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Posted By: Chris Rich Extension keeps losing it's VM button - 08/24/11 10:10 AM
We use DKT3220R handsets on our system and it's the VM button on the main phone that keeps forgetting it's role.

By "VM Button" I'm referring to the envelope button with a red LED beside it that flashes when there's new voice mail.

Even more odd is that the phone won't ask for a password when dialing 450 like the rest of the phones. Instead of a password prompt you get the "Please say yes at the tone of you'd like to speak with the operator."

To me this seems like the extension needs to be reprogrammed.. but looking things over in the emanager I can't see any 'oddities' in the places I've looked and wonder what pages/sections I should compare/confirm?
Posted By: newtecky Re: Extension keeps losing it's VM button - 08/25/11 11:31 PM
The first point to make is that the button is a message button, not a voicemail button. Whats the different? When it is not blinking, it does nothing. If it was a voicemail key (like on other systems) it would call the voicemail.

Also, by default, anyone can turn someone else's message key by calling the extension and press the MSG softkey or pressing 7. When the user presses the MSG button, it will call back the extension that turned it on.

This usually happens by accident. I don't think I have every seen a place that used that feature, or even knew it existed.

The second part, if only 1 extension does not getprompt asking for a passcode when calling the voicemail, then it usually means that the voicemail ID code (VMID) is not programed correctly for that extension.

It could also be that there is no voicemail box for that extension. Try dialing the extension number from the main auto attendant to see if that is the case.
Posted By: Chris Rich Re: Extension keeps losing it's VM button - 08/26/11 12:23 PM
Oh sorry, should have been clear that there is VMs in the extension's mailbox and that I have been fetching the VMs from my phone (int+450, failing the password, picking the main MB, and entering in his password).

On the bad extension:

When MSG LED is lit, pressing the message button goes to "Please say yes if you would like to speak with the operator"

When the LED is NOT lit, pressing the message button does nothing.

Dialing [Intercom] 450 gets "Enter your user ID"
____________________

We also had an email from a client saying "When I called I got a fax machine?!".

When I just tested the VM the first call was a serious fumble on my part so I hung up and called right back triggering line 2. This time a modem answered. I hung up and called back, getting line 1 and the VM answered.

Guess I need to figure that out too.
Posted By: Chris Rich Re: Extension keeps losing it's VM button - 08/26/11 12:41 PM
Oh and I just tried pressing the modem issue to see what the real-time port status screen shows in the LVMU as I dial it and the first call I made, before the screen finished loading took me right to the modem!

I tried a ton of calls after that, trying to tie up each line so I'd cycle through them all, but none of my calls were picked up by modem after that!?

We never have need for modem answering, our fax # is totally different, so even if it's a needle in a haystack problem, we would be fine with simply re-routing all modem calls back to the main VM (ex102)?
Posted By: newtecky Re: Extension keeps losing it's VM button - 08/26/11 09:33 PM
Problem #1: MSG light. Very odd, but like I said, other things could turn on the light. Enter #409 to clear out the light and see if things get back on track.

Problem #2: This "Fax Tone" can sometimes be the alarm system. If you know the numbers for each of your lines, call each line directly in this pattern;

Call line 1. Hang up. Immedialtly call back to same line (after line disconnects from Toshiba).
repeat for line 2. Call, hangup, call back to same line.
Repeat for all your lines.

If there is an alarm on one of you lines, it will pickup on the second call if you call back typically wthin 60 seconds. If this becomes an issue, have you alarm company move it to another line
Posted By: Chris Rich Re: Extension keeps losing it's VM button - 08/29/11 04:33 PM
Problem #1: MSG Light. The light turns off once I clear out the new messages for that extension. The LED is working properly and accurately. The ability to check voice mail by simply hitting that button is what's missing. Instead of "please enter your password" the phone now just says "please say yes at the tone if you would like to speak with the operator".

Initially I swore that we were unable to even cheat and use [intercom]+450 from his phone, I swear that I tried it and it failed. He has since been using the steps I tried, just hitting * during the "if you would like to speak to the operator" and then he keys in 102# (his ext) and then the password + #. That has him fetching voice mail the hard way but it doesn't make sense why it's not working 'as usual'?

#2: We don't know the line phone#s because they are all setup so that caller ID shows our main number regardless of the line we pick. I took a good look at the bix block and there's nothing indicating the incoming line #s.. Sometimes the local techs put tags on the newer installs but our building is pretty old. ;P
Posted By: Ottersnose Re: Extension keeps losing it's VM button - 08/30/11 03:46 AM
It sounds like Newtecky has hit the nail on the head with the Alarm line answering calls with modem tone.

What telephone system do you use? The extn which plays an incorrect greeting when messages are left has with all probability got the wrong Voicemail ID programmed.
We can tell you where to find this if you can tell us which telephone system you have.
Posted By: Chris Rich Re: Extension keeps losing it's VM button - 08/30/11 09:29 AM
Toshiba Strata CIX100 ?

The "Network eManager" says:

Equipment Type: CIX100 : ACTU
Equipment Version: AR5.20 MT042.00

I never know what to quote, but I know they are DKT3220R handsets?

