callers message
#463306 08/23/07 12:46 PM
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Get into programing(through the phone) and dial 9813, it will tell you how much space is left in the VM, I have had this happen and the VM was about full

Re: VM Box not "Hearing" callers message
#463307 08/23/07 01:39 PM
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John---nice talking to you this afternoon.

Make sure you and Jeanne (Bergstrom) are on the same page as far as your payment goes.

We went there today, but I told her it was a "No Charge"---because we really didn't do anything except refer them to you--and we were on our way to another job, anyway.

If you need us to do anything there, let me know. It's in your hands now.

Re: VM Box not "Hearing" callers message
#463308 08/23/07 01:51 PM
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I'll do my best but I'm gettin on a plane in a few hours headed to Maine.

Here is what I have for the fellow ESI Techs to chew on.

Still don't exactly know what type system it is but it runs on 2.05.07 Software and the phones are the ones with Park1-Park2-Park3.

The 9813 results are that it has 98% free space so the VM Full issue is out.

This system must be one of the oldest of the older ESI's.

Re: VM Box not "Hearing" callers message
#463309 08/23/07 03:10 PM
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I have had to add new software to the older systems to beat this problem at more than one location. The system actually never dumps so the storage capacity continues to fill up until you can't leave any messages for anyone. You will get cut off. After uploading the new software the prompts will need to be re-recorded. I have downloaded all prompts and then uploaded them after upgrade of software, but the personal greetings all have to be re-recorded. The software update is on the resellers site. This sounds identical to the problems I've had. Chris in tech support is very good with this problem at ESI. Good Luck...


Tony the Phoneman
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