Voice Mail Troubleshooting Guide

Below are some common problems associated with voicemail and things to check:

A)     Voicemail not being delivered

  1.  Check AV/file locking software, ie. backups
  2. read only attributes
  3.  VM box full
  4.  service issue-check to make sure that all VM related services are started.

B)      Voicemail delayed

  1.   AV/file locking software

C)      Cannot access voicemail via phone

  1. Mailbox locked
    1.  Another ext accessing
    2.  Exchange Integration accessing  

-          Changing polling interval

HKEY_LOCAL_MACHINE\SOFTWARE\AltiGen Communications, Inc.\AltiWare\ExchIntg\Polling Interval

  1.  client software hung
  2. No initial greeting after voicemail access
    1. service issue
    2. phrase issue
    3. No greeting after entering extension password
      1. service issue
      2. phrase issue
      3. Password not accepted
        1. Incorrect password
        2. extension locked

D)     Cannot access voicemail via client software

  1. service not started
  2. PostOfficeDiskDrive registry key not set

-          Registry key for setting the PostOfficeDiskDrive to C:
HKEY_LOCAL_MACHINE\SOFTWARE\AltiGen Communications, Inc.\Voice Message Server/PostOfficeDiskDrive

E)      Voicemail skipping

  1. disk errors
  2. check event viewer
  3.  AV/file locking software

F)      Voicemail to email forwarding

  1. Refer to this article on DNS configuration http://www.whosgonna.com/altigen/voicemail
  2. If email address is the same domain as the altigen server, you can

-Add an entry to the 'hosts' file on the AltiGen server (located in C:\WINDOWS\system32\drivers\etc under XP) that includes the domain name and IP address. Let's say the dealer's mail server was at       mailserver.com


After adding that entry, open a command prompt and type ipconfig /flushdns.


G)     Voicemail notification

  1. not notifying pager


How to enable/check SMTP traces:

After leaving the message wait a few minutes then press the “VM & SP Log Dump” button on trace window to write the trace to C:\AltiServ\Log\VM\smtpserver\smtpserver.log.


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Last Updated
8th of September, 2010

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