Mitel 5200 intermittent issue with voicemail not recording

[dbc98226]

The issue was first reported 2 weeks ago,  and is very intermittent.  The user goes to retrieve the voicemail ( light is on) but the message says no voice mail was received.  If they check their email though, the message time stamp is same as the phone, and can be listened to from email.  Does anyone have any ideas on what could be wrong and how to fix it?  Thanks for any assistance you can provide. 

[Tech Electronics]

Dbc98226,

First let's look at the obvious.

Voice Processor > Devices > Mailboxes > {mailbox} > E-Mail Synchronization > E-Mail Synchronization Level

What is it set for?

Thanks,

TE

[dbc98226]

Hello TE. 
I have looked in the location noted, but am not seeing past the mailbox.  (E-Mail Synchronization > E-Mail Synchronization Level are not listed)
I do have a 'unified messaging level' which is set to Forward & Copy. 
Thanks for any suggestions you may have.
Rita

[Tech Electronics]

Rita,

Do you have an EM or a VPU for your voicemail?

Thanks,

TE

[dbc98226]

TE,

It says Voice Processor in the software, but is there somewhere else that I should be looking? 

Thanks,

Rita

[Tech Electronics]

Rita,

Is your voicemail a separate PC attached to your system? If it is than your Hard Drive on that machine may have a bad sector on it if it is only happening to one user so far. Unfortunately, at some point the whole drive will start to fail.

Do you have an Inter-Tel Axxess or is this attached to a CS-5000? My guess is an Inter-Tel Axxess system due to the nomenclature used for Unified Messaging.

Thanks,

TE

[dbc98226]

Sorry for the long delay.  We have an Adtran device that is connected in with the Mitel box, so perhaps this might be for the voice mail?
Thanks,
Rita

[Tech Electronics]

Rita,

That is most likely for the trunking not the voicemail. What version of software are you running on your system?

Thanks,

TE

[dbc98226]

Hello TE,

Session Manager:  3.1.0.7
DB Studio:  3.12
Mitel Database Programming Program version:  3.2.4.59
System Version 3.2.4.70
Voice Processor:  3.2.4.66

I don't believe that any updates were made to the system when it was under a service contract.
Thank you.
Rita

[Tech Electronics]

Rita,

Does the light go out after they go into their voicemail box?

If not then have the person press the message notification button and watch the display of the phone; it should say where the message notification is coming from.

If I had to make a guess at this point the person is not getting a message notification from Voicemail, but from another phone.

If the light goes out after they go into their voicemail box then we will need to get some logs from the system when this happens and see what they are saying is going on.

Thanks,

TE

P.S. By the way my guess is that you were upgraded at least once, but even then you are not at the latest verions of 3.2 which is 3.2.4.86.

[dbc98226]

TE,
I have asked the users to let me know when it happens again.  Will update this when it occurs.  It has been more than a week, so memory was foggy on whether lights went out.  The only thing they could tell me for sure is that they did have a message in their email that they could listen to, but not on the phone.
Thanks for all your assistance.
Rita

[Tech Electronics]

Rita,

Unfortunately, intermittent problems are the most difficult to work on due to the frequency and sometimes inability to recreate them. The good thing is that most of the time it can be contributed to user error, if it isn't user error then you can usually find a common denominator to determine the problem after it has happened multiple times and documented as to the state of the system when it happens.

Thanks,

TE