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Mitel MiVoice Business/MCD/3300 / Please help! Calls sporadically not going through to voicemail.

« on: October 17, 2017, 04:01:46 PM »

Users are saying that sometimes clients call and their phones just ring endlessly, voicemail doesn’t connect. The issue is sporadic in nature, no discernible pattern at all. Some also claim when they press the Message softkey on their IP phones (models vary, some 5220s and 5320s) they're connected to a mailbox that doesn't belong to them. We've engaged a third party vendor to help us with this but they're swamped, no resolution or even response in sight. I've done as much troubleshooting as I have the knowledge to do. Any pointers, suggestions, comments are warmly welcomed and appreciated!

We have 3 remote Mitel 3300 controllers, all running the same version of everything. Environment is set up as follows:
1 PRI trunk
Mitel MiVoice Business, Release level: 7.2 SP1 PR1
Nupoint, Mitel Unified Messaging, Build: 18.2.0.13.01
MiCollab version 7.2.0.26
Extensions are 4 digits, hotdesking enabled.

I checked Call Forwarding Profiles, they’re set up for each user as follows:

• Always: OFF
  
• Busy Internal: ON, going to public voicemail number 6000
• Busy External: ON, going to public voicemail number 6000
• No Answer Int: ON, going to public voicemail number 6000
• No Answer Ext: ON, going to public voicemail number 6000

I ran locate feature extension in the maintenance commands window to verify that my users haven’t turn on call forwarding or done anything else, everything was as expected.

CoS is set up as follows:








Thank you!