atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Avaya Voiceworks problem

I am a mitel guy but have a customer that has an Avaya Voiceworks VM system. They have been getting messages on both admin and guest boxes that mailbox is full and when they try to retrieve messages they dial *R to retrieve and it won't let them do it saying the mailbox is full. When they have a reset on the system done remotely it will work for a couple of weeks then just go back to doing the same thing. Their vendor is saying the whole VM needs to be replaced. Doesn't sound right to me. Any thoughts / help would be appreciated.

*R sounds like an Avaya voicemail. But "Voiceworks" does not.

Is this a separate box for voicemail? Or a card in the Partner?

Either way, though, I would have to lean towards the hard drive going bad. It is easier to replace the entire voicemail card, as opposed to pulling the voicemail apart to replace a hard drive that you procure elsewhere.

I would replace the card as the vendor is stating, if it is refurbed, it will still have a warranty, doubtful the hard drive would.....

I have never heard of a "Voiceworks VM".
Like Matt said "Are you sure that is the name of the VM Dane"?
If it turns out to be a PC card or circuit pack mail on a Partner. I would try defaulting it and starting from scratch. I have had to do that before on the PC card mails before and it cleared up the problem you are describing.

Voiceworks sounds like an ESI after market voice mail.

I Googled "Voiceworks Voicemail" and searches came back with ESI as Dave suspected. Do you remember which Avaya system they have (Partner, Legend, Magix or Definity)?

Dane,
I would check on General Mailbox if they have one. That might be full and occupies time space which is making MBs go full fast cause is limited total VM's hours.

I am very familiar with the ESI Voiceworks voice mail system, in fact I have many of them in service.

Does it look like this (below the KSU in this picture)?



I can assure you that *7 is not a valid function on this system. * is used to first enter a mailbox as an owner followed by their mailbox (either manually dialed or via in-band DTMF). Once inside a mailbox, 7 is used to delete the current message playing.

I'm confident that your customer does not have a Voiceworks voice mail.

I think "Voiceworks" is IVR software that runs on a Conversant system. We need to know what hardware you are working on.

Oaky guys - thanks - I am going to get more info and will post back

Okay - the GM is out today but I fianlly got intouch with the engineer. He said he has an AVAYA definity and says their is a PC / Terminal there that says "Guestworks" on the back of it.

Thanks