Messages

1

Mitel Software Applications / Mitel 5000/Mitel Border Gateway/No Audio on External Phones

« on: October 12, 2018, 02:42:46 PM »

Help! My organization is trying to set up teleworker for a location that is outside of our internal regional network. Phones that are at other locations using teleworker and within our internal regional network work just fine. Phones that are not within it have no audio at all - the phones ring but neither end can hear the other, and when answered by a phone within the network it hangs it up. Mitel has looked at the tug logs and points back to us or a firewall issue. We have opened all the ports but something is still stopping traffic. Traces show that it is being blocked but we have been unable to make it work. This was supposed to be operational a month ago and no one has been able to resolve the issue: our vendor, Mitel or our corporate techs. Has anyone else ever had this? or have any suggestions - we are desperate enough to try anything. thank you!

2

MiVoice Office 250/Mitel 5000 / Large CPU System Utilization and Very Poor Call Quality on Mitel 5000 System

« on: November 15, 2017, 11:30:37 AM »

We had a brand new Mitel 5000/250 controller installed in February. We have had many issues, and have implemented VLAN and QoS on our network (Cisco Meraki MS350 and MS250 switches that all the phones are plugged into), as well as upgraded the software, and did a direct connection between the controller and our main switch. We did this as users were randomly being disconnected from calls, and the call quality was so bad that our users have resorted to using cell phones instead of their desk phones. We are school district and have occasion to dial 911, this is an issue due to the call quality. This morning our system went totally crazy, and our PA system that is connected to the phone system was even as well. We've noticed that the issues seem to be associated with 100% CPU utilization and the large percentage of that being application instead of users. We've reached out to our phone installer and they keep pointing to our network. Is there a way in the Mitel controller to figure out what is causing the issue? I looked at the ipra log this morning and noticed lots of error 110 as well as some other issues. We are desperate to try anything to resolve this issue as it is impacting our school greatly. I've tried contacting Mitel, but they won't talk to me as I'm not a Mitel tech. We selected Mitel for its features, but have come to regret that decision with this latest major issue. Any suggestions would be greatly appreciated.

3

MiVoice Office 250/Mitel 5000 / vLan help

« on: October 30, 2017, 09:58:00 AM »

My organization had a Mitel 5000 system installed back in February - we are still trying to get the system up and operational to its full capacity - to say that the vendor and Mitel have been less then supportive would be an understatement. We are at the point where our bosses are questioning the decision to implement the system. We have one last chance - implementing a voice vLan. We have tried to get support from our vendor to do this, and I have managed to figure out all but one thing - when I go to set up the IP range I get the error message that it is not within the Processor Module subnet. Any assistance would be gratefully appreciated.

Thanks!

4

SIP On Mitel / Re: Mitel 112 DECT Phone - 5000 Controller

« on: April 27, 2017, 09:52:47 AM »

sgates,

DTMF issues usually revolve around the DTMF Decoding Payload in the MiVO-250. Do you have SIP Trunks or just this SIP DECT phone?

Thanks,

TE

I know that the DTMF Decoding Payload is set to 96 on the phone. I don't think we have SIP Trunks as we only have 5 SIP devices. We did just switch our POTS lines over to PRI lines. thanks for your assistance.

5

SIP On Mitel / Mitel 112 DECT Phone - 5000 Controller

« on: April 27, 2017, 07:57:12 AM »

Hi - Our phone vendor recently set up 3 Mitel 112 DECT Phones in our 5000 controller (not sure if that makes a difference). The users are able to make and receive calls; however, when calling any phone system where there is menu that requires additional keys to be pressed on the phone, it does not seem to register that the user is pressing the keys. I am thinking it is a setting that needs to be checked but not sure where that would be. Thanks for any help

6

MiVoice Office 250/Mitel 5000 / Re: Busy signal on incoming lines can only be cleared by rebooting

« on: March 31, 2017, 10:39:39 AM »

sgates,

Have you verified that you are getting a positive disconnect from the POTS lines? If not then what happens is that the Loop Start Trunk port of the system will stay off-hook which will eventually cause the POTS lines to become "locked up".

You can get a positive disconnect device if Verizon is not or won't send one. Go to www.sandman.com or www.vikingelectronics.com and look for a CPC disconnect device.

Thanks,

TE

We are thinking that we had a hunt group left in the system from when the vendor upgraded it that was causing the issues. Every time we got the busy signal, the same hunt group was involved. We have removed the hunt group to see if that was the cause. If not, we will definitely try this suggestion.

Thanks!

7

MiVoice Office 250/Mitel 5000 / Re: Screensavers on 5360 Phones

« on: March 31, 2017, 10:37:06 AM »

sgates,

Have you looked into the Application Profiles used for those phones? You can add or remove the Default_ScreenSaver and Help applications for any IP Phone. We typically put the 5360 on its own Profile ID to reduce Error Logs from filling in when non-5360 IP Phones try to use the Help application.

You could look to see what they are using or try to make a new Profile to ensure they get both applications.

System > Phone-Related Information > Application Profiles

Thanks,

TE

thanks - I will look into this.

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MiVoice Office 250/Mitel 5000 / Re: Busy signal on incoming lines can only be cleared by rebooting

« on: March 28, 2017, 04:01:07 PM »

If all four lines are making or taking call, the fifth caller will hear a busy signal. Dial each trunk directly and make calls. If you can grab the trunk an complete  a call then grab trunk again, then the loop starts are working properly. Does your telecom provider have your phone numbers hunting? 

