atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Voice Messages Disappearing....

System: Merlin Messaging Release 2.0
Software Version: 2.0.20

Problem: A number of user voice mails are disappearing. Someone will call and leave someone a voice mail. When that users checks their voice mail, the message is not there. Today, a user had two voice mail messages, they were in the process of checking their voice mail, when they were suddenly disconnected. When they logged back into their voice mail, it said that they had no more messages, and they Red light on their phone went off.

As a side note, when I tried to setup a temporary schedule for the New Years weekend, the setting would not stay. The kept on going back to the way that they were.

Thanks in advance for your help...

I have a Definity Audix and every so often it starts to really mess up. I call Avaya and have them reboot my Audix and it seems to clear up the problem. Give it a try.

In your case it's even easier. Should work like the Partner. Just pull the plug, wait a few seconds then plug it back in. With any luck that should do it. If you still have problems it's time for a new messaging system.

-Hal

As Hal said just give it a power off, give it at least 30 sec then power back up.

Thanks. The rebooting seemed to fix the problem. Also cleared the error log and all is well. Thanks again.

In the voice mail an Intuity Audix or Merlin Mail card.

This will sound weird, but last week we had a bunch of power outages. Several Partner Messagings started doing strange things, like not recgonizing DTMF or cutting off incoming messages with "your message is too short - it has not been saved".

Doing a backup to the PC card seemed to make them behave, where cycling the power and doing a soft reset from the System Administrator's mailbox did not.

Could just be coincidence....

I've seen problems like this that can only be blamed on dirty power. Recently I had a new standalone ACS that was powered by a UPS that would lock up maybe twice a year. Reset it and it would be fine. Replaced the ACS and the new one would do the same thing. Removed the UPS and plugged it straight in and no problem since.

I theorize that under some conditions there was a spike or glitch from the UPS, maybe when it switches to battery or back to the line. Apparently the processor didn't like it. It was an APC Back UPS or something about three years ago. APC keeps changing and no problem with the current models.

-Hal

After rebooting the System, clearing messages from the transient and permanent error logs, deleting and recreating the affected mauilboxes, everything was working fine..... Then one of the users called me and said that he left himself a message overnight, and when he came in in the morning, it was gone. To answer some of the questions in later replies, the voice mail is a Merlin Mail Card. The systems is not plugged into a UPS. They are plugged into surge protectors. Does it seem like I should have to Messaging system replaced. Our system is old in comparsion to what is out there now?

Sounds like you may have a hard drive problem starting to develop. Probably would be a good idea to think about an upgrade at this time before it fails completely.

-Hal