Author Topic: Messages showing up late  (Read 6607 times)

Offline James

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Messages showing up late
« on: November 03, 2014, 06:31:37 PM »
I have been getting random complaints about nupoint voice mail messages showing up days later than when they were left in the system.  This also coincides with random complaints of the date and time being incorrect on VM messages.  I believe it is one and the same issue.  I have not been able to duplicate or get a good handle on it.  Anyone with an idea for me.  Thanks. Software version-Build: 16.1.0.13.01, Mitai integration to a 3300 MCD 6.1 load.

James
« Last Edit: November 03, 2014, 06:36:13 PM by James »


Offline martyn

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Re: Messages showing up late
« Reply #1 on: November 03, 2014, 09:51:09 PM »
Is there a MWI refresh interval configured on NP to run each night?

Offline ralph

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Re: Messages showing up late
« Reply #2 on: November 04, 2014, 08:28:02 AM »
I've heard this complaint a lot.  Not just on Mitel's VM either but on a couple of different brands.
Mitel has claimed there isn't a a problem with delayed messages and I've never been able to prove it.

As martyn suggest, be sure to have a nightly refresh schedule that is active.   In case a light is *missed* it will relight it.

There is a setting in the 3300 (forgetting exactly what it is now) that you need to blank out.  I beleive it's in system options.   Cancel message waiting(?) (someone help me out here).

There is an option in the Nupoint to turn on traces for specific vm boxes.   (again, forgetting what the options is, I think it's in FCOS.)  Turn on traces for the people complaining so that when it happens you can look at exactly what happened with the mailbox.

Ralph

Offline johnp

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Re: Messages showing up late
« Reply #3 on: November 04, 2014, 09:52:41 AM »
Something about 24 hour cancel

Offline Mattmayn

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Re: Messages showing up late
« Reply #4 on: November 04, 2014, 12:13:46 PM »
SUPERSET Callback Message Cancel Timer is the official name for the option in question and needs to be blank for IP integration w/ VM.

Offline ralph

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Re: Messages showing up late
« Reply #5 on: November 04, 2014, 02:25:07 PM »
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SUPERSET Callback Message Cancel Timer

Ah!  That's it.  I'm obviously getting old.
Thanks Mattmayn.

Ralph

Offline bluewhite4

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Re: Messages showing up late
« Reply #6 on: November 20, 2014, 10:39:21 AM »
There is an option in the Nupoint to turn on traces for specific vm boxes.   (again, forgetting what the options is, I think it's in FCOS.)  Turn on traces for the people complaining so that when it happens you can look at exactly what happened with the mailbox.

FCOS option 254 - Turn on Mailbox Message Trace

Offline bluewhite4

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Re: Messages showing up late
« Reply #7 on: November 20, 2014, 10:41:04 AM »
How do you setup the refresh schedule for NuPoint? (I've asked about this with Mitel before and was told it didn't exist, so this is interesting to me.)

Offline ralph

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Re: Messages showing up late
« Reply #8 on: November 20, 2014, 12:34:33 PM »
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I've asked about this with Mitel before and was told it didn't exist


Funny.
So bear in mind this only works for NuPoint.
Doesn't apply to the embedded VM.

Log in via Putty.
Follow the menus as I've laid it out below.

Ralph


**************  Snip   *********************

    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
(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/V/W/X): r

    SYSTEM CONFIGURATION

(C) Suppress/Refresh MWI
(F) Feature COS
(G) Group COS
(H) Update Call Director Database
(L) Limits COS
(M) Restriction COS
(N) Network COS
(O) NP PWG View Administration
(R) Reconfigure system
(T) Tenant COS
(U) Unified Messaging
(X) Exit

If you need help later, type ?.

COMMAND (C/F/G/H/L/M/N/O/R/T/U/X): c


        SUPPRESS/REFRESH MWI MENU

(R) MWI Refresh Schedule
(M) Modify MWI suppression
(S) Show MWI types and settings
(Q) Quit --- Forget changes
(X) Exit --- Save changes
Enter letter in () to execute command.
When you need help later, type ?.

Offline bluewhite4

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Re: Messages showing up late
« Reply #9 on: November 20, 2014, 12:37:36 PM »
Interesting. Does it only work for DTMF MWI or will it work for Matai as well?

Offline ralph

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Re: Messages showing up late
« Reply #10 on: November 20, 2014, 03:00:13 PM »
Works for any you select - including pagers.

Ralph

Offline James

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Re: Messages showing up late
« Reply #11 on: November 26, 2014, 10:37:26 AM »
I was finally able to duplicate the problem.  We leave a voice mail and it immediately lights the message lamp but when you listen to the message the time stamp is several hours off.  I have double checked the time on the nupoint server, in the 3300 controllers, zones.  I could not find any location where the time or time zone was incorrect.  The trace in nupoint showed the correct time that the message was left.  Any further ideas?


 

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