atcomsystems.ca/forum Forums TDM Business Telephone Systems Vodavi Telephones & Systems XTSc-IP Flash Based Voice Mail strange symptom.

Ok, User has a XTSc-IP with in-skin flash voice mail (VM1B).

Everything seems to work fine EXCEPT you can't dial into Voice Mail with a VM group pilot number (440). Flash 65 shows it is set up correctly. Flash 40 shows: V440N S100D which I believe is correct. You can get in by dialing an actual mailbox number, like 108, 109, whatever, and get to the admin box 15-00 king of a "backdoor" way. But you cannot simply dial a VM pilot and get there. If you dial 440 the LCD of the shone shows the switch is dialing the Voice Mail, and it rings' but the VM (440) never answers.

When an outside CO line rings in and it is forwarded to VM by night service the VM never goes off hook. It just keeps ringing. No delay is set.

Any ideas?

As a follow-on to this post yesterday, the voice mail card has three green led's on its front edge. The top one is illuminated brightly, the second one less brightly, the bottom one is blinking. The legend printed on the card by the blinking led says "busy".

Can anybody help me?

Let me start by asking two simple questions...are you sure you are dialing one of the actual voice mail extensions? Secondly are the extensions in program 440 the correct ones? If all that is correct and the system refuses to play any type of greeting such as enter password or a system greeting then I would suggest that the vm itself needs to reinitialized thru hyperterm.

Derrick, thanks for answering.

To answer your first question, I sure think so. This office had 8 extensions (100-107). If you dial 108 or higher, up to like 157 or so, from one of those extensions you get the voice mail, once in you can go anywhere; set up an individual mailbox, manage administrator's mailbox, manage system greetings, call routing, virtually anything. It seems to work perfectly except you can't get to the VM by the pilot number (440) which is what the KSU is suppose to be dialing when an outside CO line is directed to VM. In fact, if you dial 440 from an extension the LCD on the phone says "calling Voice Mail". It rings but the VM never answers or goes off hook. One other curiosity, the "busy" LED on the front edge of the VM circuit card that docks into the KSU blinks steady. I don't know if that is normal.

I did a reset on the VM card reset button, later via hyperterminal, and a master reset of the KSU and then reprogrammed by the manual which I have (all 814 pages)

BTW, everything words fine in hyperterminal.

I'm stumped.

When you dial any voice mail extension then some kind of greeting should answer not "enter mailbox password". IF 440 is programmed correctly it will ring and the response should be "enter password". So first you have to check flash 65 programming and make sure that the vm extensions are all in there as members of that group. Just those eight numbers, no more no less. The blinking light is normal.

They are open tomorrow so I will be back in there. I will try that...Thank You so much Sir

Well,

I spent about 3 hours on this today...totally frustrating. We would like to upgrade them to Wave eventually but we have to fix this first.

Anyway, I checked everything that stood out to me:

1, flash 24 shows the VM1B properly installed in slot 7

2, flash 65 shows the group one is set up (440). There are 8 possible VM groups on the XTSc-IP. Only one is programmed.

3, also flash 65, within VM group one (440) only stations 100 and 101 are programmed as stations. the manual says up to 24 stations can be assigned, this system only has 8 to begin with and only 2 are programmed (100 & 101). Initially, all 8 were programmed but I removed 102 through 107 in hopes I was freeing up ports.

4, there are some options under flash 65 that I left at the default:
STANDARD LEAVE MAIL INDEX ENTRY left at default of "0"
RETRIEVE MAIL INDEX ENTRY set to the default of "1"
VMID STATION NUMBERS set to "same as station #"
NO ANSWER LEAVE MAIL INDEX ENTRY left at default of "0"
BUSY LEAVE MAIL INDEX ENTRY left at default of "1"
VOICE MAIL ID TRANSLATION set to default of "station numbers are assigned as vmid digits

all the in-band signaling parameters are set at the default which I verified.

All the programming using hyperterminal fits perfectly with the book...everything is where it is supposed to be and works as indicated. The PBX integration screens are exactly as prescribed for this VM unit.

One curiosity that I noticed is that under the mailbox assignment screen when using hyperterminal, the system creates by default a whole bunch of mailboxes, 50 to be exact.

When using hyperterminal, I am connected through the serial port on the VM board, should I be on the CKIB instead, or does it matter. The VM book seems to indicate being directly connected to the VM board.

