IPO VM Pro users with more than 200 voicemails get busy error when accessing visual voice

[DavidAno]

I have an IP Office 500 v2 system that I administer.

We just upgraded to IPO version 11.0.4.0.0 build 74
At the same time we upgraded our 9611G phones to version 6.8102
Also upgraded to Voicemail Pro version 11.0.4.0.0 Build 5

We have about 45 phones running on the system currently.

Everything went smooth and seemingly all functions were up and running after the migration, but the next day i noticed one issue. It appears that users with more than 200 or 250 voicemails are unable to use visual voicemail. When clicking the message button on the users phones with a larger number of voicemails it just says BUSY and stays like that indefinitely. All the other users with < 200 emails are able to use visual voicemail fine.

Any clues as to what could be causing this?

I have searched around for several hours and haven't found any resolution or even any other posts about this specific issue. Any help is greatly appreciated!

 

[Nutritional_Info]

Have them delete their voicemails and see if the problem persists.

 

[DavidAno]

They can't delete their voicemails without access to visual voicemail, however i can remove the WAV files from their account on the Voicemail server and see what happens. My only concern is what happens next time a users mailbox exceeds 200 emails. There should be a permanent fix, as we have accounts with over 2000 Voicemails that worked fine until the upgrade. Not sure if there is a new limitation put on 11.0.4 or if there is a setting thats wrong somewhere.

 

[Nutritional_Info]

You can enable housekeeping settings under General > Preferences > Housekeeping that allow you to have voicemails clear out automatically. IT's not necessarily the numbers of the voicemails, but they accumulated size of the mailbox in bytes that would generally indicate if the voicemail box is full.
Is there not a *17 voicemail collect short-code?
Are their mailboxes showing red when you go to users in the voicemail pro client? If they are, the mailbox is full.
If you delete the WAVs you still need to stop and restart voicemail pro for the voicemail box to resync.

Generally, if they use voicemail to email, it's pretty common to forget that voicemails live somewhere that isn't the email inbox. It should also be common practice to maintain the voicemail box.