Voicemails getting cut off

[Terry]

Hi there, I'm pretty new to Epygi systems so I may have something configured incorrectly. We have a Quadro 4x and recently when a specific user is getting a voicemail epygi will cut the call off after about 10 seconds. He was at ~35 seconds of voicemail time remaining so I bumped him up from 4% to 10% and the increase is shown in the systems memory status but we still have the problem of the voicemails getting disconnected. I also checked the total memory status and it still says we have 1 hour 12min + left. I've called the system myself from outside and 10 seconds after the voicemail greeting the system says "Thank you for calling" and then disconnects. Can anyone suggest what might be wrong?

Thanks for any responses.

Terry

[davrays]

Hi Terry,
can you check the status of that mailbox before and after the leaving a voicemail? You can use "Quadro Status - Memory Status" to see the free space at that extension before and after leaving such 10 seconds voicemail. Is te difference equal to 10 seconds? Is the free space equal to zero after leaving the voicemail.
May it be that you have any greeting recorded for that extension?
Or, alternatively, can you attach the screenshot of "Quadro Status - Memory Status" before and after leaving the voicemail?
Best regards,
David

[AramK]

I think the problem here is not connected to the memory limitation, but to the way of leaving voice mails. There is a feature on Quadro that detects silance during voice mail leaving and cuts the recording if the silance is big, so if you'll just call to VM and will not talk or take some seconds pause, the recording will be cuted and the "Thank you for calling" will be played to the caller.

[davrays]

Do you mean, Aram, that all users who call to that person, have nothing to speak and so keep silence? Thats posiible, but it should be quite unusual type of person, then

[AramK]

David, just read the Terry's post carefully. There are 2 cases described which can match with my explanation.

1.

...and recently when a specific user is getting a voicemail epygi will cut the call off after about 10 seconds.

- That specific user may talk with low volume voice or take some pause during voicemail recording. That is person specific and there is no general statement for all callers.

2.

... I've called the system myself from outside and 10 seconds after the voicemail greeting the system says "Thank you for calling" and then disconnects.

- calling for diagnostic purpose, personally I would speak a little and then wait. Maybe Terry's behaviour was the same.

Is this enough to suspect voicemail cut by silence detection or you need more evidences ?

Regards,
AramK

[davrays]

Hi Aram,

Is this enough to suspect voicemail cut by silence detection or you need more evidences ?

Your suspect is worth to check, in any case, Aram. But anyway I need more evidences The specific user, which Terry was talking about, was the called one, not the caller. At least this could be concluded from the description: "when a specific user is getting a voicemail". But taking into account that people often describe things not very accurately... agree, your assumption might be right

My best wishes,
David

P.S. I hope you'll write in forum more often, after next job change. Don't tell me that you are busy

[AramK]

Terry, just check the scenarios suggested by me and David and let us know about results.

David, actually I'm too busy Not as much busy as in Epygi, but enough to not have a time to be updated on the new/changed features of Quadro, so my knowledge is getting outdated day by day Just learning a lot of new tools and testing principles, also there is a lot of paper-work. Additionally, work change is always a big stress

[Terry]

hey guys, Thank you for your responses and sorry for the slow reply. Some of the users that were having issues now are not having issues but every once in awhile a user comes to me with the same problem of being told by a person calling in and leaving a voice message that they were cut off. I'm having one user troubleshoot right now (Extension 58). I've upped his quota to 4% and we are testing to see if the issues has been resolved. He just left himself a 60 second voice message and didnt get cut off however he has yet to be notified/emailed that he has a new message. The message was left about 10 minutes ago.

Here is a copy/paste of the memory status page.


Memory size: 2 hour 28 min 6 sec

User Space for Extension Sort by desc Voice Mailbox System Messages Free Space Total Space
00 0 sec 2 min 24 sec 2 min 2 sec 4 min 26 sec
11 0 sec 3 min 41 sec 2 min 14 sec 5 min 55 sec
12 0 sec 2 min 59 sec 2 min 56 sec 5 min 55 sec
13 0 sec 1 min 6 sec 4 min 49 sec 5 min 55 sec
14 0 sec 28 sec 5 min 27 sec 5 min 55 sec
31 0 sec 1 min 54 sec 4 min 1 sec 5 min 55 sec
32 0 sec 4 min 36 sec 1 min 19 sec 5 min 55 sec
33 0 sec 1 min 48 sec 4 min 7 sec 5 min 55 sec
34 0 sec 3 min 3 sec 2 min 52 sec 5 min 55 sec
40 0 sec 0 sec 2 min 57 sec 2 min 57 sec
41 3 min 1 sec 2 min 19 sec 9 min 28 sec 14 min 48 sec
42 0 sec 3 min 15 sec 2 min 40 sec 5 min 55 sec
43 0 sec 2 min 40 sec 3 min 15 sec 5 min 55 sec
45 0 sec 4 min 28 sec 1 min 27 sec 5 min 55 sec
46 0 sec 23 sec 1 min 5 sec 1 min 28 sec
47 0 sec 0 sec 1 min 28 sec 1 min 28 sec
48 0 sec 0 sec 1 min 28 sec 1 min 28 sec
49 0 sec 1 min 8 sec 20 sec 1 min 28 sec
50 3 sec 19 sec 1 min 6 sec 1 min 28 sec
51 3 sec 1 min 16 sec 6 min 4 sec 7 min 23 sec
52 0 sec 0 sec 2 min 57 sec 2 min 57 sec
53 0 sec 53 sec 2 min 4 sec 2 min 57 sec
54 0 sec 0 sec 1 min 28 sec 1 min 28 sec
55 0 sec 0 sec 1 min 28 sec 1 min 28 sec
56 0 sec 0 sec 0 sec 0 sec
57 1 min 10 sec 1 min 38 sec 9 sec 2 min 57 sec
58 0 sec 1 min 14 sec 4 min 41 sec 5 min 55 sec
59 0 sec 1 min 17 sec 1 min 40 sec 2 min 57 sec
60 0 sec 0 sec 1 min 28 sec 1 min 28 sec
62 0 sec 0 sec 1 min 28 sec 1 min 28 sec
79 0 sec 0 sec 0 sec 0 sec
System memory 0 sec 0 sec 1 min 28 sec 1 min 28 sec
4 min 17 sec 42 min 49 sec 1 hour 19 min 56 sec 2 hour 7 min 2 sec

[AramK]

Terry, memory status will not help here. Need to analize systemlogs, to really understand whatever the VMS session was cutted by memory shortage or by another reason.

[AramK]

Quadro logs can be downloaded from "System -> Diagnostics -> Show System Logs -> System Logs Settings" page by pressing "Download all logs" button. "Enable Developer Logging" must be enabled. Next time when you'll have a complain about cutted voicemail, just download the system logs as soon as it will be possible and send them to Epygi Tech Support for examination.