NuPoint Logs / Problems

[Halberd]

We are having a few problems with our Nupoint Server, we are getting 3 issues one is that users are dialling into their mailbox and getting mailbox allready in use, even tho it isnt, the other problem is MWI flashing when there are no messages and no matter what I do I cant turn it off, have tried the superset callback message cancel time to blank but this only stops it once it doesnt stop the problem reoccuring. We are also getting Messages arrive in mailbox  a long time after they were left.

I have Done the following to record some logs so I have so info however where is the log file stored? I have done the below and ran the event recorder.

Can anyone help?


To turn on the Event Recorder:
1. Modify the affected user's FCOS and add feature bit 254 - mailbox trace. (For instructions
to modify an FCOS, see the Modify a Default FCOS topic in the NuPoint System Administration
online help.)
2. In the Main Menu, select (S) - System Maintenance
3. In the System Maintenance menu, select (V) Event Recorder
4. Select (C) Configure Event Recorder. You will be presented with a list of available Message
Levels.
5. Enter 1, 3, 5, 8, 9
6. Select (F) File Output Name.
7. Enter a name for the file to send the trace information to. No extension is needed.
8. Select (X) Exit
9. Select (R) Run Event Recorder
10. When an event has been captured, contact Technical Support and provide the file name.

[ralph]

I believe that Mitel is now recommending using DTMF rather than Mitai for message waiting.   Because of these issues I believe.   This will mean dedicating a port to msg waiting.

For clearing lamps, if you pick up the handset and press the msg button and it doesn't ring anywhere, then the easiest thing to do is to look up the msg wtg access code in the 3300 feature access codes.   At the phone, dial the msg waiting feature on code + it's own extension (<feat code><extn>)  then do the same thing with the msg waiting off code.   This should clear the lamp.

Also, are you rebooting the 3300 at night?

Ralph

[stevek]

Use the followinf to enable mailbox tracing this wll tell you when messages were REALLY left. We had a user complaining turns out it was them not checking the mailbox.

Description: How to run a mailbox access and messaging trace on Nupoint Messenger.  NB the mailbox to be analysed must already have trace enabled (FCOS bit 254 “Turn on Mailbox Message Trace”).  This cannot be enabled retrospectively for historical reporting.

1.   Access Nupoint messenger (nupoint.acme.com) via SSH
2.   Log in using the admin account
3.   Scroll to the NPM Console option (#12) and hit enter
4.   Access Mailbox maintenance (M) -> Trace Utility report (N) -> Output to console (C)
5.   Enter the mailbox to run the report against
6.   Typically, NuPoint will display the last week’s worth of logs.  Listed are the events for the mailbox under the Action column, including message Play events; Login events; Recording Caller Messages; incrementing the New Message counter; message Delete events.  NB date timestamps are output in North American format (MM/DD).

Examples
    Actual Time        Message   Time              Action       Urg Unp Pld
 52:   12/14  9:56:34 am        0   12/14  9:56:34 am Login          0   0   7

A mailbox login event was recorded at 9:56am.  There were seven played messages in the mailbox and no un-played messages.

    Actual Time        Message   Time              Action       Urg Unp Pld
 57:   12/14 10:02:00 am268480822   12/14  9:05:44 am Play           0   0   6

Unique message ID 68480822 was played at 10:02am.  (Additionally, from the second time stamp on the right, it is possible to see at a glance that the unique message ID 68480822 was left on the system at 09:05am that same morning.)

    Actual Time        Message   Time              Action       Urg Unp Pld
 58:   12/14  1:34:35 pm268481068   12/14  1:34:35 pm Rec Clr Msg    0   0   6
 59:   12/14  1:34:35 pm268481068   12/14  1:34:35 pm New Message    0   1   6

New unique message 68481068 was left on the system at 1:34pm and the new “un-played” message counter (for Message Waiting Indication purposes) was incremented by one.

    Actual Time        Message   Time              Action       Urg Unp Pld
 69:   12/15 10:00:11 am268481370   12/15  9:29:41 am Play           0   2   6
 70:   12/15 10:00:12 am268481370   12/15  9:29:41 am Delete         0   1   6

Unique message ID 68481370 was played at 10:00am and deleted shortly after.  (Additionally, from the second time stamp on the right, it is possible to see at a glance that the unique message ID 68481370 was left on the system at 09:29am that same morning.)

