sundance-communications.com Forums Telephony Discussion Phone & VoIP Systems Samsung Telephones & Systems Trouble accessing voicemail from analog extensions

I have a customer with three OS 7200 cabinets at different locations, but on the same VLAN. The sites are connected by point to point fiber links, so it's just one big LAN. SIP trunks and central voicemail are on one cabinet at the main office.

One of the secondary locations started complaining that several employees were not able to access their voicemail. All affected users have analog extensions. Users with IP extensions are not affected. The analog extensions can dial into the VM with no problem, but cannot successfully enter their passwords. It seems like the VM is not correctly reading the key presses. In testing, we would often get an incorrect password message before we had even entered all four digits.

I can access these same mailboxes from one of the IP extensions and everything works perfectly. Samsung tech support has been no help so far. I'm hoping you guys will have some brilliant ideas.

I got a new bit of information on the this issue today. According to the latest testing, it appears that the SVMi is "hearing" multiple key presses when there is only one. For example, the user dials "0" on their phone and the SVMi at the remote location hears "000". Any thoughts on what would cause this?

Faulty cabling between the handset and system.

I've had dodgy cabling cause phones to dial out by themselves

When you say analog do you mean 2500 series sets? Or are you referring to Idcs digital sets? If you mean analog 2500 series sets if you put a digit grabber at the system do you only see the correct digits? If you turn cdr on for the remote and local site what do you see on each report?

If you have a spare port on the cabinet for a sli then plug your butt set or the phone directly into it and see if the issue still happens. Could be faulty cabling or faulty device.

So the analog extensions can dial the voicemail extension and other extensions with out an issue? Does the voicemail playback invalid entry after they put in their password?

What s/w levels are the systems on and what level is the voicemail? Are the cards Sli2's or 3's?

First of all, thanks to all of you for your input. I apologize for not following up here sooner. I did get this issue resolved and wanted to post what I found so that it might help someone else in the future.

Just to clarify a couple of issues, the analog extensions are using cheap single line sets with message waiting lights. They are able to dial other extensions, including the VM extension with no issues.

The problem apparently started when the system was upgraded to v4.98 from v4.70 (all three locations). After reviewing the system programming again, I found that SPNET Digit Send (under DM 3.3.4 Networking Options) was set to MCP Signaling. Changing this setting to MGI Signaling resolved the issue.