atcomsystems.ca/forum
Posted By: joallen Key Voice Interchange 10.4 - 02/18/05 05:32 AM
Hi All, I am new to your fine board and did a little reading but could not find the answer to a couple of issues I am dealing with on a 24 port Key voice 10.4 interchange.

FYI - I am certified on Interchange and NT/2000 based systems certified.

I apologize if this is kind of long . . . Any info or opinions would be appreciated.

First of all it is a NT based system with serial integration to Centrex. I run a 202 S/T modem for the KVT system to a Siemans EWSD on the public switched network.

Here is what is going on – On busy no answer I route to a pilot number in a 24 hunt group for voice mail off my Centrex.

Intermitted SMDI issues - Calls hit voice mail and will route fine 9 out of 10 times. Sometimes on the line status monitor it will say wait caller ID and then route to the main greeting. Loop back device is good and modem at the CO has been replaced. 202S/T on my end looks good. Seems Like it gets worse as the system gets busier. What would be some possible causes of this intermittent issue.

Ready file queue overflow – The system is sitting on a TCPIP WAN with Exchange as the email server. I use automatically copy new message to SMTP address (whatever email I want it to go to) It will work fine but then suddenly for no apparent reason it will stop sending the WAV files to email and begin filling the ready folder with files. Also in the message folder it will have duplicate copies of messages causing the system to send an old message over and over.
For example if I look in the Message folder it will show MG000005918.000 and MG000005918.000.ready when this happens it will sometimes forward the same email over and over.

What would cause the system to just stop talking to exchange? Why would the ready file not be deleted after it is sent to the ready folder?

Defrag, Scannt and all of the associated data base fix ups do not help.

Of course, help desk is not too much help on this issue.


As a side - If any one has ideas that can fix the problems I am having, I am offering an offshore salmon fishing trip on Lake Michigan as a reward.

Thanks -

John
Posted By: Coral Tech Re: Key Voice Interchange 10.4 - 02/18/05 05:41 AM
Interesting. So apparently you are seeing that your software is acting kinda weird then? I would look REAL hard at database corruption OR possibly your PC is on the virge of taking a crap...ie hard drive failure. I have see simular things like this as the hard drive is just about to go on other voicemails. Make sure to back up.
Posted By: BIGDOG3c Re: Key Voice Interchange 10.4 - 02/18/05 07:04 AM
The queue overflow issue:

I had an issue close to this. It was with the faxing but it all routes through the ready box. Same thing messages were getting stuck in the rady box. I found that the email address set up in the voicemail was incorrect. Their server was rejecting one of the emails and for some reason the voicemail would not delete the message until they corrected the address in their email server.

This will also happen if there is no matching email address in their server. Say somebody leaves and they delete their address in the server but not in the voicmailbox.

The busy/na issue:

Not really sure what your set up is here.

You have centrex lines coming in to the voicemail with a caller id box for the serial integration?

Does this seem to happen when the que overflow is acting up?





------------------
[Linked Image from home.columbus.rr.com]

WWW.THEBESTPHONESUPPORT.COM

WWW.ABUGSEYEVIEW.COM
Posted By: joallen Re: Key Voice Interchange 10.4 - 02/18/05 08:26 AM
I should be clearer.

I have Centrex lines for the users that forward into a Centrex hunt group that is connected to the Key Voice system 1 line per port IE 25 lines. I use call forward directory option on Centrex to provide the SMDI routing digits so the call will go to a specific mailbox.

For example: You dial 555-4567 on busy no answer to forwards to 222-5000 (this would be the lead hunt group number) The switch sends a signal to voice mail so it goes to box 4567. It works most of the time but then sometimes it will go to the main system greeting (this is the default if the SMDI is not recognized.) It gets worse the busier the system gets. When I watch it on the Line status monitor it says, “wait caller id” Then it routes out to the main greeting instead of the correct individual’s mailbox. If you unplug the SMDI it will route to the main greeting on every call. IE no SMDI it will route to the main greeting by default.
Posted By: Coral Tech Re: Key Voice Interchange 10.4 - 02/18/05 08:37 AM
So you are just using the SMDI by the telco for routing to the proper MB correct? My GAWD that has to costing you a fortune!
Posted By: joallen Re: Key Voice Interchange 10.4 - 02/18/05 08:46 AM
And to blink message waiting lights on centrex phones.

John
Posted By: BIGDOG3c Re: Key Voice Interchange 10.4 - 02/18/05 08:49 AM
Have you turned on trace and verified you are getting information everytime?




