Voice Mail authentication failure issue

ethanenning · ‎08-21-2008

Hello all,

Users got error "Invalid entry" while Ethey are trying to access Voice Mail from external or internal phones.

I thought it was the user forgot the password. But if they try again later, it'll succeed.

I've seen this issue happening intermittently. ï¼©would like to trace down the root cause.

Environment:ã€€Unity 4.0(5), Windows 2k . CCM 4.1(3)

Any help would be appreciated.

Ethan

sopayne · ‎08-22-2008

Hi Ethan,

On Unity, I'd suggest you enable these traces in the Unity Diagnostic Tool (UDT):

mAcro traces for Conversation and Skinny TSP.

You should set up detailed traces on CM as well.

When the problem recurs, then on Unity gather the AvCsMgr and svchost traces from UDT. The svchost traces will provide the Skinny traces that are much like the CM traces. You can then compare the digits input at the phone or transmitted by the gateway to what Unity is receiving.

If the digit sent is the same as the digit received, then the issue can be further troubleshot in the AvCsMgr traces.

I hope this helps.

ethanenning · ‎08-22-2008

Thank you very much, Sopayne.

Could you tell me what I should set up detailed traces on CM? in CDR ? what parameters should I choose?

Ethan

ethanenning · ‎09-19-2008

So far I haven't received any complains from users regarding this issue. Therefore the log file didn't give us any clue......

Anybody has the similar issue before?

Thanks,

Ethan