incorrect voicemail password

[azrael2000]

Hi there.

Hardware : IP Office 500 v2
Software : 9.0.6.xxx

The customer has an extension that they forward to a short code so that people calling in can dial the extension and then enter their extension and password to check their voicemails.

SC: *2000
Feature: Voicemail Collect
TN: "?"

The extension is unconditionally call forwarded to the above shortcode.

When I call in, I hit the autoattendant, dial the extension number, hear the voicemail pick up. I give it my extension number that I want to check the voicemails in, press #, dial the password (which I know is good because I JUST reset it), press # and get "login incorrect".

I have tried with the user breakout to go to the short code, then extension, and nothing seems to work.

I recreated the setup in my test unit, which is 9.1.8.xxx, not exactly the same to be sure, but I can log in by dialling the short code, the extension, and breakout, no problem.

The only thing I can think of right now is the system needs a reboot, as this worked before, but want to know if I am missing something.

Any ideas?

Regards

 

[AACon]

No, just reboot vmpro and the ipo. Much simpler that way.
The first rule of IP Office, is if it's acting weird, reboot it. You would be surprised how many half-hour-minimum support calls I get that are solved with a 5 minute reboot.

-Austin
I used to be an ACE. Now I'm just an Arse.

 

[Okkie26]

Why not set 'VoiceMail' as the destination in a incomming call route?

 

[holdmusic34]

AACon, minimum 1 hour here for non maintenance. Most are resolved in 6 minutes. That includes initiating LogMeIn.

Sometimes I wonder.

 

[Jason813]

We usually just set a touch tone to Get Mail and leave it out of the greeting so its not advertised.

 

[IPGuru]

program remote access to Voicemail correctly.

this is not the correct way to configure VM remote access even if you get it working there is no guarantee that it will work 100% or continue to work.



Do things on the cheap & it will cost you dear

 

[Westi]

you can send remote callers to the regular *17 SC because there is no user information it will always ask for the extension number. No need to have a new shortcode without the U in it.

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[azrael2000]

Hi guys.

In no particular order:

Reboot has been scheduled per the customer for Friday night. He is supposed to get back to me this morning.

I did use the *17. Same response. "Login Incorrect"
The customer has embedded voicemail on the system giving the issue. Not VMPro. But with this customer, it wouldn't suprise me if they changed something.

Jason, I will try what you said, and see if it helps. i did so many things for this customer, it might have, or might not have, been done. Will try again, and advise.

Stay tuned.

Regards

 

[azrael2000]

Update:

Hi All.

Having run out of all of the options I could think of, I got Avaya involved, and after testing, and pulling the monitor log, it seems that for some reason, when a call goes into the system it gets re-directed to an office with a ucm.

However, the UCM does not have the users existing in it, so it asks for the extension, password, can't find the extension, and gives the message "Login Incorrect" as there is nothing there!

So, I will inform my customer about this and he can see if his network people were "swimming in the soup" as it were.

Regards.

 

[IPGuru]

do they have another system Connected in an SCN?

If so then they SHOULD be using centralized VM not Embedded VM



Do things on the cheap & it will cost you dear

 

[azrael2000]

Hi IPGuru.

You are preaching to the converted. I suggested that, but no one believes me. They have a number of offices connected via SCN.

I also advised them of the fact that they have the SAME short code in multiple IP Offices (*17 as an example).

I know that some of the phone system administrators have allowed their IT people to make changes without calling us.

When I find something out, I will post.

Regards

 

[IPGuru]

if they ave SCN & embedded VM then simply reject all reported VM error UNSUPPORTED until they rectify the issue.

(Just hope it was no your company that sold this abomination a if it was you will need to foot the bill)

*17 in all office should not be an issue, i would expect all sites to have the same default system short codes.

but as pointed out earlier for remote access to VM you should be pointing the ICR to a destination of Voicemail (it is at the bottom of the drop down list)

& for internal access to any mailbox you need a short code similar to

SC *81
TN: ?Anonymous
Feature: VoicemailCollect



Do things on the cheap & it will cost you dear

 

[azrael2000]

Hi IPGuru.

In no particular order:

Yes my company sold it. They had ... other more ... experienced (ha) people put it in.
I tried the new short code, as you said, but get the same issue.
I did a bunch of monitor captures that go like this:

Internal dialing: goes to the local voicemail.
Dial the shortcode for the voicemail. takes an SCN link out to the ucm, and since the mailbox does not exist there, the login incorrect message plays
Used an ICR, going to voicemail, and I can access works.
Tried another short code, same thing occurs. The call goes out over the SCN link, to the UCM.

The only thing I noticed in the Monitor Log was before it took the scn line out it shows:

Keypad[3]

What does that mean?

Regards

 

[azrael2000]

Hi All.

One other question:

Why would dialling an extension, that should be going over the SCN link take a trunk.

I can't seem to see it in my monitor session. That is, why would it be doing that (taking a trunk instead of the SCN).

Regards