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IP Office Troubleshooting


Attempts to Access Voicemail from Remote IP Office Site is Unsuccessful

Issue
Within a small community network, when dialing the system short code (*17 by default) from a remote IP Office site to access voicemail, the user gets a busy tone or voicemail is just unobtainable.

Actions
The Voicemail Pro server on a central IP Office system can be used to provide voicemail services for remote IP Office systems. This is called Centralized Voicemail Pro. Centralized Voicemail Pro requires Small Community Networking.
I. Check that voicemail is accessible at the central IP Office site. The quickest ways to verify the accessibility of voicemail are via the system short code or Phone Manager.

PROCEDURE

To verify the accessibility of voicemail via the short code (*17) from the central site:
1. Leave a test message for a volunteer user located at the central site.
2. Have the user dial *17 to access voicemail. The voicemail system should prompted the user to enter an extension and password.
3. If access to voicemail is successful, it means voicemail is functioning. Continue to Action II.

PROCEDURE

If Phone Manager is set up at the central site:
1. Leave a test message for a volunteer user located at the central site.
2. Have this user log onto Phone Manager and click the messages tab. There should be a test message from you; have the user double click the required mailbox. The voicemail system should prompted the user to enter an extension and password.
3. If access to voicemail is successful, it means voicemail is functioning. Continue to Action II.

II. Verify if it is only the one user or all remote users who are experiencing the problem by having other users at the remote IP Office site attempt to access their voicemail via the VoicemailCollect short code (*17 by default).

III. Verify that the settings for the IP trunks (at both the local and remote sites) being used for small community networking are configured correctly and have matching settings. Voice Networking must be enabled at both ends and matching field settings are essential for compatibility and performance.

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Line. Double-click the IP trunk being used for connection to the remote site in question.
3. Within the VoIP tab:
i. Ensure that the Voice Networking check box is checked. This enables the exchange of directory and user information between the IP Office systems and is the key enabler of Small Community Networking.
ii. Check that the Gateway IP Address field contains the IP address of the remote site in question (if you are making the configuration from the central site). Then at the remote IP Office site, check that the Gateway IP Address field contains the IP address of the central site.
iii. Ensure that the Compression Mode selection is the same across all IP Office sites within the network.
iv. Ensure that the H450 Support selection is the same across all IP Office sites within the network.
5. If any configuration changes have been made, click OK and then to save the changes.

Actions Performed on the Remote IP Office System
IV. On the remote IP Office system, check that the system default (*17) VoicemailCollect short code has not been amended. *17 is the default short code for voicemail access; the actual digits (17) is not mandatory for access and may have been amended by the system administrator.
Verify that the user in question is using the defined short code number and the short code configuration is accurate.

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Shortcode. The list of system short codes are displayed.
3. Under the Feature heading, look for VoicemailCollect. If displayed, double-click it to display the short code configuration. The short code configuration should look similar to the following (with the only possible difference being the short code number).
4. Ensure that the user in question is using the defined VoicemailCollect short code.
5. If any configuration changes have been made, click OK and then to save the changes.

V. On the remote IP Office system, check that a conflicting VoicemailCollect short code is not configured individually for the user in question. If the same VoicemailCollect short code is misconfigured within the User configuration form, the user will be unable to access voicemail via
this short code, even if it is configured correctly on the system.

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select User. Double-click the user in question and click the ShortCodes tab.
3. If there is a VoicemailCollect short code configured for the user, verify that it is configured accurately. The short code configuration should look similar to the above sample, with the only possible difference being the short code number.
4. If any configuration changes have been made, click OK and then to save the changes.

VI. For the remote IP Office site to make use of the voicemail system at the central site, the remote site's voicemail settings must be configured correctly.

PROCEDURE

To verify the voicemail settings at the remote IP Office site:
1. Log onto Manager and open the remote IP Office site's configuration.
2. From the Configuration Tree, select System. Double-click the IP Office system to be configured.
3. On the Voicemail tab:
i. Make sure the Voicemail Type is set to Line.
ii. The Voicemail Destination must be set to the IP trunk that connects the system to the central site.
4. If any configuration changes have been made, click OK and then to save the changes.

VII. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
A copy of the IP Office configuration will be useful before escalating to your support organization.
The username and password of the configuration must be provided to your support organization for testing purposes.
Any trace codes or log files generated by the System Monitor application (if available).
Notes relating to the result of each of the verification steps performed above.
The customer's network diagram (if applicable).

Validation
Have the user in question dial the VoicemailCollect short code (*17 by default) to access the central site's voicemail system.

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