Mitel 5000 - No speech on voicemail - Normal calls are fine

[Ryskie]

Hi Guys,

Mitel 250 v6

Various 5312's

Weird one here that i have never come across,

We have a remote site with a few handsets connected, we have an issue where when the voicemail is dialed we get no speech from the operator, we can navigate through the system as it shows the menu system on the screen e.g. greetings.

Calls are fine we have speech both ways, so im stumbled with this one, any ideas would be greatly appreciated.

Thanks in advanced...

[DND ON]

Have the greetings been removed from the applications?

[Ryskie]

Its not when we leave messages for user, its when we dial into the voicemail we get no operator speech.

[DND ON]

I assume you mean that the greeting is not being played when the Call Routing Announcement is dialed.

In database programming, has the greeting been removed from the application? Can you see that the audiotex recording exists, with the expected recording length?

Can you access the administrator mailbox and listen to the audiotex recording? Can you record a new test greeting?

[Ryskie]

No sorry im referring to when you dial the voicemail from a phone 2500 and you would get a "please enter mailbox number" <<< That is the issue we have, no speech.

[DND ON]

I’m trying to get you to determine if the greetings have inadvertently been removed from the applications in database programming or if they have been recorded over, either has a very simple fix. If the system prompts need to be reloaded, not so simple.

Maybe someone else can jump in here and take over, because I obviously can’t communicate this.

[Ryskie]

Hi,

I see what your trying to get at, the greetings are all there.

[Suavie]

Let me see if I got this correct...

When you dial 2500, where you normally hear "Hello, you have reached the Mitel voice processing system. To leave a message please enter a mailbox number..." If this is the case it sounds like the recording has been accidently recorded over/removed. To check go to Voice Processor > Application-Related Information > Audiotex Recording The one you are looking for is Recording 1 Voice Mail Greeting Recording length should be 4 by default. If it is less or more it has been changed.

[acejavelin]

Does the recording play properly for the local extensions and only fail when remote extensions dial the VM application?

Sent from my MotoG3 using Tapatalk

[Ryskie]

Thanks for the reply, but its a remote site, the main site the voicemail works, all phones connecting to the same pbx

[acejavelin]

Then you have a port forwarding or IP Setting problem somewhere, likely on the home office end... How are the phones connected to the main office, over a site to site VPN or do they connect directly to the public IP address?

[Tech Electronics]

Ryskie,

Are the phones set for Native or NAT?

We just had a technician run into this problem and the customer had changed their network to have a VPN tunnel to the remote location when it was previously only accessible via the Internet. The call was going out to the Public IP address and coming back on the Local and the audio was missing for all remote users ONLY on Voice Processor calls and all other calls worked as expected; truly odd.

Changing them from NAT to Native fixed the problem.

Thanks,

TE

[Ryskie]

Yes i have tried both Nat and Native, no difference.

[Tech Electronics]

Ryskie,

The only other thing I can think of is that you have a routing issue that can stem from multiple places depending on how the network is configured. Most likely it is at the home office and not the remote site, but don't rule either one out.

Start with the obvious things.

1. Do they have a PEC installed on the system? If yes then make sure the routes are setup for it as well. If you are using public IP addresses to get to the phone system then the PEC would have to have its own unique Public IP address.

2. Verify that their are no transformations going on within the routing. This is not the issue as all other calls are working fine.

3. Run Wireshark on both sides and recreate the issue and see where it is failing.

Thanks,

TE

[t2k]

Hi Ryskie,

Did you ever get a solution to this problem as I am experiencing that exact same issue at a customer site. My next though was to upgrade to the latest SP as suggested by Mitel.