Voicemail MWI System Updates

[FONGO_steve]

We are happy to announce that after much development and testing our updated voicemail message waiting indicator platform has rolled out earlier today.

The new indication system has much speedier response (mere minutes) on indicating new messages and clearing old notifications.

[TheHardy]

We are happy to announce that after much development and testing our updated voicemail message waiting indicator platform has rolled out earlier today.

The new indication system has much speedier response (mere minutes) on indicating new messages and clearing old notifications.

System wide, all brands, all platforms? Or limited deployment?

ATAs and default softphones, or? Sorry to ask so many questions, but there are lots of brands and platforms in play now!!

*NB: crossposted for completeness in *this* thread!*

[CSCO]

I can confirm it works on my lines. Thank you.

[FONGO_steve]

We are happy to announce that after much development and testing our updated voicemail message waiting indicator platform has rolled out earlier today.

The new indication system has much speedier response (mere minutes) on indicating new messages and clearing old notifications.

System wide, all brands, all platforms? Or limited deployment?

ATAs and default softphones, or? Sorry to ask so many questions, but there are lots of brands and platforms in play now!!

*NB: crossposted for completeness in *this* thread!*

System wide - not dependent on brand or hardware

[TheHardy]

We are happy to announce that after much development and testing our updated voicemail message waiting indicator platform has rolled out earlier today.

The new indication system has much speedier response (mere minutes) on indicating new messages and clearing old notifications.

System wide - not dependent on brand or hardware

Thank you for the FULL clarification on this issue!

[Mallox]

Well it work, but with about 12 hours delais. And I don't know if it's related but yesterday all the receiving call when directly to my FM#.
And now this morning I got 5 ping before regular tone when I try to make a call.

Using FPL with SPA-3102

[FONGO_steve]

Well it work, but with about 12 hours delais. And I don't know if it's related but yesterday all the receiving call when directly to my FM#.
And now this morning I got 5 ping before regular tone when I try to make a call.

Using FPL with SPA-3102

The call going straight to your follow-me is definitely not related. Does your ATA show an uptime? I wonder if the connection is being lost which would be what's causing the calls to follow-me, as well as the voicemail notification to not actually reach the device.

[Mallox]

No, when my calls when directly to my FM#, I checked my ATA and it was register.

And can you tell me why the funny tone this morning?

[FONGO_steve]

No, when my calls when directly to my FM#, I checked my ATA and it was register.

And can you tell me why the funny tone this morning?

I'm thinking we'll have to look into your specific account a little further on this. Normally I'd ask you to PM me my number, but I'm just about to go on holidays and I don't want to keep you waiting! I'll see if I can get FONGO_Mike to give you some help here

[FONGO_mike]

The stutter tone you got when you first picked up the phone was likely the VM indicator, from your ATA device, are you able to call out?

[Mallox]

Well it work, but with about 12 hours delais. And I don't know if it's related but yesterday all the receiving call when directly to my FM#.
And now this morning I got 5 ping before regular tone when I try to make a call.

Using FPL with SPA-3102

I found the problem... The 5 tones when I pick up was the "Do not disturb" function on the line that was activated. Not sure how it been activated . But now everything work fine with the incoming call.

I will let you know next time I receive a message how long it take for the MWI to go on and off.

By the way, when steve say:

The new indication system has much speedier response (mere minutes) on indicating new messages and clearing old notifications.

how many minutes it's suppose "in theory" to take now for the system to send an update?

[FONGO_mike]

It should be under 5 minutes. From the testing that i was part of though, i saw some in 5-10 seconds and up to about a minute (long ones were 2 minutes.

[TheHardy]

It should be under 5 minutes. From the testing that i was part of though, i saw some in 5-10 seconds and up to about a minute (long ones were 2 minutes.

Holy crap, even at 5 mins, that is a HUGE (earthshaking!) improvement over what it was .... you guys should have helium balloons, cake and noisemakers if we can reliably maintain sub-5 min notifications!!!!!

[TheHardy]

I found the problem... The 5 tones when I pick up was the "Do not disturb" function on the line that was activated. Not sure how it been activated . But now everything work fine with the incoming call.

Daaaaamn ... don't you hate it when it is something you did not think to check, and you end up with a bit of egg on your face? TBH, this is NOT the first time I have read of DND being somehow mysteriously activated and causing problems ....

Note to other users & Fongo tech support (Mike/Neil/Dom --- get this added to the troubleshooting table for the lower level CS reps!!!): If you are having problems receiving calls, double check the DND settings!!!!!

[jam]

Hey! I was in the washroom and missed a call, and when I came out to check the phone, the voice mail waiting indicator was working already! Checked the message, hung up, and the indicator cleared right away! Very impressive! Had to come to the forum to say thanks. Nice to know improvements are still being made!

