IPO 500 V2 Voicemail to Email Stops Working

[p001963]

I have an IP Office 500 V2 running R 7.0.36 and the embedded Voicemail to Email keeps stopping. The only thing that gets it working again is a reboot. Then it will work for a while...sometimes a few hours...sometimes a couple days but eventually it stops and it will not start up again until you reboot the IPO. The system went in originally as a 7.0.5... then updated to 7.0.23 to try to solve the v-mail to email issues to no avail and then again recently updated to 7.0.36 but it simply won't keep running. I have several R.7 systems out there running v-mail to email flawlessly but this one is troublesome. Any ideas?

[pdgavin]

IPO 500 V2 Voicemail to Email Stops Working

The best thing you can do is to open a case of trouble and have it escalated to Avaya support. Please note that R7 is not currently supported. You would have to upgrade to R8.0 or r8.1 before you can escalate the case to them. If you want to try to trouble shoot it yourself you can go into System Monitor and motify the trace items by pressing control T or by selecting Filters and trace Options at top of the screen and going to the call section and enabling the embedded voicemail options.
Embedded Voicemail

•Voicemail Client
•Audio Response
•Message Recorder
•Housekeeping
•Flash Storage
•Silence
•Email

Log the trace to a file.

To set the log preferences
1. Click the log prefs Log Preferences . Alternatively, press Ctrl+L or click File and select Logging Preferences.
monitor_log_preferences
2. Select the Log Mode required. This setting controls when System Monitor saves the current log and starts a new log file. This is called "rolling over the log file".
- Periodic
Only rollover the log when the rollover icon is pressed. See Manually Rolling Over the Log File.
- Daily
Rollover the log automatically at the end of each day.
- Every 'n' Hours
Rollover the log automatically every few hours. When selected, System Monitor displays an Hours Interval box to set the number of hours between each rollover.
- Every 'n' MBytes
Rollover the log automatically when it reaches a set size. When selected, System Monitor displays a MBytes Interval box to set the size limit.
3. Set the log file name and location using the Log Filename field. The default location is the System Monitor application program folder C:\Program Files\Avaya\IP Office\Monitor. Each time file log stops or rolls over, System Monitor adds the date and time to the log file name.
4. Select whether you want binary logging. To select a binary log, select Binary Logging.
- Binary format
This is the raw format of records as received from the system. The records are not processed in any way by System Monitor other than being added to the log file.
- Text format
This is the interpreted format of records. System Monitor adds additional information. For example, a record containing the raw entry pcol=6 is changed to pcol=6 (TCP).
- Recommended Format
When logging in text format or running the screen log, it is possible for some records to be lost due to the high number of packets that System Monitor has to interpret. Running a binary log and pausing the System Monitor screen log reduces the chances of such lost packets.
5. To start logging to file immediately, select Log to File. If not selected, logging to file is started manually when required. See Starting Logging. When selected, System Monitor adds any records added to the screen log to the file log.
6. Click OK.

Then when it stops look at the log file to see what the voicemail was doing just before it quit. This may be a clue to what it was trying to do that caused it to fail. Example, it always stops when it tries to leave a message for a particular user or it tried to access a feature that was not properly setup for a user or when it tries to access the auto attendant in night mode etc... In the end it may be a bug and the only fix for that is to have it escalated to Avaya Support. Please note that R7 is not supported so you would have to upgrade to 8.0 or 8.1 to get a fix.

It could be that your SD card is corrupted. Have you tried using manager to reformat and recreate the SD card? Please note that if you do this wrong the SD card will be unusable and thus so will the IP Office. I would only recommend this if you are a certified Avaya technician but if you are it is something you can try.

Pete

[p001963]

Thanks Pete,
I had already tried re-creating the SD card to no avail. I had also set up a trace on my last visit but I have not returned yet to get the log files. When I watched it live using Monitor it would always succeed in delivering the wav file...Murphy's Law right ...It never fails till I drive away. I will check the logs and will also try to talk the customer into upgrading to release 8...the downside is that he will also have to buy the embedded voicemail license now which is hard to explain to customers.

[pdgavin]

IPO 500 V2 Voicemail to Email Stops Working

If they purchased the system before we released 8.0 on December 12, 2011 and they were using R7.0 in Essential Edition mode, not PARTNER mode then they will be grandfathered and will not need to purchase the Essential Edition license, just the upgrade. And you should probably bring them up to 8.1 not 8.0.

Pete

[rjeste]

I have an IP Office 500 V2 running R 7.0.36 and the embedded Voicemail to Email keeps stopping. The only thing that gets it working again is a reboot. Then it will work for a while...sometimes a few hours...sometimes a couple days but eventually it stops and it will not start up again until you reboot the IPO. The system went in originally as a 7.0.5... then updated to 7.0.23 to try to solve the v-mail to email issues to no avail and then again recently updated to 7.0.36 but it simply won't keep running. I have several R.7 systems out there running v-mail to email flawlessly but this one is troublesome. Any ideas?

I have the same issue, I'm running firmware 8.0(51). The reboot will fix it and will work for hours, days, then it stops working again. I don't think it's worked consistently for a week. I'm trying a different smtp server right now and trying to track down the issue.

Please let me know if you've made any progress.

[clint35]

Hello

I have the same pb in IPO in R6.0 !!!!


only reboot can start smtp again !