A customer had an issue where NO voicemail messages were received on the phone, no message waiting light; + they had voicemail to email, but no emails were received. However, if you look at the user directory on the server, the actual WAV file was there.
Time to Resolution: 1 hour
Troubleshooting Steps:
1. Reset voicemail pro services -> no result
2. Created new dummy extension and reset voicemail pro services and left a vm msg -> worked
3. Renamed a mail box to remove spaces. For example, user was x114 Bruce Smith. Renamed Mailbox to BruceSmith and reset voicemail pro services and left msg -> no result
4. Renamed BruceSmith windows directory to BruceSmith____ and reset voicemail services -> Voicemail Pro re-created brand new BruceSmith directory.
5. Left msg for x114 -> still no message waiting or voicemail on phone
6. Rebooted IP Office and left msg -> still no result
7. Renamed IP Office user to BruceSmith114 and merged and restarted voicemail pro services and left msg -> same negative result.
8. Attempted to turn off voicemail to email (just in case it’s creating issues) and noticed the radio button was set to FORWARD instead of COPY. Changed radio button to copy, merged, left msg for x114 -> SUCCESS!!
