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Voice Mail Box prompts issue
Last Updated: 07/22/2014
This article is for a rare situation where checking the messages on a voicemail box, causes strange prompt messages and numbers.
Usually, something like "Mail box 121 ... pause ... 142 ... pause ... 459 .... pause ...."

Warning:
This is considered an advanced / last resort technical article, and it is highly recommended you consult with Fortivoice or a BestDeal Technician before performing these steps.

The root cause of this issue is currently not know, but usually happens to older systems. Basically, the memory in the PBX has been corrupted. Specifically, the section that stores the prompts file that is loaded.

Solution: You need to reformat the system memory and reload the prompts file. For this you will need to know the IP addresses of all the units. This can be found in the "IP Configuration" section of the management software.

Here are some steps you can follow to recover the prompts on the effected unit.
  1. Back up the configuration
  2. If you have more then one unit, determine which unit has the prompts file issue, by checking the voicemail boxes assigned to each unit for the issue.
  3. Back up the voice mails on the that unit (In the management software Click on Tools --> Memory Usage, click on the extension links to download messages)
  4. Turn off the "Good Unit"
  5. Connect to the "Bad Unit" with the management software and perform the following:
Once connected to the "bad unit":

  1. Click Tools - Terminal Window
  2. Type AT !ZFC and press ENTER. (factory default and reformat command)
  3. The Talkswitch software will 'grey out' and eventually give an error indicating that the software is no longer connected. Close the software.
  4. Wait for the Talkswitch system to finish rebooting, and have lights 1&4, then 2&3 flashing on the front. This will take 5 -10 minutes. You will see the lights scroll from left to right during the progress of the reformat and memory check.
  5. Open the Talkswitch software and connect again. The bad unit, will be completely defaulted and will be set to get a dynamic IP from the DHCP server.For Identifying the Talkswitch using an IP scanner or locating in the DHCP server look for MAC OID: 00:0F:4D:xx:xx
  6. You will automatically be prompted to reload / update files onto the Talkswitch when you connect to it -- check automatic reboot and click update.
  7. If you only have one unit you can load the saved configuration file, save it and reboot.
For more then one unit (clone configuration from good unit)

  • The bad unit, will be completely defaulted and will be set to dynamic IP.
  • Turn off the unit you just formatted (very important!!!).
  • Turn on a "good unit" and connect to it with the management software. You will get an error click "Ignore and continue".
  • Make a change to the "System name" in the "Administration" section and save it. This will make the "good" units configuration newer and ensure the original configuration is not overwritten.
  • Once saved, turn on the other unit. The configuration and auto attendants should clone over to the reformatted unit.
  • Reboot all phone and check for the problem.



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