Troubleshooting voice mail problems

Last Updated : Dec 17, 2019 |
Prolog information
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Condition

Display of context-sensitive soft keys for voice mail on the phone is enabled on System Manager. Depending on the configuration, System Manager uses either the default or custom values of the Voicemail attributes.
However, the user still encounters the following problems:
  • A user is unable to log in to the voice mail.
  • Context-sensitive soft keys for voice mail are not working on the phone.
  • Context-sensitive soft keys for voice mail are not displayed on the phone when the user presses the Messages/Inbox key or manually dials the voice mail access number on the phone.
Note:
The solution to this problem might require a Device Adapter restart. If a Device Adapter restart is required, Avaya recommends that you stop and start Device Adapter during the maintenance window to minimize the impact on endpoint registration and call handling.

Cause

  • The values configured for the Voicemail attributes in System Manager do not match the ones used by Device Adapter.
  • The administrator has not restarted Device Adapter after modifying the values of the Voicemail attributes in System Manager.

Solution

  1. In the config.ini file, examine the Voicemail section and ensure that the dialing sequence values for the voice mail soft keys are present and match the ones configured on System Manager.
    ADDITIONAL INFORMATION:
    If the dialing sequence values are not present or do not match the ones configured on System Manager, re-configure the Voicemail service attributes on System Manager and restart Device Adapter.
    The config.ini file is located at /opt/Avaya/da/shared/config/ on Avaya Breeze® platform.
    If this does not resolve the problem, go to Step 2.
  2. If the dialing sequence values are correct in the config.ini file, but the voice mail soft keys are not displayed on the phone, restart Device Adapter.
    ADDITIONAL INFORMATION:
    If this does not resolve the problem, go to Step 3.
  3. Do the following to enable log traces and set the log level:
    1. Run the following commands on the Avaya Breeze® platform CLI command prompt to enable the dsa, tps, and pbx log traces:
      ADDITIONAL INFORMATION:
      • syslogLevelSet dsa tDSA 7
      • syslogLevelSet tps tDSET 7
      • syslogLevelSet pbx tMAM 7
    2. On the System Manager web console, do the following to set the log level:
      ADDITIONAL INFORMATION:
      1. Navigate to ElementsAvaya Breeze®Configuration.
      2. Click Logging.
      3. In the Cluster field, click the Avaya Breeze® platform cluster that has the Device Adapter Snap-In installed.
      4. In the Server field, click the server where the cluster resides.
      5. In the Service field, click DeviceAdapter.
      6. In the Log Level field, click ALL.
      7. Click Set Log Level.
  4. Make a test call.
  5. Examine the dsa.log, DeviceAdapter.log, and ss_common.log files located at /var/log/Avaya/services/DeviceAdapter/.
  6. In the dsa.log log file, find the ProcessSystemDataNotify message and examine the value of VoiceMailSystem in the message. Do the following:
    1. Ensure that the Voicemail Telephony User Interface system is the same as the one configured on System Manager.
    2. Ensure that the dialing sequence is correct. If the dialing sequence is incorrect, rectify it by using the Voicemail attributes in System Manager.
  7. Verify that during an active call to the voice mail, the following message is logged in the dsa.log file:
    ADDITIONAL INFORMATION:
    There is call to VoiceMail server.