|Issue||Vocent automated password reset system does not function correctly|
User tries to reset their password and they hear a female voice say "Welcome to the Password Reset system", but it does not function correctly
|Cause||The cause of the problem may be a memory leak in the 3rd party Salami system that Vocent uses as it?s monitoring/ping feature. The Salami system is used by Vocent when configured to call (outbound) another system to register itself as alive.|
|Resolution||Problem is frequently caused by some system that the Vocent server is dependent on: a database or user directory. Ask these questions:|
- At what point in the call dialog does the problem happen?
- Is it happening to all callers or just some?
1. Restart Vocent VOAM service
a. If unable to stop/start service, then skip to step c (reboot)
b. Wait 3 minutes after starting the VoamServer service; call the server and see if it now answers
c. If customers are NOT Washington Mutual, Getronics, National Semiconductor AND there is still no answer, reboot the Vocent server
NOTE: Rebooting can cause problems for the listed customers such as PBX disabling ports - use this option as a last resort
To hear an example of the voice, dial +1 240 632 6001
|Legacy Article ID||a31605|