TomTomTom

Here's a really strange problem I need some help with.

I've got a 2000 IPS with Active Voice AD-8 voice mail.

I've been receiving complaints from workers saying their customers left them voice mail and they never received it. I could never really trace the problem because they never gave me any dates or times or any details on what equipment the customer used, etc...

I finally got to the bottom of it. An irate customer came in complaining he left a message on our system from their cell phone. I asked to borrow their phone right there and then to test right in front of him. It turns out he had a Revol Cell phone. It almost looked more like a toy than a cell phone. I called the DID on my extension and my voice mail picked up. My outgoing message played. It went to the beep. I recorded a test message. I even hit the * key after the message to show I ended the call. Voice mail gave me the send options. Everything worked fine except when I walked to my desk and went to my phone, my message waiting light was not on. I dialed into voice mail and it said, "You have no new messages." It didn't record the message!! I looked at the log in Active Voice. It showed the system took the call on the port. My test call was 46 seconds. It ended the call without any errors, but it did not turn on the MWL command. It then showed I called in and it played that I had no new messages.

I thanked the customer for the use of his phone and went to troubleshooting work.

Since then, I left several test messages from several cell phones. I've got an AT&T. A co-worker has an Alltel. Another co-worker has a Sprint. Another, T-Mobile. Every time I used their phones, our Voice Mail works fine. I found a secretary that has a Revol phone. Our voice mail system won't record the voice from that Revol phone. The logs show the port is recording, but it's recording silence.

Has anybody heard of this??

Revol is a small upstart regional cell phone system that really appeals to low-income customers. It's a pay as you go without a contract. I looked at the signal strength on the secretary's phone. It's pitiful. It won't even roam!

Recently, I did have one customer service rep on a live voice call shouting at a customer saying "I can't hear you--speak up!" I looked at her caller-id while she was on the call. It was a Revol phone number.

If Revol has pitiful and lousy voice quality, how can I resolve our Voice Mail system to record it? Our sensitivity settings were set and approved by NEC technical reps. It picks up everything quite well except Revol phones. I've reset our VM several times--nothing works.

Any suggestions? I'm under heat to get this resolved. Several big guys of my company missed important calls from customers with Revol Phones and aren't happy.