Included are the 10 most viewed solutions, and the 10 with the highest customer ratings.
Best practices for installing Windows Updates.
How to setup Message Waiting Indicators for Mitel integration.
Transfer not working on SIP systems.
Set up CSE server in IXM Admin to synch with Google Gmail.
Call voicemail and the system asks for MBX number not password.
iLink Pro Desktop does not login.
Say date and time or caller ID.
Does iLink Pro Desktop work with Outlook 2007?
Setting a custom TUI to play message count.
Faxing out of Avaya Messaging and back to the same system fails.
iLink Pro Desktop does not login.
The UC License is not available on the voicemail server.
Web Access cannot be displayed.
Say date and time or caller ID.
What operating systems are supported by Messaging?
After adding a PDF license, incoming faxes are still TIFF files.
◊ Best practices for installing Windows Updates.
In order to prevent unexpected down time, Avaya recommends that Windows Updates be set to Download updates but let me choose whether to install them. With this setting the user can schedule an appropriate time to install the upgrades with a minimum of disruption since a system reboot is usually required.
Avaya tests all windows updates as they are released and if any cause conflicts with our software, a technical bulletin will be released and a knowledge base article is created. Contact Avaya Customer Support for further information.
◊ How to setup Message Waiting Indicators for Mitel integration.
Setting up MWI lights requires Host Command Interface (HCI) on the 3300. Messaging 7.1+ requires a Mitel 3300 Integrated Communications Platform (ICP) using Direct SIP.
1. In the Mitai Configuration wizard, define HCI.
2. In the SIP Configuration wizard, on the General tab, the Voice Port Alias must have HCI defined.
3. In IXM Admin, go to Configuration > Device Management Settings > CTI Settings. Enable CTI Installed. Set CTI Mode to Mitai and enable CTI Multiple Message Lights.
4. In IXM Admin, go to PBX Properties. On the Message Light tab, enable CTI.
◊ Transfer not working on SIP systems.
Transfers to any number are not working on SIP systems when you call into the auto attendant and transfer to an internal or external number. The voicemail seems to perform the transfer but then the call is dropped.
For a call to be transferred, the system must put the call on hold. If the call gives [email protected] as contact info, then the system cannot put this call on hold since there is no specific call information to pass to the PBX. This can be seen by running a Wireshark trace and using a SIP filter. The Invite packet of the call contains a From field with [email protected].
◊ SMTP Forwarding not working.
SMTP Forwarding is not working. When checking the VPIM log, voicemail does connect to the email server but the message is rejected. The log shows Client Not Authenticated because the email server is looking for SMTP authentication which is not supported.
STMP Authentication must be disabled on the email server.
◊ How to setup up remote admin.
Remote Admin allows system administrators and support personnel to remotely access IXM Admin from a workstation. However, using Remote Admin means that more than one person can be modifying the database at one time. If two or more people make changes to the same entry, some changes may be overwritten without notification. The maximum number of people that can connect through Remote Admin is 5. IXM Admin must be installed on each workstation where Remote Admin is to be used.
1. Insert the Messaging installation DVD. Browse to the root folder and double-click TOLEE_Admin.exe.
2. Click Next to continue with the installation.
3. Select the drive where Remote Admin will be installed. Click Next.
4. Confirm the selection, and then click Next to begin copying the files.
5. Click Finish when completed.
Remote Admin is now ready to be used. A shortcut has been placed on the Windows desktop for convenience.
◊ Call voicemail and the system asks for MBX number not password.
When calling into the voicemail server to retrieve messages, the system should prompt for the mailbox password, but it is asking for the mailbox number instead. This occurs when more than one mailbox has the same extension.
In IXM Admin, go to the Mailbox Structure > Addresses tab. Review all listed addresses to find one with the same extension. Remove the extension from the other mailbox.
◊ iLink Pro Desktop does not login.
iLink Pro Desktop is not logging in, even when right-clicking and selecting Login.
Ensure that the IP address entered in Settings correctly points to the voicemail server, then restart the UC Unified Messaging System Tasks Service.
◊ Say date and time or caller ID.
Starting with Messaging 8.x, caller ID and message delivery information are not heard. Users do not hear the date, time or caller ID of a message even when pressing the key for Envelope Information in the TUI.
In 8.X, Caller ID, date, time and delivery flags (i.e. urgent, important, etc.) for a message are part of the Message Envelope. To activate the function, open the TUI associated with the mailbox and in sub menu 2, open Envelope Information and enable the options you want to include in the playback.
◊ Does iLink Pro Desktop work with Outlook 2007?
Avaya Messaging version 7.1+ will integrate with Outlook 2007.
Set up a mailbox to outcall to a cellphone for notifications. After leaving a message, the cell does not ring, and the ports are not making an outcall.
Make sure that Notification has a schedule setup, and the schedule has a Default Address. If the notification is to a single cellphone, do not enable Cascade Notification on the Options tab.
◊ Setting a custom TUI to play message count.
Calling into a mailbox does not play the new message count.
To play, it must be enabled on the Custom TUI. On the Custom TUI, click on Announcements, enable Play message count and select Read and Unread.
Save the TUI.
◊ Faxing out of Avaya Messaging and back to the same system fails.
Faxing a doc to another employee on the same voicemail system does not work. The fax is sent out on one port and comes in on another, taking 2 ports of the voicemail fax setup.
However, faxing to another address on the same voicemail system is not supported. Internal users can only send a fax to a fax machine internally. Faxing to external numbers is not affected.
◊ iLink Pro Desktop does not login.
iLink Pro Desktop is not logging in, even when right-clicking and selecting Login.
Ensure that the IP address entered in Settings correctly points to the voicemail server, then restart the UC Unified Messaging System Tasks Service.
◊ The UC License is not available on the voicemail server.
When going to Start > Programs > Office-LinX > UCLicenseUpgrade, the system displays Error 70. Cannot read license.
This will occur when connecting to the voice server using Remote Desktop. Sign in on the server machine itself, or access it remotely through another a remote client application, such as Logmein or VNC.
◊ Web Access cannot be displayed.
When attempting to launch Web Access through a browser, the screen does not load and there is an error message saying The page cannot be displayed or Not authorized to view the page.
On the voice server (Windows Server O/S): Go to Administrative Tools > Computer Management > Local Users and Groups, select UCIISUser and click Reset Password. Then go to Computer Management > Services and Applications > Internet Information Services (IIS) > Web Sites > Default Web Site > UC. Right-click Properties and select Directory Security. Choose Edit under Authentication and Access Control. Make sure the user UCIISUser has the necessary rights and click Reset Password.
Restart the World Wide Web Service.
◊ Say date and time or caller ID.
Starting with Messaging 8.x, caller ID and message delivery information are not heard. Users do not hear the date, time or caller ID of a message even when pressing the key for Envelope Information in the TUI.
In 8.X, Caller ID, date, time and delivery flags (i.e. urgent, important, etc.) for a message are part of the Message Envelope. To activate the function, open the TUI associated with the mailbox and in sub menu 2, open Envelope Information and enable the options you want to include in the playback.
◊ What operating systems are supported by Messaging?
All versions between >=8.0 and <9.0 support XP and WIN 7, Windows Server 2003 and 2008 (32 and 64-bit). OL versions 9.0+ support Windows 7 and 8, and Windows Server 2008, 2012, 2016 and 2019.
◊ After adding a PDF license, incoming faxes are still TIFF files.
After applying the PDF license and rebooting, incoming faxes are still TIFF files even though the VPIM is set to PDF. This is a voicemail issue where the VPIM server version and PDF library are not installed. Please call support for assistance with replacing the VPIM server and adding the PDF library.