If I dial 100 through 107 i get that actual station (extension) which is all they have. If I dial 108 through 115 the VM system answers and say "if you have a mailbox on this system press #, enter the extension number of the party you are calling" If I dial anything above that (116 and up ) I get a reorder/error tone.

If I dial 108 to 115 after the system answers I can set up mailboxes, do all the admin options, anything I want.

It just just doesn't answer when you dial 440 or when an outside CO is assigned to VM group 1, day or night.

One big question in my mind is this: The book says this VM card has 8 ports. Each port can address 24 stations and 250 mailboxes. I noticed that each of the 8 ports can be programmed to behave differently with different call routing and messages. This could be the key I am missing. I can't find anywhere that there is a place to direct 400 to a certain port in the VM system. Logically it should be selected somewhere or else why could each of the 8 ports have a different auto attendant scheme.

The integration options in flash 65 are for an analog voice mail, not for the inskin flash or hard drive voice mail. Regardless of how the ports are programmed, calling 440 should always result in vm asking for a password or if the extensions do not match the voice mail boxes you would get the "if you have a mailbox on this system...so if it may be possible that the phone system is not sending digits to the vm, (very rarely does that happen) which the reset button on the phone system mpb may fix. Secondly the vm is not paying attention to the integration and that requires re-initializing it. You talk to the voice mail using the db9 on the voice mail card. One other thing, check flash 67 button 1 and 2, make sure they are enabled as well.

Thanks Derrick, I'll try that today.

flash 67 flex button 1, 2, and 3, are all enabled

Do you know if moving the VM card to another slot is worth trying?

I wonder if I should try to re flash the software.

Reinitialize the voice mail. This will set passwords back to 0000 and deletes all the greetings not menu prompts. It deletes all the messages as well. Can't do anything about that.

Moving to another slot won't change anything. Upgrading the vm firmware will reinitialize the vm as well so you might as well reinitialize it first. I think you have run out of other possible fixes.

Derrick, Thanks again.

Will try that first. There is an initialize function in the hyperterminal VM screen. I assume that is the one.

There is also a reset button on the VM card, do you know if that dies the same thing?

Derrick, one other thing now that I am grasping at straws:

This KSU was moved when they moved their office. I set it up at the old place and here also but I didn't move the equipment. When I opened the case they had stored the power cord in the KSU in the compartment under the card slots. Since someone had opened the case I have scoured it carefully and notice the switch on the PMU (at the upper end of the power supply area) is in the off position. Do you know if that is normal?

Did you double check to make sure all of the voice-mail extensions are set up in Flash 65 for VM Group 1? Button 12. See what extensions are in there, and then dial each extension from a phone and see if the VM answers.

Maybe I'm way off here but why aren't you using 450 as your voice mail hunt group. The way I look at it is that 450 handles outside line calls & 440 handles voice mail stations. Put the voice mail ports in the 450 group, change the ringing assignment some & let her go.

Dave, the problem as I understand it is that when dialing 440 the voice mail does not respond at all when it should be asking for a password.

The reset button on the voice mail does not reinitialize it, it reboots it. By all means try that button, it will not make anything worse happen. I thought you had tried that already. There is also a reset button on the XTSc motherboard as well. However I fee sure if the programming of the phone system is correct, then this is a voice mail card issue...the flash vm is known to act flaky at times.

Switch 8 on the bank of 8 dips should be off. The battery switch should be on.

Thanks guys, any help is greatly appreciated.

Did you double check to make sure all of the voice-mail extensions are set up in Flash 65 for VM Group 1? Button 12. See what extensions are in there, and then dial each extension from a phone and see if the VM answers.

VM does not answer if I dial 100 from station 100 and so on up through 107, there are 8 actual digital stations connected. If I dial 108 to 115 from any extension it does answer, and it answers with the correct greeting if it was an outside CO being directed to VM, and responds to prompts as programmed by the CCR menu. Once it answers, I can hit the # key and get to admin options and they all work as they should. If I dial 116 and higher I get a reorder/error tone. I know it's weird.

VM group 1 is properly set up in flash 65 button 12 and the 8 extensions are on it. button 12 shows: V440 STA 100 101 102 103 104 105 106 107. Flash 40 button 13 (the display button) shows V440N S100D S101D S102D S103D S104D S105D S106D S107D. I think that is correct for this particular setup.

