Business Phone Systems

Previous Thread
Next Thread
Print Thread
Rate Thread
#636928 05/27/20 05:33 PM
Joined: Jun 2008
Posts: 11
Member
OP Offline
Member
Joined: Jun 2008
Posts: 11
Hello-I have a customer with a CIX100 and an iES16-XP. They are using unified messaging on a couple of mailboxes and it has recently stopped delivering the emailed messages on all of the um boxes. I haven't had any trouble with the system since we installed it years ago, so my troubleshooting of the um part of it is definitely lacking. Any suggestions? Thanks-John

Atcom VoIP Demo
VoIP Demo
Joined: Aug 2002
Posts: 4,918
Likes: 1
Administrator
Offline
Administrator
Joined: Aug 2002
Posts: 4,918
Likes: 1
That usually has to do with the SMTP client

Joined: Jun 2005
Posts: 2,654
Likes: 4
Member
Offline
Member
Joined: Jun 2005
Posts: 2,654
Likes: 4
About 99% of the time when messages stop coming to email, something has changed on the email service. The way Stratagy sends email messages worked well when most businesses had a local exchange server, but now that most use a cloud service, it has become much more difficult to send messages.

The first step is to see if the customer changed email services. About half the their IT moved them over to another service and just figured that the messages would keep coming. Another 25% of the time there are network changes to the firewall, or DHCP or DNS server. A few time there are changes to the email service provider that start to reject the messages.

So first you will have to have a conversation with the customer regarding their email services, and if there are any changes to network or email recently. Also get the Stratagy log files. They will usually tell you about the conversation that Stratagy had with their mail server.

Joined: Jan 2005
Posts: 15,351
Likes: 12
Moderator-Vertical, Vodavi, 1A2, Outside Wire
*****
Offline
Moderator-Vertical, Vodavi, 1A2, Outside Wire
*****
Joined: Jan 2005
Posts: 15,351
Likes: 12
^ Ditto:

I don't know anything about the Strategy IES, but I have encountered this on several other voice mail systems. Every time, it has been due to an change in the customers DNS server settings. This most often occurs when they switch ISPs or replace routers and forget to tell us.


Ed Vaughn, MBSWWYPBX
Joined: Jun 2003
Posts: 3,273
Likes: 1
Moderator-Toshiba
*****
Offline
Moderator-Toshiba
*****
Joined: Jun 2003
Posts: 3,273
Likes: 1
The best way to troubleshoot this is to run the Stratagy trace. Choose SMTPSEND_New Message as the template and the user you're testing with. Pick the color red as the text so that it stands out in the trace log. Then leave a message for the user and look at the trace which is in real time. The general steps the iES does when it tries to send out is that it does an NSLOOKUP to find the SMTP server. It needs a valid DNS server to do this as Ed pointed out above. You will see that in the trace if it fails to resolve the domain. However, it skips this step if in the Stratagy parameters has the sys_smtpserver_gateway defined. If that field is defined, make sure it's valid. If it gets as far as contacting the SMTP server, you will see the response from server. Another common problem is that the customer's IP is blacklisted. If so, you will see that in the trace.

Joined: Jun 2008
Posts: 11
Member
OP Offline
Member
Joined: Jun 2008
Posts: 11
Thanks everyone for the help. The customer's IT had made a change in their SMTP server. Thanks again!


Moderated by  Carlos#1, phonemeister 

Link Copied to Clipboard
Forum Statistics
Forums84
Topics93,834
Posts636,792
Members49,652
Most Online5,661
May 23rd, 2018
Popular Topics(Views)
Today's Birthdays
AWhite, jnimmick, MarkTPN
Newest Members
machinegod, Gtownpaper, Lazlo, devben, bubblegum
49,651 Registered Users
Top Posters(30 Days)
ramo 13
pvj 11
Toner 9
Who's Online Now
0 members (), 32 guests, and 32 robots.
Key: Admin, Global Mod, Mod
Contact Us | Sponsored by Atcom: Business Phone Systems | Terms of Service

Sundance Communications is not affiliated with any of the above manufacturers.
©Copyright Sundance Communications 1998-2023
Powered by UBB.threads™ PHP Forum Software 7.7.5