1 hour delay on voicemail emails

[karnov]

We've had a solid Mitel 5000 CP system in place for the past few years.  Maybe about 4 months ago, we started to notice delays in receiving email voicemails.  The voicemails seem to average around 30 minutes as a delay but some emails can take over an hour for the email to arrive.

We are relaying the emails off a web server to O365. The web server relays other emails from other sources like Sharepoint with no problems.  I have checked the firewall for anything being blocked and even created a rule to let all the traffic from the Mitel controller to the web server be unblocked as a test, but that still didn't fix the problem.

Anybody else experience this problem? 

[NEPhoneGuy]

Have you rebooted the phone switch since the issue began?

[karnov]

I have not rebooted the phone switch, only the Mitel controller yet. 

I am actually replacing our old Cisco SG 200 switch with a Meraki FS 225 as soon as I can get into the office.

Any other things for me to take a look at in the meantime?

[NEPhoneGuy]

I meant Mitel 250. You've already rebooted and issue persists? What do the vm and system logs show when a voicemail is left?

I have not rebooted the phone switch, only the Mitel controller yet. 

I am actually replacing our old Cisco SG 200 switch with a Meraki FS 225 as soon as I can get into the office.

Any other things for me to take a look at in the meantime?

[karnov]

Yes I rebooted the controller and the delay still persists.  Should I be checking the advap voicemail logs? If so, anything in particular that I should be looking for?

[acejavelin]

The avdap log will tell you when the message was "handed over" to the mail service for delivery, you will then have to check the qmail logs to see if it's stuck there or what...

[Travis]

Yes I rebooted the controller and the delay still persists.  Should I be checking the advap voicemail logs? If so, anything in particular that I should be looking for?

Look at the Mail.mainlog, This can be located via the system admin web diagnostics tool or by going to the web portal of the system and going to diagnostics logs. You should see something similar to this explaining what is happening. Ill break down the code a bit for you.

Code: [Select]

May 29 16:37:06 XXXXX exim[22727]: 1jelkY-0005uZ-EK <= <> R=1jelkK-0005uT-Tj U=mail P=local S=97912 T="Mail delivery failed: returning message to sender"
May 29 16:37:07 XXXXX exim[22724]: 1jelkK-0005uT-Tj Completed
May 29 16:37:14 XXXXX exim[22731]: 1jelkY-0005uZ-EK login authenticator failed H=XXXXX-acdc.office.com [XX.XX.XXX.226] 535 5.7.3 Authentication unsuccessful [XXXXXXXXXXXXXXXX.namprd15.prod.outlook.com]
May 29 16:37:19 XXXXX exim[22729]: 1jelkY-0005uZ-EK ** voicemail@XXXXXX.com R=smarthost T=remote_smtp: SMTP error from remote mail server after MAIL FROM:<> SIZE=100559: host XXXXXXXXX-acdc.office.com [XX.XX.XXX.226]: 530 5.7.57 SMTP; Client was not authenticated to send anonymous mail during MAIL FROM [XXXXXXXXXXXXXXX.namprd15.prod.outlook.com]
May 29 16:37:19 XXXXX exim[22729]: 1jelkY-0005uZ-EK Frozen (delivery error message)
May 29 17:00:55 XXXXX exim[22793]: 1jelY4-0005tj-1b Message is frozen
May 29 17:00:55 XXXXX exim[22794]: 1jelkY-0005uZ-EK Message is frozen
May 29 17:30:55 XXXXX exim[22876]: 1jelY4-0005tj-1b cancelled by timeout_frozen_after
May 29 17:30:55 XXXXX exim[22876]: 1jelY4-0005tj-1b Completed
May 29 17:30:55 XXXXX exim[22877]: 1jelkY-0005uZ-EK Message is frozen
Here is a minor breakdown..

Code: [Select]

May 29 16:37:06 XXXXX exim[22727]: 1jelkY-0005uZ-EK - This last part is the identifier, Use this to separate the code. We will only be reading messages using this ID.

May 29 16:37:14 XXXXX exim[22731]: 1jelkY-0005uZ-EK login authenticator failed H=XXXXX-acdc.office.com [XX.XX.XXX.226] 535 5.7.3 Authentication unsuccessful [XXXXXXXXXXXXXXXX.namprd15.prod.outlook.com]

Here we see that I got an Authentication unsuccessful error (wound up being a locked account because outlook required a password reset every couple of months) try and find whatever your error is, or send me your logs and I will take a look for you.
-Travis