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OCS 2007 R2 After Hours Issue

We are running OCS 2007 R2, and recently our voicemail system has gotten a little wonky.  After hours, the message plays, and the user can select from our directory as prompted, but for some reason, when they pick the second option for the general voicemail box, it's dead air.  The call never disconnects though, and users will have to hang up themselves.  I tested this by trying to stop the processes associated with the server, and the moment I do, the call drops.  

I'm not very familiar with this part of OCS, does anyone have any ideas on where I can look?  
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USAVolleyball
Asked:
USAVolleyball
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3 Solutions
 
Cliff GaliherCommented:
This is not an OCS issue. Once you reach the voicemail prompts, OCS has already handed off the call management to the UM product you are using. The problem lies there.

-Cliff
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USAVolleyballAuthor Commented:
Alright, but where do we look at that point?  Everything we use is OCS based.  
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Cliff GaliherCommented:
OCS has no voicemail component, so you are using AT LEAST one other component that is not OCS based. And where the problem may lie would be entirely determined by that product.
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USAVolleyballAuthor Commented:
I've already checked Exchange, the mailbox isn't listed there, and the OCS interface doesn't specify where the account is that handles the voicemail account.  
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Cliff GaliherCommented:
Do you use Exchange for your UM platform?
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USAVolleyballAuthor Commented:
Yes, everything here is tied in via Exchange 2007 and OCS 2007 R2.
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Cliff GaliherCommented:
Then you need a mailbox, and the fact that you don't have one is the issue. OCS hands off the call to the exchange auto attendant, and then the AA hands the call off to the appropriate mailbox based on the options configured in the AA settings. So this is completely a misconfiguration on the exchange side. OCS, as mentioned above, is not involved.

-Cliff
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USAVolleyballAuthor Commented:
We don't know if the account was even created in the first place, the other mailboxes that seem to be associated with OCS aren't present in Exchange either.  

I should also note that I am not the original network architect, so I don't know a lot of this yet, and this is the first time this particular issue has come up.  Everything had been working fine up until two weeks ago.  
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Cliff GaliherCommented:
If you are using exchange for voicemail then the accounts must exist in exchange. If they don't and voicemail is working then you aren't using exchange for voicemail. It really is that cut and dry. I've told you where the problem can lie, but without digging into it myself, that is the best I can offer.

-Cliff
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USAVolleyballAuthor Commented:
I've checked to see if the account was disabled, but there's no disabled accounts by the name in question.  The AD entry for the account is present however.

I need information on how the two interact, do you have any resources on the configuration of the two?  
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USAVolleyballAuthor Commented:
I've requested that this question be deleted for the following reason:

Not happy with response / generally a topic we know little about ourselves.
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USAVolleyballAuthor Commented:
Problem is, the call flow isn't handed off to anything other than our Mediation server.  There's a step in the Response Group Configuration Tool that directs that type of call to be redirected to the "General Mailbox" - and that's as far as the configuration goes.  No clue where to look at that point, because "General Mailbox" in Exchange won't help us out here.  
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Cliff GaliherCommented:
The answer given was accurate, even if the questioner is in over their head to utilize the information. Deleting a question because it is a topic you j ow little about does not seem valid.
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USAVolleyballAuthor Commented:
Your information is not helpful.  You never actually answered the question, just trying to grind in some "advice" that may or may not even apply.  

The call control states that the calls in question go to a "General Mailbox" but there is no such entry in AD or Exchange for a "General Mailbox" and does not appear to be valid in this case.  
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Cliff GaliherCommented:
I answered the question quite directly. You asked where to look in OCS, and the answer is...you don't. OCS DOES NOT handle voicemail. It hands off calls to other services that can. I've even gone to lengths to help you determine where that may be, and while it sounds like you may be using exchange, you are not familiar enough with exchange UM to troubleshoot the issue. I even let you know WHERE in exchange to look.

You might as well say "my car doesn't run." me: "does it have gas?" you: "It doesn't look like my car has a gas tank." me: "well gas has to get to the engine somehow. Follow the gas lines and find out if they are clogged or if the filter is causing issues, or if you lost your gas tank on the highway." you: "that's not helpful and your answer is too complicated."

I can only take you so far, but if you don't have the basic knowledge in house then NOBODY on EE can help. That doesn't make the answer invalid. It means you need to call in a local trusted advisor with the prerequisite knowledge to help fill in the gaps that are clearly missing.

-Cliff
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ModernMattCommented:
USAVolleyball,

With respect, cgaliher's stance is accurate. This was originally an OCS question - posted in the OCS zone - so the direction provided was on the OCS issue. When other products are involved in a question, you cannot guarantee that the Expert helping you will have sufficient knowledge of those products, and they may consider it beyond their remit to answer, for example, Exchange issues in an OCS thread.

At this point, my recommendation would be that you open a question in the Exchange zone to discuss the voicemail issue directly with the Exchange experts. You can always link them here if you wish; you may consider using the Ask a Related Question function.

ModernMatt
Experts Exchange Moderator
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