000025861 - Vocent automated password reset system does not answer call

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 22, 2017
Version 2Show Document
  • View in full screen mode

Article Content

Article Number000025861
Applies ToVocent
Password reset
IssueVocent automated password reset system does not answer call
User tries to reset their password and does NOT hear a female voice say "Welcome to the Password Reset system"
CauseThe 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.
Resolution1. 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

  d. After the server boots up, wait 3 minutes after the VOAM Service has started; then call the server and see if it now answers

2. Check status of the PBX lines which connect to the Vocent system. The ports on the PBX may have become disabled. A PBX tech can re-enable them.

To hear an example of the voice, dial +1 240 632 6001
Legacy Article IDa31604

Attachments

    Outcomes