Delayed Voicemail delivery on Nortel Meridian Mail / Option 11c

[Genoblade]

I have 2 users (out of 90) complaining that their voicemails are delivered some from 2 hours up to 2 days after the caller leaves them.
I see variations of this same issue in other posts dating back to 2003 but no real (logical) answers.
I'm just a systems analyst who got this PBX dumped on his lap because I try to fix pretty much anything and being able to do a couple of things here and there.. Add phones, add call routing etc but this issue has me scratching my head for few months now.
I initially thought that this delay was due to time ...Time is correct
Thought that this issue was due to a full disk... had managers make sure everyone cleared their VM's and the issue happened again.
This issue is sporadic and only happens enough to annoy the user but no nearly enough to troubleshoot.
Rebooting the Meridian box appeared to help for a couple of months but the issue came back.
I’m sure there is a logical explanation but without knowing how a voicemail is processed by this PBX I have no clue where to start.
Any thoughts?


Per user:
It is doing it again. I was here till 7:00 p.m. Checked My messages....No messages on my phone. Came in this morning the messages (9) are starting at 9:51am yesterday and I was in my office all day!!!
Seriously you HAVE to fix this!!!!


Hahaha welcome to my world

 

[Jeffnortel]

I've had customers complain about this type of problem for 15 years. Yet to hear or find a logical answer behind it... Its probably happening to more people but heavy phone users may notice it or user with a little common sense. Delete and rebuild the mailbox has worked the best.

 

[Genoblade]

Thanks JeffNortel!
I will rebuild the VM Box tomorrow and see if it helps
BTW got another e-mail from same user:

-"Did it again today. No messages 6:30pm when I went home came in this morning and calls all the way back to 12:25 yesterday!!"

Dont thank me .. im just sharing the love haha
I will post if this fixes the issue.

 

[bdmcdonald99]

I have been dealing with this forever on all types of voicemail systems. Ask this question, are you checking for messages all day and then they are there the next day OR are you relying on the light to come on to notify. The problem is more likey the light not coming on for whatever reason not delayed messages.

It's a phone system, NOT a clock!

 

[trvlr1]

The notification of voice mail is a very low priority on Mermail, so if the system ports are busy, it may be some time before messages are indicated. You might want to check on how many ports are set up to deliver the messages indications and expand that number if possible, giving the system more of an opportunity to "get the word out" so to speak.

 

[Genoblade]

Thanks for your replies guys!
at bdmcdonald99 : the user learned to check her voice mail thought the day and not rely on the VM indicator light so we can rule that out.

I placed the phone on diagnostics mode (by disconnecting and pressing and holding the RLS button than connecting back in.
all the phone buttons and lights appear to be working properly.

I disabled the TN enabled back up, performed an easy change of key 0 (to force the system "cycle" the phone)
I removed the VM and re-created
Left several messages and user got back to me stating that she is getting the messages immediately now
I’ll keep you guys posted if this issue persists but so fat it appears to have been resolved.

 

[Genoblade]

I followed up today and user stated that she hasnt had this problem since I re-creaded her VM.
I will update if issue comes back