IP Office Troubleshooting
Message Waiting Light will not Illuminate after a Message is Left
Message waiting light does not illuminate after a message is left in a user's mailbox.
I. Duplicate user names on the IP Office system can cause this problem. The duplication of information can happen when, for example, there is an existing John Smith user who is associated with extension 201. Now, if there is a second John Smith user who is associated with
extension 208 on the IP Office and the first John Smith user is not deleted from the list of Voicemail Pro list of users, confusion with the message waiting indication may arise. To resolve this issue, delete the old John Smith user name or differentiate it from the new John Smith via
Manager; then delete the user from Voicemail Pro and restart Voicemail Pro. This will cause Voicemail Pro to repopulate its list of users with the updated information. Detailed procedures are provided below.
To delete or update the user in question via Manager:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select User and look for duplicate user names. Delete or update the user in question.
3. Click OK and then to save the changes.
To delete the user in question from the Voicemail Pro list of users:
1. Navigate to Voicemail Pro's Account directory. Typically, it is located within Avaya/IP Office/Voicemail Pro/VM/Accounts.
2. Delete the user account in question. This user will lose all messages and greetings and will need to reset all mailbox preferences.
3. Restart Voicemail Pro.
II. When a user first logs on as an agent, message waiting lights will not illuminate, even when there is a message in the mailbox for that agent. This is because Voicemail does not recognize that the agent has logged on until that agent connects to Voicemail. Therefore, it is highly recommended that the first thing an agent does after logging on is check for Voicemail messages. After this initial interaction with Voicemail, the message waiting light will illuminate when there is a message (for that log on session).
III. 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).
Leave a message for the user in question and verify that the message waiting light illuminates.