Troubleshooting guide

Troubleshooting Guide
160
Voice Mail Resiliency
Table 54: Troubleshooting Voice Mail Resiliency
Voice Mail
Type
Symptom Possible Cause Corrective Action
Embedded After an IP phone fails
over to the secondary,
user cannot connect to
their voice mail box.
A second voice mailbox has not
been configured on the
secondary ICP for the resilient
device.
Configure a second voice mailbox.
Call routing on the secondary
ICP is not configured to allow a
user to access the voice mail
ports (by dialing the hunt group
number).
Ensure that call routing is set up to
allow the user to access the hunt
group number of the voice mail port.
The centralized 3300 ICP
embedded voice mail controller
is out of service.
Check the 3300 ICP embedded
voice mail server.
Users indicate that
they are missing
messages.
Messages are in mailboxes on
both the primary and secondary
ICPs.
Instruct user to check voice mail
messages in both of their voice mail
boxes (user must dial different hunt
group numbers to access the voice
mail systems on the primary and
secondary ICPs).
Centralized
external
After an IP phone fails
over to the secondary
ICP, user cannot
connect to the voice
mailbox.
A voice mail box has not been
configured on the external
centralized voice mail controller
for the resilient device.
Configure a voice mailbox for the
user.
Call routing on the secondary
controller is not configured to
allow a user to access the voice
mail ports (by dialing the hunt
group number).
Ensure that call routing is set up to
allow the user to access the hunt
group number of the voice mail port.
Refer to the MCD Resiliency
Guidelines for call routing
configuration.
The centralized voice mail
application or server is out of
service.
Check the voice mail application
and server.