atcomsystems.ca/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Disappearing record-a-call messages

We recently switched from Unified Messenger to "Forward only" and "Forward and copy". Some of our reps provide teleclasses. They like to record the classes. Once we switched from UM, they were no longer getting their messages. "Record-a-call max message lenght" is 240 minutes. Their mailboxes mailbox maximum is 90 minutes. The classes are never more than 60 minutes. The Record-a-call settings under "System" are set to associated mailbox and "No" to user keyed extension. The recordings do not cause to the user's mailbox to exceed the maximum size of the mailbox.

Any ideas of why they fail, or where they're going?

They just disappear.

What kind of mail server are they using? Is it on site? Are they getting all other messages besides the recorded ones?

Onsite Exchange 07. They are receiving standard length messages. It is the long recordings that are not being delivered.

We have a 25M limitation on the mailboxes. What is the sample rate? Is it possible the wav file is exceeding the limitation? If so, is it possible to alter the sample rate?

This is a mail server issue. Remove the size limit and then run some tests.

I won't be able to get the mail guys to up the limits. Is there a way to change the sample rate or retrieve the undelivered messages?

No, once the messages leave the voice mail system it assumes their being delivered so theres no copy and no way that I know of to change the sample rate. If the IT staff wont budge then the client will have to deal with it unless you go over their heads and plead your case to the higher ups. Theres no real drawbacks to allowing large attachments in. If their worried about the Exchange database size then the users can archive the recorded calls to cd and delete them from their mailbox.

Shoulda, coulda, woulda. Clients maintain their mailboxes? You are an optimist. I did a test of my own. A one hour recording could be nearly 30MB. The Outlook client on VPU doesn't show any sent emails. Wah!

Unfortunately your going to have to get this worked out with their IT staff. I dont really see what big issue is with the limitations. They could change it on a user basis and not system wide. You also wont see any sent email on Outlook because the VPU is using SMTP to communocate directly with the email server.

There are a couple of issues that come to mind. I've seen this a few times.

I'm a little unclear on part of the issue. Are the messages going to the mailbox, and you're not getting the email copy, or are they doing neither?

The first issue that comes to mind is a shortage of space on the C: partition on the Axxessory Talk if it's the email that is being lost. On large wav files we've seen this happen when over time, the registries on the Windows box get bigger and bigger and space for the temp file depletes even though there is plenty of space on the other partition.

The second problem seen a LOT on email delivery of the wav files when using POP3 is the firewall/router gateway setting. 100Mbps, full duplex will cause problems that will have you chasing your tail for months. On our installations we set up a DMZ and allow the office LAN to run at that speed, but then put the Axxessory Talk off to one side and configure a seperate firewall to run at 10Mbps, half duplex for the locations that use POP3 for delivery.

One simple thing to do here is remove the email restriction from one email box and then try a test. This will give you a definitive answer as to where the problem lies. What kind of system is this by the way? Phone and vmail.