Duplicate email messages sent by VMPro

[rprinsloo]

Hi there,

We have a customer with an IPO 500v2 (6.0.18) with VMPro using SMTP for unified messaging (sending voicemail messages to Exchange Inbox).

Every time a message is left for a user or Hunt Group with Voice Mail Email forwarding turned on, the user receives two identical messages, both containing the wav file in their Exchange Inbox.

Under the user/Hunt Group Voicemail tab the following is configured:

Voicemail: On
Voicemail Email: "contains a valid email address"
Voicemail Email: "Forward"

The customer has tried using a different SMTP server and even then the message is duplicated so it does seem to be VMPro sending the message twice.

Any help would be much appreciated.

Thanks.
Rudi Prinsloo

[pdgavin]

Is it possible that you are getting the second email from IMS?

[rprinsloo]

Hi pdgavin,

Thank you very much for your reply and assistance.

I will ask the customer to check if IMS is also installed on the VMPro Server.

I will ask him to look for the following services:
IMS Gateway Service
IMS Voice Service

One thing I have noticed from the packet captures is that the duplicate message is only delivered around 15 minutes after the original.

Thanks again.
Rudi Prinsloo

[rprinsloo]

From the packet captures it appears that the duplicate messages are being sent around 15 minutes after the original ones. See the pcap from the VMPro server below:

Note: The cap data has been anonymized:

-------original message-------
To: <nightservice@domain.co.nz>
Subject: Voicemail Message (0210000000 > CustomerService) From:021000000
Date: Tue, 01 Feb 2011 13:51:18 +1300
X-Mailer: Voicemail Pro Server
Content-Type: multipart/mixed;
boundary="{a0b93801-baf6-4a83-97b1-860ecd229e3e}"
Content-Transfer-Encoding: quoted-printable
X-Priority: 3
X-MSMail-Priority: Normal
Priority: Normal
Importance: Normal
Sensitivity: Normal
Content-Class: voice
X-CallingTelephoneNumber: 021000000
X-VoiceMessageDuration: 13
X-VoiceMessageSenderName:
X-AttachmentOrder: ;MSG00091.WAV
X-MS-Has-Attach: yes
This is a multi-part message in MIME format.
--{a0b93801-baf6-4a83-97b1-860ecd229e3e}
Content-Type: text/plain;
charset=iso-8859-1
Content-Transfer-Encoding: quoted-printable
IP Office Voicemail redirected message
--{a0b93801-baf6-4a83-97b1-860ecd229e3e}
Content-Type: audio/wav;
name=MSG00091.WAV
Content-Transfer-Encoding: base64
Content-Disposition: attachment;
filename="1ff2673857644867b58d9b6f0c359896.WAV"
--------end--------

-------duplicate message-------
To: <nightservice@domain.co.nz>
Subject: Voicemail Message (021000000 > CustomerService) From:021000000
Date: Tue, 01 Feb 2011 14:06:57 +1300
X-Mailer: Voicemail Pro Server
MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="{1bbc89ec-05db-4753-9d08-cd580e4f793f}"
Content-Transfer-Encoding: quoted-printable
X-Priority: 3
X-MSMail-Priority: Normal
Priority: Normal
Importance: Normal
Sensitivity: Normal
Content-Class: voice
X-CallingTelephoneNumber: 021000000
X-VoiceMessageDuration: 13
X-VoiceMessageSenderName:
X-AttachmentOrder: ;MSG00091.WAV
X-MS-Has-Attach: yes
This is a multi-part message in MIME format.
--{1bbc89ec-05db-4753-9d08-cd580e4f793f}
Content-Type: text/plain;
charset=iso-8859-1
Content-Transfer-Encoding: quoted-printable
IP Office Voicemail redirected message
--{1bbc89ec-05db-4753-9d08-cd580e4f793f}
Content-Type: audio/wav;
name=MSG00091.WAV
Content-Transfer-Encoding: base64
Content-Disposition: attachment;
filename="1ff2673857644867b58d9b6f0c359896.WAV"
-------end-------

Thanks.
Rudi

[pdgavin]

This does not look like a voicemail pro debug trace. I would suggest you capture the VMPRO debug trace set to level 9 and also capture the SMTP log to see if we are actually sending the wav file twice. My guess is that we are not.

If you do not already have the vmpro debug client installed on the VMPRO it can be downloaded here with an explanation of how to set it to level 9 debug level:
http://marketingtools.avaya.com/knowledgebase/businesspartner/ipoffice/general/debug/index.htm

You would definitely want to check the SMTP logs to see if the message was actually delivered twice. Please read this tech tip for more information. If it turns out that it is sending twice you would want to open a case of trouble with Avaya support.

http://marketingtools.avaya.com/know...72_techtip.htm

[rprinsloo]

Hi pdgavin,

I will try these and keep you posted.

Thanks again for the advice and links. Much appreciated.

Rudi Prinsloo

[pdgavin]

NP, anytime.

[mqlaurence]

I've seen this behavior with two customers that both are on 6.1.x. Here's the Debug Line that appears in traces:

07/04 10:47:23.091 vmprov5s (14,2) d24, f34: CSMTPConnection::Connect: Could not connect to the SMTP server <company domain>.com on port 25. Error 10061 [0x274d] (No connection could be made because the target machine actively refused it.)

I'm able to send test emails from the voicemail Pro server via SMTP commands using telnet and these are NOT duplicated. Yet test Voicemails left with a user results in an email every 5 minutes for up to 5 times.

I was able to get one of the two customers "working" by just removing ALL SMTP configuration, rebooting all Avaya equipment, then reconfiguring the settings. You might want to try this.

I'm tinkering with the second customer's SMTP settings tonight, hoping for the best.