Mitel Embedded Voice Mail Error

[ralph]

I have a customer using embedded VM.    They have had several users end up getting their mailboxes locked up.  It says:  "mailbox in use. Please try again at a later time".   

It takes a reboot to resolve.    We've upgrade once for this (Ver 4.1.SP2) but it still happens.

It's fairly frequent with this customer.   At least once a month but usually several.
Different users.

Has anyone seen this before?   What was the ultimate resolution?

Ralph

[ralph]

I did find this in Release Notes for 5.2 UR1 but there aren't any ports locked in recording state.

MN00056176 Embedded Vmail port stuck in recording and mailbox in use
   SYMPTOMS
   vmPortStatusInfo shows port in recording state while a mailbox user may
   experience that their mailbox is in use.   Once in this state the callers
   may also experience the port in a ring no answer state.

   WORKAROUND
   Reboot controller

[christuffin]

I don't know the answer but maybe a daily scheduled reboot, how many messages are in the mailbox maybe they users are not deleting them and the mailbox is full.

[bobcheese]

Are your trunks clearing down properly after a call? I have seen similar on analogtrunks previously where the caller hangs up but the system does not disconnect the call and then it continues recording until it times out.
What happens after the reboot do the users have messages in the mailbox?

[ralph]

I telnetted into the RTS and used the vmPortStatusInfo command.   No ports showed in use so for sure a trunk wasn't locked to it.   I then had the customer dial into each port and each one answered without a problem.


Customer doesn't want a daily reboot.   This happened before with them and Mitel had us upgrade.   We were doing daily reboots but if it happens during the day you'd be locked out of your mailbox until the next day.

Ralph

[august]

I have the same problem on a rls 4.1

The problem is when a user press the visual voicemail key on a 5220 ip phone.

If he doesn't exit correctly by pressing exit of the visual voicemail.  I don't have the solution, but a least they know what to do if they don't want their mailbox to be in this state.

The big problem with this is that you cannot delete the mailbox or even do a backup of the system.

The only way to fix it is a reboot.

[ralph]

Dang it!  Visual voice mail - didn't think of that.   Thanks august.

Can the user get back in via visual VM?

Is there a way to disable visual VM system wide?

Ralph
www.statewidetelecom.com

[Mattmayn]

Here you go Ralph:

After connecting to the RTC shell via maintenance port or remote, login and issue the command:
SacSetVmButtonCfg 0,0 (space between g and 0)

This will disable VVM.

[ralph]

Thanks Mattmayn.
I spoke with my customer contact and he said they weren't using VVM so I turned it off.

The phones they are using are 5240s.   So this finally make sense to me.

Ralph
www.aavoicepro.com