[stevek]

Another way of resetting MWI is using the following method - you could reset ALL mailboxes

From NPM console follow the steps below:-

startnpm: Database is online
startnpm: Starting the NPM Processes, Please wait ...
startnpm: NPM processes are running. Starting Console. Please wait...
-------------------------------------------------------------------------
Copyright (c) 1983-2009, Mitel Networks Corporation, All Rights Reserved.
-------------------------------------------------------------------------
                      <System Status>
   HOST :      1
 STATUS :     ENA
 OS VSN :     2.6.18-164.el5PAE
 MEMORY :     790312/4146944
LOG DATA:      Y


    MAIN MENU

(M) Mailbox maintenance
(R) Report generation
(S) System maintenance
(X) Exit

If you need help later, type ?.

COMMAND (M/R/S/X): s

    SYSTEM MAINTENANCE

(A) NP WakeUp
(B) NP Receptionist Extensions
(C) Remote Modem Connectivity
(L) NPM Backup
(M) Manual Message Purge
(N) Site Name, Code, Banner
(O) Additional Options
(P) Passwords/Security
(R) Reconfiguration
(S) System shutdown
(T) Alarm Setting and Management
(U) System Verify
(V) Event Recorder
(W) Network menu
(X) Exit

If you need help later, type ?.

COMMAND (A/B/C/L/M/N/O/P/R/S/T/U/V/W/X): x

COMMAND (M/R/S/X):
-------------------------------------------------------------------------
Copyright (c) 1983-2009, Mitel Networks Corporation, All Rights Reserved.
-------------------------------------------------------------------------
                      <System Status>
   HOST :      1
 STATUS :     ENA
 OS VSN :     2.6.18-164.el5PAE
 MEMORY :     793412/4146944
LOG DATA:      Y


    MAIN MENU

(M) Mailbox maintenance
(R) Report generation
(S) System maintenance
(X) Exit

If you need help later, type ?.

COMMAND (M/R/S/X): s

    SYSTEM MAINTENANCE

(A) NP WakeUp
(B) NP Receptionist Extensions
(C) Remote Modem Connectivity
(L) NPM Backup
(M) Manual Message Purge
(N) Site Name, Code, Banner
(O) Additional Options
(P) Passwords/Security
(R) Reconfiguration
(S) System shutdown
(T) Alarm Setting and Management
(U) System Verify
(V) Event Recorder
(W) Network menu
(X) Exit

If you need help later, type ?.

COMMAND (A/B/C/L/M/N/O/P/R/S/T/U/V/W/X): o

    SYSTEM MAINTENANCE - Additional Options

(A) Enable Optional Feature(s)
(B) Disable Optional Feature(s)
(D) SNMP Configuration menu
(E) Start conversion software Target
(K) Fax Service and Promotional Message
(L) Lights test
(T) Time and date
(U) Utility menu
(X) Exit

If you need help later, type ?.

COMMAND (A/B/D/E/K/L/T/U/X): l

Mailbox to light (1-99999999999): 8452
(*Or you can specify ranges*)
Light off/on/existing value (0/1/2): 0
Message waiting type (0 or <cr> for all):
Processing MWI requests in the background.

Mailbox to light (1-99999999999): 8452
Light off/on/existing value (0/1/2): 2
Message waiting type (0 or <cr> for all):
Processing MWI requests in the background.

Mailbox to light (1-99999999999):

[ralph]

stevek,
There have been times where this hasn't worked for me.   Actually - a lot of times.

Ralph

[stevek]

Ralph,

I can honestly say this has always worked for me. But we use DTMF-PBX for MWI?

[bluewhite4]

I believe that Mitel is now recommending using DTMF rather than Mitai for message waiting.   Because of these issues I believe.   This will mean dedicating a port to msg waiting.

Really? When did they do the about face on this? They seemed to really be pushing Mitai so much these last few years.

[Halberd]

Thanks a lot guys for all your reply's

I have tried to deactivate the MWI with the commands Stevek suggested however this doesnt work for this particular fault. The Feature access codes dont stop it either its a real nightmare tbh...Ill try the mailbox trace and see if the users are telling porky's!!

Its interesting with debate on DTMF or Mitai but i think i might give DTMF a try nothing else seems to work.

Thanks again much appreciated

Regards

Halberd

[ralph]

@bluewhite4,
This is what my nupoint techs are telling me.   Apparently it may not be an official stance but the tech support people are recommending it.


@halberd,
When you pick up the handset and press the MWI button, does it do anything at all?
With the handset down and pressing the button what do you get?
Check the COS of the phone and verify that it has message waiting call back erasure allowed.  Then with the HS down see if you can get to an "erase" prompt.

Ralph


Ralph