Would be nice if all I had to do was tell it the extension.. Can't seem to see anything in the eManager screens that's out of place on that extension though?
Posted By: Chris Rich Re: Extension keeps losing it's VM button - 08/30/11 11:44 AM
Oh and I just realized I forgot a key issue.

Our UPS on the phone box was faulty, plus the battery on the LVMU seems to be toast, and for some reason it wouldn't take the backup we had. So we lost all the settings and I had to re-program it just as I did the first time it showed up.

Since then I backed it up and confirmed the backups restore properly... but I didn't consider the possibility that it came with some non-default settings and following a reset it might need tweaks to work with the way this system was programmed.

If anyone has info on safely swapping the batter I'd really appreciate it. The battery that's in there looks like a CR2032 with the top clip soldered/glued in place? Do I really have to de-solder it to swap it?
Posted By: Chris Rich Re: Extension keeps losing it's VM button - 08/30/11 12:42 PM
Ahhh and I managed to trigger the 'modem' on a first call while doing some "TIAS" fiddling.

The 'modem' sounds like a combo between a modem and a voice detect circuit. There's an answer carrier tone that sounds like a 33.6 modem answer tone, but there's also some beeps interspersed like a fax detect?

After speaking with the owner he's pretty concerned about it and doesn't feel it's an alarm feature as we only have a one-way dispatch system where it calls out during a panic?
Posted By: newtecky Re: Extension keeps losing it's VM button - 08/30/11 07:54 PM
Quote
Originally posted by Chris Rich:

After speaking with the owner he's pretty concerned about it and doesn't feel it's an alarm feature as we only have a one-way dispatch system where it calls out during a panic?
All alarms call out during an alarm, and almost all alarms will answer if you call into them as I said, as a way for aa technician to get remote access to them.

I have not heard of an LVMU battery going bad. Is the jumper in the ON position? If the system panics, it could default itself.

There could be something wrong with the setup. Did you do anything with groups in the voicemail?
Posted By: Ottersnose Re: Extension keeps losing it's VM button - 08/31/11 03:58 AM
Voicemail ID is in Station assignments basic tab fb19 and fb22 for message centre on Emanager. Make sure that the mailbox for the extn exists on the LVMU.
As Newtecky says most modern alarm systems have a trigger system to answer (which IMO is a pain in the ass) which works by ringing in and hanging up and then ringing back in immediately to trigger the modem.
Posted By: Chris Rich Re: Extension keeps losing it's VM button - 08/31/11 11:04 AM
But why would the modem be answering so aggressively all the sudden?

You mean this jumper?
[Linked Image from imgur.com]

I had it in the 'off' position.. I pulled the card and swapped it back to 'on'?

fb19 and fb22 were same as they have always been, fb19 is the extension #, and fb22 is 450 on all the phones, it's the link to the VM that I've yet to wrap my brain around. (I don't do 'phones' for a living, just a really in-depth tech nerd.)

I'm really starting to think this has to be a setting on the LVMU that was lost since it's all happening at the same time.. Modem answering and the message button stopped working?
Posted By: Chris Rich Re: Extension keeps losing it's VM button - 08/31/11 11:47 AM
Another oddity is the smdi_base_port in the LVMU system config.

It defaulted back to "201" but we've got VMs arranged by extension #s and the only VM we really need is 102 .. Changing the base port to "102" gives out the "Please say yes to speak with the operator" message to all new callers.. frown

I'm almost tempted to do the Plug N Play and try to figure out the base config again.. Might be the best shot?
Posted By: newtecky Re: Extension keeps losing it's VM button - 09/01/11 12:42 AM
Having the battery strap set to off would be a reason for the system defaulting.

If I remember your setup on the voicemail was a bit different in how it answered. When you change the defaults of 990 and 991, then some unforseen things could happen. If chain done is set to 0 in 990, then you could get that message.

Getting into the system configuration of the voicemail will extend past what is allowed on this forum. There is definately some configuration problems. Setting smdi_base_port to 102 is not the correct answer.

If it is the alarm answering with the modem tones, which I still think it is, one reason you may be getting more complaints is that the voice is not working right, so people hangup and call back. If the alarm hears a ring, then hangup, then another ring within a minute, it will answer. Usually having the alarm company move to another line, or fax, or even turning of that option, could help. The LVMU does have a built-in modem, but so far I have not heard f it answering by accident. Almost every time, it has been the alarm system.
Posted By: Chris Rich Re: Extension keeps losing it's VM button - 09/01/11 12:06 PM
Battery jumper, plus a bad UPS, plus a long power failure. Yeah I think it was reset. After running through all the messages (forgot about emails) from last reset I have the VM button for ex102 working just fine now. wink

Just for a lark.. In the LVMU, would setting:
- DND off
- Caller menu off
..for the SoftModem and FaxToneDetect (993/994) cause any problems? I also did an @G(102) for the extensions on both..

I gotta run but I'll try hammering it later on with calls to see if there's any change in modem answers. wink
Posted By: newtecky Re: Extension keeps losing it's VM button - 09/01/11 08:37 PM
Glad you got that part sorted out. If people somehow got directed to mailbox 993 then it would answer with a modem tone. The settings within mailbox 993 should not matter, and probabaly should not be changed if you ever want a tech to be able to dial into your voicemail to help you out.
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