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My Merlin Legend Voice Mail Keeps Locking Up

My Merlin Legend Voice Mail Keeps Locking Up

My Merlin Legend Voice Mail Keeps Locking Up

(OP)
We are having an intermittent problem with our Voice Mail System.  We have a Merlin Legend with a four port voicemail
system (007 MLM).  Periodically, it will lockup for no apparent reason.  My vendor keeps suggesting that it is a conflict with Pac Bell and Centrex, that the lines are not issuing a proper tone to alert the system and it is holding on to calls and then locking up.  He had Lucent monitor the system for over 3 hours to see if we could create a crash, but the hardware held up.

My Questions are... Is this Common?  Is there something we are missing?  What are other causes of lockups?  Any good guesses would be greatly appreciated!
Kevin

RE: My Merlin Legend Voice Mail Keeps Locking Up

Kevin, there are 2 possible problems that are going on here. the first one is dealing with your phn lines. If you and not recieving "Answer Supervision/or reliable disconect", whatever they want to call it. A way of testing this is to make a phn call and let the outside party hang-up. Set your reciever on the desk, see how long it takes for the red and green lights to go out, if more than 3-4 seconds then you aren't recieving it. That is a setting that your provider needs to change. The other is that you are haveing a hardware failure. the only way to fix the failure is to replace the voice mail system. I know that this is not good news, but it is the truth of the matter. Best of luck and try the simple test first.      -A

RE: My Merlin Legend Voice Mail Keeps Locking Up

(OP)
Hello Aertle
Thank you for the response.  It sounds consistent with
the definition that my vendor gave me.  My big problem now
is getting someone at Pacific Bell who can straighten this out on a consistent basis.  It is tough trying to communicate this with someone at PacBell who can follow this logic and understand how to establish this level of disconnect.
Kevin

RE: My Merlin Legend Voice Mail Keeps Locking Up

Kevin,

You certainly need to follow thru on the PacBell technical side of this issue, but you may find as Aertle stated that the MLM-007 is defective.  (0% of the time this problem is the 2.5" hard drive has developed bad sectors etc. and the software functions of the VM just won't write or read properly.

We run a Lucent voice mail repair facility. I would be willing to discuss a solution with you.  Certainly don't trash your MLM-007.  Again - it is repairable 90% of the time in our experience. But follow the "disconect tone" solution until you find that it is a brick wall.

Andrew Roach
President
Drew Communications

RE: My Merlin Legend Voice Mail Keeps Locking Up

You may want to check your reliable disconnect on your system as well, chech under Lines and Trunks in System Program and make sure disconnect is set to Yes


Charles

RE: My Merlin Legend Voice Mail Keeps Locking Up

Aside from Hard Drive crashes, I have heard that this voice mail has been known to periodically go to sleep.  As far as I can tell, it is simply the voice mail program that is running that crashes, and rebooting the unit will solve it - just like when Windows 95 or some other app crashes.

Only thing is, I havent determined what causes it.  Some of these messages in this thread seem to indicate that if the TT/LS Disconnect is not set to "YES", (remember default in the Legend is "NO") it may be possible that voice mail is recording some extra-long DEAD AIR messages, and the disk is getting full quickly.

Also, according to Avaya tech support, there some problems with the Brooktrout hardware in the thing that may be causing some driver issues, and these will not be fixed, but were addressed by the release of the Merlin Messaging

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