NJAutos

We have a centeralized VM system running VM Pro with 4 satellite sites. I had to add a few users to the IPO system today and after doing the reboot, satellite users could reach the VM Pro prompt ... but when they entered their password, it told them that is was incorrect! Any solutions?

Cephas

What password did you have them enter if it was new mailboxes? Did you assign voicemail passwords when you setup the users?

I would try changing the passwords through manager, in the user form to 1234. When your users login next (using 1234 as PW) it will force them to change it.

Peter

PBXtech.info

 

NJAutos

No dice ... Ive even left the password field blank as if it was a new user

NJAutos

This is actually the second time this has happened in the last week or so. The last time it happened, it was because of a power failure.

Now ... I can reach the other stores via direct extn dial ... and they can reach the prompt of the VM Pro System ... but its almost like the VM Pro system cannot read the config data from the satellites file to obtain the correct password for the users! The VM works fine at the location where the VM Pro and IPO systems are side by side!

Cephas

Just to review - you have the sattelite locations voicemail settings in the system tab set to LINE, and telling it the voip line to head office correct? And users can reach the voicemail from the sattelite locations with the default *17 shortcode?

Did you try rebooting the sattelite locations after changing the passwords? You shouldn't normally have to but it might help. It would also be worthwhile to consider rebooting the VMS PC.

Failing that, delete the folders of the users in question on the VMS PC accounts folder, and have them try again. When it asks for a password they should just hit #

Peter

NJAutos

Correct!

Yup! And the VM PC got a reboot too!

No dice!


Honestly ... after racking my brain for a few hours yesterday here is my theory ... correct me if Im wrong ...

Our satellite locations connect to VM through a LINE to the IPO here and the IPO here connects to VM through an IP Address. Entering the IP Address for the satellite locations does not work ... I just get a number busy. I feel that the IPO here is having a problem pulling the config from the satellite location's IPO. Because of this, the VM System cannot verify that the user is authentic because it cannot verify the password stored in the config file!

PBXtech.info

 

Cephas

Time to run debugview2 and monitor and see what happens both when you change a users password on a sattelite location and merge the change, and when that user attempts to login to their voicemail box. That should give you some clues what is going wrong. Compare it to what you see when someone at the main site logs into their voicemail successfully.

What's your network topology for connecting the remote sites? Are there firewalls that could be causing grief?

Peter

NJAutos

Is that debug software bundled with the system or can I DL that from somewhere? Ive been using system monitor since this first occured.

As far as the topology goes, we are a star network. Each remote site connects to the main location via one LINE in the IPO system. The main location connects back out to the rest of the remote locations via multiple LINES in the IPO system.

There are firewalls and routers across our VPN, but I have verified that communications between them all is OK and stable. I even contacted our NMS and had a rule added to our main router allowing EVERYTHING to pass through. I know its not the greatest for security, but I wanted to open everything up to be 100% sure that it was not a VPN issue!

Chris

Cephas

Here you go.

As I mentioned, compare an unsucessfull login from a remote site to a sucessfull login from the local site. BTW can ANY of your remote users properly use voicemail?

Peter

Attached Files

Voicemaildebugview.zip (165.4 KB, 8 views)

NJAutos

Thanks for the file!

And no ... none of our remote users can access VM!