sundance-communications.com/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Intuity LX Voice Mail dead air messages

Hi all,

I am trying to troubleshoot the following with Avaya and am not getting anywhere. Has anyone experienced the following:

Scenario:

Paul calls in sick. He dials his secretaries direct dial number, hears her greeting, leaves a voice message and hangs up.

Chris (secretary) comes in and see's a blinking message light. Chris logs into Audix, hears the header (date/time stamp) of the message. As soon as the message is to play, there is dead air/white noise/silence during the time Paul recorded his message. Then Audix asks if if Chris wants to forward the message, etc.

Problem: MOST voice messages are being recorded correctly and without error. SOME are not.

This looks like outside calls at the moment although there could be some internal messages getting blanked out. This is happening to a number of users. Some callers originated those calls on land lines and some originated their calls on cell phones. I have NO alarms or erros in my switches, voicemail, T-1's, trunks, etc. Most users ignored these dead air calls thinking someone intended to record a message but then chose to hang up instead.

I've tested each of the voice ports and they answer correctly. I've left test messages internally and externally and cannot duplicate the issue.

Do we have a Halloween Ghost messing with the recording button or has anyone seen such an issue before.

This Intuity Audix LX 2.0 was installed on Oct. 3, 2007, upgraded totally from a Definity Audix 2.3 It runs with a Definity G3si v. 11.

ANY thoughts would be very much appreciated! Rhonda :shrug:

Hey Rhonda,

Can I assume that you rebooted the AUDIX already? How about a full-blown database audit (Customer/Services Administration, Database Audits, Platform User Database Audit)? The audit could take almost an hour, but will help clean up hard disc corruption. It's kinda like running Scandisk on an old Windows machine.

There's a couple of other things that I'm curious about. First, does the mail recipient hear silence or white noise during playback? White noise may indicate a failing voice card. Also, would you say that the length of the silence is equivalent to the length of [what would be] the speech time? That information may be impossible to come by, but I thought I'd ask.

Now assume for a moment that the AUDIX is fine. Could it be that one of the voice trunks on the PBX side is somehow broken? You know, some kind of weird half-duplex thing? Find out if any of your coworkers are getting hang-ups or "I could hear you, but you couldn't hear me" type complaints. Since this problem seems to be isolated to outside callers, the problem may lie on the switch side of the house.

Thanks for your reply!

I haven't done an audit. The system is only 3 weeks old so I started a trouble ticket on it with Avaya but they seem stumped. I will ask them about this audit.

Yes, the recipient does hear the white noise and yes the white noise is approximately the length of the time the sender spoke. The sender and recipient work in the same office and in my building so I was able to question each extensively. The recipient also forwarded me the message with the white noise attached.

I thought about the T-1 line somehow acting up. I did status the trunks and all "appears" well. Most messages are getting through just fine so I don't know what to consider next. Yes, others are getting white noise message recordings but no one is stating that they are getting one sided calls although that is a good consideration.

I sent an email to all users to report any unusual occurrances with voice mail/phone and the only replies where these occasional 20 second to 60 second dead air messages.

I'll check with Avaya to check for a disc corruption and see if they will reboot the system. I'm not comfortable doing that myself and I do have full maintenance. I'm sure they'll have to send this up a tier to figure out.

Thank you for your input. I thought maybe this was a "glitch" of this system but if you guys and the Avaya Techs haven't had it before maybe I'm finding a hole.... hmmmm...

Thanks again! Rhonda

I've seen this "glitch" with Merlin Messaging a couple of times. In each instance, it was hard disc corruption. And less than one month ago, the same thing happened to a customer of mine who had a really old AUDIX Voice Power; the hard disc was also to blame. Similar symptoms were reported on https://www.tek-tips.com/viewthread.cfm?qid=1398302 but sadly without a posted resolution.

So this glitch is not specific to your AUDIX, but rather can plague any voicemail box that has moving parts.

In any case, a quick-and-dirty rebuild of the database and index files occurs automatically during boot time. Hopefully a simple cold boot will correct this problem. If not, the more thorough audit that I described earlier might do the trick.

Excellent! Thanks so much!! I will start in this direction tomorrow!

I'll post to let everyone know the resolution.

I looked through the Avaya site for you Rhonda looking for a PCN (Product correction notices) for this problem, and didn't see anything related to this. I did however find something that you can use if you do not already have it.

https://support.avaya.com/elmodocs2/intuity/audix/LX_r2/lx_r2_i1/index.htm

Thanks Mike. I do have this linked for other reference.

I came in this morning and my Audix was completely down. Unrelated as we had a power outage over the weekend and the data switch got hung up and the Intuity and the CLan couldn't talk. Since we've had a full reboot on the Intuity now, I am going to watch/listen for dead air messages.

Thanks again for all your help.

I would raise hell with your BP. If they can't figure this out today then they need to get Avaya involved tomorrow.

Did you remove the definity audix sandwich board from the G3?

Yes, the Definty Audix was pulled out and is in a box waiting to go back (we lease our equipment).

The next time it happens, I am going to insist that an Avaya Tech. look for this "disc corruption" or any other issue causing this.

I've always had good luck with Avaya figuring out the issue. I'm not sure what the hold up is here and especially since it's a brand new system for us.

Thanks for your input liquidvw! Rhonda

I would also complain to your Avaya BP and they should have access to Avaya's tier3 Intuity group. Shouldn't take long to get it fixed in that group.