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Mitel Forums => MiVoice Office 250/Mitel 5000 => Topic started by: dan231 on May 15, 2018, 05:41:25 PM

Title: 5320 voicemail keeps disconnecting
Post by: dan231 on May 15, 2018, 05:41:25 PM
I have 1 user that calls her voicemail (she has 2 she checks and it happens on both), the message plays then drops.  She calls back gets more of the message then it drops.
I swapped her phone out before and its still doing it.  She can access from a different phone just fine.

What about her workstation that might be a problem?
Title: Re: 5320 voicemail keeps disconnecting
Post by: magnus on May 16, 2018, 11:10:15 AM
I suggest to go to their phone and see what exactly they are doing. How are they accessing the voicemails?
Exactly how long does the message play before the call drops?
Title: Re: 5320 voicemail keeps disconnecting
Post by: dan231 on May 16, 2018, 11:13:19 AM
I have and its weird.  They press the IC button and then the msg retrieve mutton.  Enter their pin and it plays for x seconds then drops.  They repeat and then x additional secs and drops.
Title: Re: 5320 voicemail keeps disconnecting
Post by: Tech Electronics on May 18, 2018, 11:14:25 AM
dan231,

If you go to another phone you can hear the entire message with no problems?

Also, have you watched the Avdapmon to see what the Voice Processor thinks is happening?

Thanks,

TE
Title: Re: 5320 voicemail keeps disconnecting
Post by: dan231 on May 18, 2018, 11:16:36 AM
works just fine on any other phone.
and what is Avdapmon ?
Title: Re: 5320 voicemail keeps disconnecting
Post by: Tech Electronics on May 18, 2018, 11:23:23 AM
dan231,

It is the tool used to monitor the Voice Processor. Can I assume that you are not a certified technician?

Thanks,

TE
Title: Re: 5320 voicemail keeps disconnecting
Post by: dan231 on May 18, 2018, 11:24:33 AM
correct - joe schmoe IT man
Title: Re: 5320 voicemail keeps disconnecting
Post by: acejavelin on May 18, 2018, 05:57:49 PM
Delete the mailbox completely, reboot, and then rebuild the mailbox... if that fails, delete the user, phone, and mailbox, reboot, and then recreate them all.
Title: Re: 5320 voicemail keeps disconnecting
Post by: Tech Electronics on May 21, 2018, 07:17:43 AM
dan231,

So, you are saying that you can go to any other phone dial the extension number for Voice Mail, dial *, then the users mailbox and password and it works just fine. What doesn't work is if they use their Message Notification button and password and the audio gets cut off.

Have you tried listening to another persons mailbox on that phone using the same method? Have you tried it with using the handset and not the speakerphone?

I have a hard time believing that the mailbox doesn't work with just one phone unless the issue is with the phone itself; then I would expect the same issue to pop up whenever you are using the phone in the same manner.

Thanks,

TE
Title: Re: 5320 voicemail keeps disconnecting
Post by: dan231 on May 23, 2018, 03:48:55 PM
Not getting anywhere, so I removed the phone, user and voice mailbox form the controller and reset it up.  Hopefully that will fix things.