Incoming calls blink but, no ringing on recipiets phones

[stutz9999]

Hello All,

I am new to Mitel and I am experiencing a very strange issue.  Basically our system is setup so that when an incoming caller gets our auto attendant message they have the option of pressing 0 for further help.  0 is extension 8809 on our system and it is setup in such a way that when 0 is pressed the call rings 6 different phones but, this is not a hunt group.  Now all of a sudden what is happening is 1 of the 6 phones rings when 0 is pressed and the rest don't do anything.  After doing a little digging I can see where the stations that are supposed to ring have the multicall option programed for a certain soft button on their phone.  The other 5 phones still have the multicall button programmed on their phone.  I have not made any changes to this system at all and now this no longer works like it used to.  I really need help on this please!

[ralph]

Test by calling the multicall button directly.   See if all phones ring or if they just flash or if they're just lit solid (or maybe not lit at all)

Check the programming to be sure that keys are supposed ring.     

Next,  go to maintenance commands and locate one of the phones that don't ring.
used the command Loc ext <ext>
It will show you a plid that will look something like this "2 1 2 3 1"
Next enter "stat mls <plid>" 
It will show you the status of the keys.
See if the Multicall key shows busy/holding etc.

Next enter the command "loc fe ext <ext> to see if the phone is forwarded or in dnd or make busy.

I'd be interested to know if the multicall key is in a hunt group.

Ralph

[brantn]

Second Ralphs recommendations. Check the multicall programming and see if the keys are set to no ring, ring, ring cont.

[stutz9999]

Ralph,

When I test the multicall directly I get a message saying it is no longer in service which is very strange.

I went to the maintenance and for one of the phones that don't ring using the LOc ext <ext> command I do get the plid but, when I try the stat mls <plid> command I get an error.  I tried it with both with the numbers seperated and together.  So basically, stat mls 1 3 1 50 1.  It says: The command text as entered is incomplete.

I also was able to look at the status  of multicall and it is not busy or holding.

[stutz9999]

Also, in the programming the keys are set to ring.

[ralph]

Oooppps.   Sorry. 
The stat MLS command only works from the Telnet session.  Can't do from ESM.
Try it from there.

I'm pretty concerned about the O/S when calling the multicall key directly. 
If you're getting an O/S message then I would think we're missing something.

Are you sure the directory number of the key matches the one that works? 

Ralph

[stutz9999]

If I use the username and password I nomally use to get in the system when I try telneting in it doesn't work.  Would you happen to know if there is a default username and password I need to use.

[bluewhite4]

You have to telnet to port 2002. Then use your normal username and password.

[ralph]

Not to port 2002 for this.   Normal telnet.
You'll be getting into the old SX2000 interface.

I'll PM you with the user name / password.

Ralph

[stutz9999]

Ralph,

Ok, I was able to telnet into it but, now it won't accept any menu options I select.  I see that maintenance is option 6 but, it does not seem to respond to anything I try and select.  Thoughts?

[bluewhite4]

Sorry about that didn't read close enough to what Ralph was having you do.

You'll need to press escape+6. All of the menu options require you to press escape before the option number.

[stutz9999]

Ok, so when I run the stat mls <plid> command all of them come up as idol status.

I also tried resetting the controller this morning and the issue is still occuring.  The reason for the O/S message is becuse the 4 digit extension is a logical extension, not a physical extension.

[ralph]

The reason for the O/S message is becuse the 4 digit extension is a logical extension, not a physical extension.

That doesn't make sense to me.   If a 4 digit ext. exist on a working phone, the line will ring/flash, - no OS.

Are you sure the line isn't forwarded somewhere?

Try this, look up your 3rd party forwarding cancel code, check your COS to be sure you're allowed to do this, then dial <cancel code>+<the extension you can't call>

Ralph

[stutz9999]

So I tried the cancel code + extension I can't call and it appears to ring all of the phones it normally does with no issues.
What does that mean exactly?

[ralph]

Just so I'm sure I understand:  it's working ok now?


I suspect that someone forwarded the line to a number that is out of service.

Ralph