[TheHardy]

Hey! I was in the washroom and missed a call, and when I came out to check the phone, the voice mail waiting indicator was working already! Checked the message, hung up, and the indicator cleared right away! Very impressive! Had to come to the forum to say thanks. Nice to know improvements are still being made!

Sometimes they take a while, but it is nice to know that this one is fixed and working correctly now! I would not have thought that there would have been much impetus to fix it after it was so broken for so long, but it is nice to have it working correctly FINALLY!!!

[Bloodsong]

This couldn't come at a better time.
I recently started to sign up several new customers, and it's a lot easier to support the questions I get from friends and family when it's not about an existing known issue

[FONGO_mike]

Hey! I was in the washroom and missed a call, and when I came out to check the phone, the voice mail waiting indicator was working already! Checked the message, hung up, and the indicator cleared right away! Very impressive! Had to come to the forum to say thanks. Nice to know improvements are still being made!

Sometimes they take a while, but it is nice to know that this one is fixed and working correctly now! I would not have thought that there would have been much impetus to fix it after it was so broken for so long, but it is nice to have it working correctly FINALLY!!!

As we have explained before Hardy, although there may be some bugs under the carpet, we are always working on getting things fixed and improved, we just need time. You have no idea how badly we all wanted to post about the work going into this and when testing first started but could not in case we posted a deadline and something went wrong, or if during testing, it may did not fix any issues.

[FONGO_mike]

This couldn't come at a better time.
I recently started to sign up several new customers, and it's a lot easier to support the questions I get from friends and family when it's not about an existing known issue

+1

[TheHardy]

As we have explained before Hardy, although there may be some bugs under the carpet, we are always working on getting things fixed and improved, we just need time. You have no idea how badly we all wanted to post about the work going into this and when testing first started but could not in case we posted a deadline and something went wrong, or if during testing, it may did not fix any issues.

Mike -- I am also in a customer-service based industry, and I have to deal with my customers face to face. I know all about promises, failed promises and the consequences. I also know a lot about trying to live up to stuff OTHERS have promised that I have no chance of meeting.

That said, there is a HUGE difference between:

"Yes we are aware of the problem" (and then silence) &
"We are working hard to deploy a fix, testing is currently underway and we will update you once it is fully implemented"

(or even a happy medium in between).

But right up until 3-4 days before the fix, all we got was the FORMER ...

It really does not help when your long-term customers turn cynical too, and start giving the pat answers to the "newbies" --- but when that is all we have to offer .... I know myself that I am guilty of slagging on this, and having a certain TONE when answering (I think I can paraphrase, "yeah they know it's broken, live with it tho") but that was ENTIRELY based on info I was receiving from the official channels.

Being more proactive rather than reactive could be a huge benefit to Fongo in general ... esp with updates re: bug fixes.

As frustrating as it may be for you STAFF, for us USERS, hearing deafening silence about our problems after the obligatory "we are aware of the problem and it has been forwarded" followed by NO other details tends to make one wonder if anyone at Fongo cares or does anything (even though that is not the case) --- but all we SEE is NO ACTION. Updates and reports would fix this...

[TheHardy]

To that end, perhaps a once-weekly (or even bi-monthly) bug fix update from Fongo:

ex:
Dell Desktop PC Softphone:
dial pad issues -- why -- accepted error --- workaround --- fix in motion, support links to other posts

FPL Desktop PC Softphone:
incoming CID issue -- why -- known error -- check call logs -- sorry, no more development on this platform

etc ... you get the idea ... and then update that as things progress....

Dell ....
"solution now in testing with recoded application, release within 2-3 weeks"

[gabisa60]

I can confirm that it is working, a huge improvement!

However after a few tests I already detected a flaw... By playing and/or deleting the recorded message from my freephoneline.ca account, the phone's voice mail indicator will NOT be cleared. You will be left with the indicator ON and you need to go in the ATA interface in order to turn it off... Can anybody else confirm my scenario? Steve? Mike?

P.S. I haven't tried the softphone yet, nor accessing my voice mail remotely...

[gabisa60]

Actually I did more tests by leaving messages, then listening and deleting them from WEB or remotely. I was able to mess up the system completely: the indicator is ON even if no messages are stored!!! Even if I clear the MWI from the ATA, the indicator cannot be cleared normally following the next incoming VM.

Maybe FPL / Fongo should implement a Resync button in the Web interface as a patch in order to re-evaluate the number of the stored voice messages... IMO it is a matter of time until the users will start reporting MWI issues again.

Sorry to ruin your hopes....

[TheHardy]

Glitchy MWI -- yes, with an ATA it still seems to be buggy accessing in that way. I am in the process of testing the softphone thingy now via remote vmail pickup vs webinterface checking, vs dialing in *98 to see response times. I will post my findings a little later on ...

[gabisa60]

At this moment I am not able to recover: I am resetting the flag in the ATA and after a while the indicator comes ON again and again!