------------------
[Linked Image from home.columbus.rr.com]

WWW.THEBESTPHONESUPPORT.COM

WWW.ABUGSEYEVIEW.COM
Posted By: joallen Re: Key Voice Interchange 10.4 - 02/18/05 09:08 AM
Just did a SMDI trace and I see the message everytime but then do not get the SMDI MSG on the the trace log when it routes wrong. Think it is the modem?
Posted By: BIGDOG3c Re: Key Voice Interchange 10.4 - 02/18/05 09:20 AM
I would say it is either the modem or the telco not sending it.

I would start looking at that.

If you could to double check it, set up your laptop with procomm or hyperterm. set the baud rate to the same as you intergration and plug in a splitter to your serial cable. Then route one side of the splitter to your laptop and see if it duplicates what you have coming into the voicemail.

This way you know for sure it is not getting sent down the serial link.




------------------
[Linked Image from home.columbus.rr.com]

WWW.THEBESTPHONESUPPORT.COM

WWW.ABUGSEYEVIEW.COM
Posted By: joallen Re: Key Voice Interchange 10.4 - 02/18/05 09:21 AM
Do you think a bad email address on one box might effect other boxes with a good address?

Like say it tries to send a message to a bad email then later tries to send to a good email could they all hang in the ready folder?

I could see this happening if an application was running that tried to send out all of the messages in the ready folder and then hitting a bad email address and hanging or just keeps bouncing the bad email off the email server over and over again.

Very interesting ........
Posted By: joallen Re: Key Voice Interchange 10.4 - 02/18/05 09:31 AM
Great Idea on the splitter ....

You are good. That would tell me right away about the SMDI.

John
Posted By: BIGDOG3c Re: Key Voice Interchange 10.4 - 02/18/05 09:40 AM
yes, on the bad email addy.

That was my problem on the fax issue I was trouble shooting.

let me know what you find out on the smdi. curious of the out come.

------------------
[Linked Image from home.columbus.rr.com]

WWW.THEBESTPHONESUPPORT.COM

WWW.ABUGSEYEVIEW.COM
Posted By: joallen Re: Key Voice Interchange 10.4 - 02/18/05 09:43 AM
Thanks big dog. I am working on an audit of the email addresses. I will be sure to post the results of the SMDI test.

If it works looks like you'll have a fishing trip coming.

John
Posted By: Punch Down Re: Key Voice Interchange 10.4 - 02/18/05 10:09 AM
Go into your VM directory and rename the following three files: trans.2d, trans.3d and trans.4d. These files I usually name as digit.2d, etc. These files are only used by the system for initial setup of the translation tables according to how many digits in your extension numbers. What I have found on numerous occasions is that for some reason sometimes the VM when looking for the translation table to use it will grab one of these files. This is especially true if you have written specific rules for different translation tables.
Posted By: 5years&counting Re: Key Voice Interchange 10.4 - 02/18/05 07:07 PM
For the email, it sounds like you are using just SMTP, not IMAP4. Either way there is a file to test them to make sure it is communicating correctly with the Exchange server, per address/login. Sometimes those test files are not loaded on the voicemail machine, though. Email me if they're not there and you want it/them. I think I stored a copy somewhere that I could send you. I believe the files are called testsmtp and testimap. This provides an easier way to test than does manually making a telnet connection.

I also think in order to reset the ready folder (and other techs please correct me if I am wrong), you may need to clear out what's currently in the ready folder.

On the SMDI, didn't you just say that the SMDI trace was showing the data, but that it just wasn't showing up in another log? Or did you say that it showed up in the trace when it routes correctly, but doesn't when it fails? If the former is true, then it's getting there and not being translated correctly, making me suspect the *.lnk file. If the latter is true, I would suspect the modem or something else causing it to not get there.

What about the setting on the Serial Integration page where you tell it how long to wait for a serial message? What about the entry in the VM.CFG file where you tell it to answer first (SMDI ANSWER FIRST, I think)? Could you extend out the seconds to wait for serial message, and maybe extend out the initial pause, just to make sure it isn't arriving late, causing voicemail to miss it? Either way, the split serial cable should tell you. This just might help find the actual fix if you are consistently receiving the data from the C.O.

Sorry for the lengthy response, I'm just throwing out ideas that are coming to mind. I can't be real specific because I don't have a VM or book in front of me right now.

Let us know how it turns out.

[This message has been edited by 5years&counting (edited February 18, 2005).]
© Sundance Phone System Forums - VOIP & Cloud Phone Help