Hi, we use the ESI IVX 128 system with ESI Digital phones. One of the people here can not access any saved voicemails. We can see they exist, but have no way of getting into them. If we save a voicemail the number of saved messages goes up, but there is no way to access them. Any clue what might be causing this?

Thanks!

You may be out of disk space to save the v/m. Have everybody delete v/m's they don't need and see if that helps.

Thanks for the response. Everyone else in the company can save voicemails (myself included) and I can do a check on space available and there is more available than we are using. This really has me stumped. From a computer stand point, it would seem it is a permissions issue, but even if I check the voicemail on that extansion with the admin password the same thing happens.

describe the exact steps you take and the telephone systems response.

As a last resort you could use the microsoft solution to all things para-normal, shut it off, wait a minute, and fire it back up.
mark

Isn't there a setting for maximum saved? I mean could it be there are too many saved in the mailbox?

I've rebooted the entire phone system, it didnt help. I know its not the phone because the same exact thing happens when we dial into the voicemail remotely.

Heres what happens:
1) Get a voicemail, display shows 1 new 12 old.
2) Listen to voicemail (the new one) and save it (or delete it, same thing happens).
3) Voicemail says that was all of the new messages and disconnects. When we dial in externally it says you have 1 new message 12 old, plays the new one, and then doesn't go into the old saved ones.
4) If you save the message, the saved count goes up one, but we still cant get to them (it would say 13 now instead of 12). I know the box isn't full, but even if it were I have no idea how to empty it since I can't get into the saved messages.

Very, very frustrating. Checked the software too, his account seems perfect unless I am missing something. Thanks for the replies!

Have you tried ESI tech support?? You would either need to be a dealer or go through one but it may be a simple fix for them.

I think Mr. Upstate is right, ESI might have a software issue and be able to download a fix (with some new bug!) to get you back to normal.
mark

OK, I'll try to contact a vendor for some help.

If you haven't talked to tech support yet, they will probably tell you it is an invalid message count. They can dial into the system and see what the system thinks it has vs. what it really has. This is something they can correct. However, it sometimes means there is corruption of some sort, caused either by a hard drive (memory module) going bad, or some other problem. I have a site where this comes up now and then. Although it isn't proven, I would say power could also be a factor. Make sure these systems are going on a UPS, are grounded (the system, that is), and that the UPS is behind a surge protector (to protect the UPS). We use the Ditek surge protector, that has a ground lug built into it. Clean way to get a ground, and have had good luck with them. Anyway, those are just good common-practice things to look for. But specifically to the IVX, I would definitely call tech support for help, or contact a dealer who can contact them. As far as I know, only tech support can resolve the invalid message count issue. I also just remembered that there are software upgrades to help avoid this problem, but the problem still would need to be corrected before the upgrade could prevent it from occurring again. I think support told me that although the software prevents 99% of future occurances, they still see it pop up from time to time. That could be from some of the other things I mentioned. Good luck!

I would agree with what 5years&counting says, and take it a step further.

We've seen this a number of times. It is most definitely a corruption on the hard drive. The only sure what to get rid of it is to reinitialize & reprogram the system entirely. ESI's suggestion is also to NOT use the backup/restore function, but to manually reprogram the system.

Our experience indicates that you can get around this process occasionally by accessing the users voicemail box from another station by pressing VOICEMAIL, *, Extension Number. If this method works, go into mailbox programming and delete all personal greetings for this mailbox. This effectively disables the voicemail box. Restart the system and try to gain access to the mailbox again and reprogram a personal greeting.

This will write the new mailbox information to an available sector of the system disk that isn't experiencing the corruption. We've had success with this, but we've also experienced cases where it's returned a couple of weeks later, so the only way around it is to restructure the disk by reinitializing it.

Last thing to do, if this doesn't cure it, is to replace the memory module. They're around $500.00 though, so it's not the best case.

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Stephen Joyce, Terminal Solutions, Inc.
www.tsinc.com sjoyce@tsinc.com