Does anyone know if the PMU card above the power supply area of the MBU should normally operate in the "on" position or is that just for upgrading the flashprom???

This one is "off"

The whole issue is it just doesn't "answer" when you dial 440 and it won't "answer" when a CO line is transferred to it either manually or by CO route programming; like night service for example. Otherwise, it functions perfectly as far as I can tell.

Also, 450 is for hunt groups, I don't have any hunt groups programmed. All 8 extensions ring as per customer's instructions.

I would normally think that one of the boards has gone bad but since everything works perfectly otherwise I keep thinking I am doing something wrong.

yep, the switches are in the right place but I don't know about the PMU switch...this one is off

Just a second here. The voice mail extensions in group 440 cannot also be actual phone set extensions. The vm card slot has its own set of eight numbers which start where the last actual extension ends. No wonder we are chasing our tails here.

The question I asked at first is group 440 programmed correctly, it appears not to be. You need to find out what the port numbers of the vm actually are. They start where the last digital station ends as long as the vm card is in at the end of the dtibs.

Yep...you're saying your vm extensions are 108-115. Those are the extensions that should be programmed into F65, B12.

I don't know what I am missing.

In flash 65, button 12, I set up the extensions 100 through 107 as mailbox stations.

In hyperterminal the VM system automatically generates 50 mailboxes when you go to that screen.

I have no idea why I can reach VM by dialing 108 through 115

I have no idea why 116 and up gives me a reorder tone

What am I missing?

116 gives reorder tone because it is an extension number connected to nothing. The voice mail boxes have no relationship to the port extension numbers.

The vm card is eight "phones" on a card and it has its own extensions, take 100 thru 107 out of 440 in flash 65 and put 108 thru 115 in their place and the voice mail will start working correctly. Once you do this dialing 440 will result in the vm asking for a password.

Derrick,

That would explain why I get the VM system when I dial 108 - 115... the next set of 8 above the actual extensions.

What throws me off is that on the mailbox set up screen in hyperterminal the extension numbers and the mailbox numbers are the same.

I will take it on faith and give that a try tomorrow.

Thanks.

If this works I owe you big time.

To be more precise the voice mail boxes and their associated extensions have no relationship to the voice mail hardware port extension numbers. The voice mail answers up to 8 calls at once not 44 which is the number of extensions the XTSc can have.

a drum roll please...

EUREKA...IT WORKS!!!

And I feel like an idiot. I was a Panasonic man years ago and a guy who worked for me was Vodavi certified, who is now in Thialand.

I need to go back to school.

Thank you ever so much Derrick and others who gave this some thought and answered my query.

Not to press my luck, but if I set up three virtual off net extensions for outcall would I need to start mailbox assignments at 111 instead of 108?

I guess I should ask what you want when you say outcall? If you mean you want to dial an extension that is forwarded to an outside number you would start with 116 and forward it to a speed dial bin that has the number you want in it. You set virtual extensions in flash 51 programming.

Well, they have three folks that work from home. I can set up a speed dial on flex buttons 108, 109, and 110, put their phone numbers in speed dial for those people, assign those buttons to them.

When whomever at the office answers, they can forward with two buttons, trans and that flex button. If the auto attendant gets it, it will transfer by either dial by name or "press 3 for George", or whatever.

I just don't want to create a conflict with this voice mail numbering issue that I still can't get my brain around.

I was going to dig into this later myself but since you are here so to speak could you tell me if I can set up a sequence where the voice mail system will answer with a message like "thanks for calling XYZ, someone will be with you monentarily" then ring are the 8 stations, and then follow the preset forwarding timer back to the auto attendant if they don't answer?

You should not have 100-107 set up in F65, B12. From what you wrote above, "If I dial 108 to 115 from any extension it does answer, and it answers with the correct greeting if it was an outside CO being directed to VM, and responds to prompts as programmed by the CCR menu.", your voice-mail extensions are 108-115.

Remove 100-107 from F65, B12. Put 108-115 in F65, B12. Then dial 440 and see what happens.

Thanks nfc...we got that, it is working correctly with VM ports set to 108 to 115

I was just trying to determine if I set up 108 to 110 as virtual extensions if that would mess us the above

Yes it would, those are vm port extensions and cannot be used as anything else. If you want to create virtual extensions start with 116.

thanks again Derrick, and the rest of you too, for all your help

Your are welcome.