We have 12 lines coming into the building - they are all in a circular hunt group. Our phone provider, Verizon, has been out and tested the lines - they clear the lock and the system sometimes works. The only solution that has consistently worked is rebooting the controller. The screen shot was taken while I was getting a busy signal on the line, and it will say ringing for many minutes. Our internal phone person has indicated that they have never had an issue with receiving a busy signal at this location in the 22+ years she has handled it, and it is only with the upgrading of the system that it has occurred. Rebooting the system clears up the issue for 5-6 days approximately.

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MiVoice Office 250/Mitel 5000 / Busy signal on incoming lines can only be cleared by rebooting

« on: March 28, 2017, 03:10:59 PM »

We recently upgraded our phones at our one location to be a mix of digital and IP, but kept the existing controller (a 5000 HX I believe). The original vendor that installed the controller is not the one that upgraded the system. Since changes have been made in the controller, callers randomly receive a busy signal when calling the main number, but if we call on one of the other numbers in the phone hunt group we can get through. The phone company has checked the lines and says there are no issues with the line and we have added additional lines to the phone group. They did mention at one point that the lines are getting locked out. The only way we can resolve this issue is to reboot the controller, which leads me to believe that the problem is with the system, not the phone lines coming in as our vendor asserts. I took some screen shots the last time we had the issue, before rebooting the controller. Are there any suggestions on how to resolve this issue?

10

MiVoice Office 250/Mitel 5000 / Screensavers on 5360 Phones

« on: March 22, 2017, 10:27:24 AM »

I'm not sure if this topic is covered in another post, but we just installed 5360 Phones at our organization. On some of the phones the screensaver is not working, and the only way to make it work is to default the phone to the station default, multiple times. Due to the upgrade of the phone firmware, Mitel removed the Enable/Disable Screensaver function. does anyone have a solution that doesn't involve resetting the phone to the station default?

Thanks for any assistance

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MiVoice Office 250/Mitel 5000 / Re: Hot Desking across Multiple Nodes, within LAN

« on: March 17, 2017, 04:29:10 PM »

You cannot hot desk between nodes, but there easy ways to work around that limitation.

As TE mentioned, you can use Dynamic Extension Express to twin phones on different nodes. If people are sharing desks, you can create hot desk profiles and twin them back to the main phone.

If they are not sharing desks, simply license the Node 2 phone to the Node 1 controller, then you can hot desk between sites.

We are going to try both of these options - Thanks!

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MiVoice Office 250/Mitel 5000 / Re: Hot Desking across Multiple Nodes, within LAN

« on: March 17, 2017, 04:24:25 PM »

If the phones are dedicated to a certain member of staff just use Dynamic Extn Express

If you are "Hotdesking" so a member of staff could be sat anywhere I have used ACD groups. So a users extn number is actually an ACD Hunt Group (All controllers need the Remote ACD Hunt Groups license which is thankfully quite cheap) you can log into this Hunt Group from anywhere on your mitel network and receive your calls. Set Recalls on the group to get to your mailbox, set the mailbox to alert the extn you sit at most or configure remote messaging to send VMs to your Mobile, or VM to Email.

This is an option that I have mentioned to our installer, and we are looking into this as well.

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MiVoice Office 250/Mitel 5000 / Re: Hot Desking across Multiple Nodes, within LAN

« on: March 17, 2017, 04:20:01 PM »

sgates,

Can you explain a little more on how it was engineered?

1. Is this centralized voice mail? Meaning, both sites use the same voice mail system.
2. Are both of their office phones the same model? 5330e etc..
3. Are both of their office phones off the same system? Meaning, does their second phone go across to the other site to come online. Since you are having this issue I am going to go with no.
4. Would Dynamic Extension Express work for this solution? Meaning, would they accept when one phone rings so does the other one.
5. Do you have a Phone Manager server?

Let's start there and see what we can figure out.

Thanks,

TE

In answer to your questions.

1) No they do not use the same voice mail system.

2) Yes both phones are 5360 IP

3) No they have phones on each side that are programmed with the extension for that side. That is causing issues as when people call the extension in each location they only reach the phone in that location. This question did make me think though that we could set up phantom extensions for two phones in one location. One phone would go to each location and then they would hotdesk in. Although this would mean 911 wasn't accurate, it seems like in theory this would work and be a simple extension.

4) Dynamic Express Extension is an option and if nothing else works that may be our option.

5) Our installer tells us that we do not, but wasn't sure what I was talking about.

14

MiVoice Office 250/Mitel 5000 / Re: Hot Desking across Multiple Nodes, within LAN

« on: March 17, 2017, 04:06:16 PM »

Are the two systems linked together? Because it is possible to import Hotdesk Profiles. They would have to log into the profile from the phone they are at. Each system has to import/export for them to extension call from each location. If there is a duplicate extension then the systems will not import/export that extension.

The two systems are linked together. How would one import the profiles?

15

MiVoice Office 250/Mitel 5000 / Hot Desking across Multiple Nodes, within LAN

« on: March 16, 2017, 02:21:53 PM »

I am hoping that someone can help. We recently installed a Mitel System in two of our locations. The locations are connected via a LAN, and there is a Mitel 5000 controller at both locations. We have several users that have offices in both locations, and wanted to be able to use the hot desking feature with them. We are being told that this is not possible across multiple nodes, but I am hopeful that someone has a solution for us that will work as we are within the same network. Our organizational leaders have offices in both spots and this is one of the features that sold them on the system, being able to use the same extension. Any assistance would be greatly appreciated as our installer has been unable to figure this out.