Log Weblog – Debugging ShoreTel Voice Mail with vmail.log

We should always in all probability do a number of blogs on logs!   Logs to an engineer are like finger prints to a cop!   Each professionals have to play “detective” and collect all of the hints they’ll in an exhaustive effort to determine what went unsuitable!   Logs all the time have attention-grabbing data, written cryptic ally however helpful none the much less.  Not too long ago we needed to resolve the case of the “lacking message notification” and that despatched us deep into Vmlogs.   The issue assertion was message left in a voice mailbox was suppose to inform a cellular phone when the message was marked pressing.  The shopper reported that this was not occurring .  So how do you go about debugging this problem?

ShoreTel gathers log data and shops them in a selected information folder.  The logs folder is contained within the X:Shoreline Knowledge folder on each your ShoreTel HQ server and your Distributed Voice Mail Servers.  This folder is a important element in any catastrophe restoration plan because it comprises all the data you have to recreate your system.  For instance, you system automated attendant prompts are situated right here, so ensure you again this folder up together with the configuration database.   The Log folder comprises quite a lot of logs that can be utilized to hassle shoot ShoreTel system points and it is best to turn into acquainted with them.  For functions of this weblog, we’re going to concentrate on the vmail logs.  These logs are created for a 24 hour interval and are time date stamped accordingly.  You’ll find this folder and its guardian folders, exist on every ShoreTel server.

Poking round within the Shoreline Knowledge folder is instructive.   These is a sub folder named VMS.  This folder comprises a number of different folders that successfully outline the Voice Mail construction of the system, or a minimum of of the Voice Mail bins that stay on that server.  Within the folder marked ShoreTel, you will discover a folder for every voice mailbox on that server, named for the extension quantity.  Inside that folder would be the information pointer and the wav information for the mailbox identify and the assorted name dealing with mode greetings.   The precise voice mail messages, nonetheless, are contained in a single huge folder named Messages, additionally within the VMS folder.   The Message folder comprises the entire voice mail messages saved as wav information with cryptic file names.   Transferring by way of the vmail logs, not solely are you able to affiliate the messages with a selected mailbox,  you’ll be able to typically get the password to that mailbox as it’s saved in clear textual content.

The vmail log is verbose and really English like in is format.   It doesn’t take a lot time to get comfy with the interpretation of this log.   Usually, when reviewing any log, you’ve got some fundamental details about what you’re in search of.  Typically you should have a GUID or an extension quantity that when coupled with time can assist you search the log for a selected name.   On this log we are able to see the incoming name answered by the voice mailbox and the caller Id captured for name again and electronic mail notification.   We are able to see the assorted key strokes that the caller entered and we are able to additionally seize the identify of the WAV file that ShoreTel will write out to the Message folder.

If any of the out dial options are activated, you’ll be able to see the carry out within the mail log, together with  the quantity dialed and any digits captured by the system when the caller solutions.   Usually, the entire actions related to this telephone name are recorded to this log.  Working between the log and the VMS Folder you’ll be able to find messages for a selected person.  On this instance we had been capable of hint the incoming caller ID by way of to a mailbox, watch the caller work together with the mailbox by producing DTMF digits after which mark the message pressing.  The logs proceed to display that the system then arrange an exterior name to a distant telephone, performed the ShoreTel voice mail notification greeting, collected the acceptance of the voice mail and the person password.  The system then marks the message heard and strikes it to the delete message queue.

All in a days work for a log file!  If you need to debug ShoreTel, Logs are your new finest pal!

Source by Mark Reid

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