atcomsystems.ca/forum Forums Other TDM Phone Systems VoiceMail Systems and Programming Key voice not recording message

Just when I thought I'd seen all the problems possible on the DX80 8.5.11b in skin flash voicemail, I find a new one.
Background; the system is a year old with a few complaints about this all along, but recently adding a second cabinet and 7 phones and new people it is now being reported daily. I upgraded from 39 to 42 software and the trouble still occurs. Reception transfers a call to voicemail and intermittantly the caller will leave a message but the box doesn't record it. Playback and you get silence for several seconds then the caller ID, when we call them back they say they left a message. These are not all cell phone calls. I haven't spent a day there troubleshooting this yet, any ideas what to look for or how to troubleshoot it? We know it is happening with calls transfered to VM from an extension, can't say if it happens when transfering from the main greeting. I hope one of you wizards can give me a clue.
Mark

Expanded, or just 4 ports?

How long is the message that's being left. There is the "minimum message length" setting. I would check and see what that's set to. Also look at your seconds of silence/seconds of non-silence. It's obviously taking some sort of message, since it's playing back the CID. That right there rules out the minimum message issue, I guess, but still possibly leaves the possibility of talk-off.

Also, I would compare the VM.CFG entries to another CF VM, to see if your voice board type parameters are set the same. Maybe you got one that was a return, and had been tweaked before being sent back.

Another thing you could possibly do is turn on the monitor feature, to see what the mailbox is doing. A trace might tell you some, but the monitor feature will give you a better picture of what's going on.

I don't know about the "minimum message length" I'll have to look into that, where is that setting, I've never seen it. This only happens 10 to 20% of the time depending on who I talk too. Seconds of silence is set to 10 and non silence to 99.
I'm not familiar with the moniter feature, I'll have to look that up. Trace is a problem because I don't know how to go back after the screen scrolls past what I want to see. I haven't found an answer to that yet. I think it's going the seconds of silence setting then droping the call -even though they have been talking (as in not recording). If it would happen every time it would be much easier to troubleshoot. Tell me more about the moniter feature and I'll try to look it up after dinner.
Mark

I can maybe help you with monitor, but look it up. I learned how to use it from the book, basically.

As for the trace feature, I usually use the option to turn trace on to write to file, which then puts the info into trace.log. You would use Alt-F2 instead of Alt-F5. I believe Alt-F2 also makes it show on screen, but then also appends to the trace.log file as well.

As for Minimum Message, it is a VM.CFG entry (usually you would see something like MINIMUM MESSAGE = 2). As I mentioned, though (after talking myself out of it), I don't think this is the problem. If it were, you wouldn't get any message. You said they did get a message with CID attached, just no voice in the message.

Right no voice. ALT F2 I'll remember that. It appears to not be hearing the voice and timing out. I was also wondering if I could have failing sections on the flash card.
Mark

But since the very beginning? Possible, but not as likely as if it started up a while after install. You could try reloading the CF, or move them to a different one, but I'm not real sure that's gonna help.

Just to check, are you having the diskm.bat processes run every night, or only on the default day? If this is a really busy voicemail (full auto attendant, lots of boxes, etc.), this might help if you have frag problems. You could also look for corruption using the scandb82 d feature from a C:\VM prompt. If you get any
"Box 9999 Deleted" showing up, the database had some corruption. Corruption can do weird things, but I also have my doubts on this one too. Worth checking, though.

This is a new car dealership, they tell me now that this has been happening forever, I can't say that it's true.
I've yet to have any success reloading a flash card or moving files to a new one. And comical is no help, they "don't support" moving to a new card or ghosting or any of that, you know, we've been through this before.
I have not changed the defrag from the default but the system is not that busy and I had 3 people with vacant messages today after it just did it's batch file over the weekend so I doubt that's it unless the batch file has not been running for some reason, is that possible? I never even accessed it for anything.
Mark

I have pretty much mastered the flash card clone. If you like I can talk you through it or send a 512 card with a "as it came from the factory" image. You'd be faced with a re program but it would answer a few questions.
Dave

pm sent

I have a card reader but I use xp SP2 and I don't have an old 98 machine or the ghosting software, still think you could walk me through it?
Mark

I've done many of the flash card reloads, but never onto a store-bought card. I've only reflashed the originals, but with little problem (using Comdial's utility).

Dave, did you come up with a method to do it thru other means?