Mitel SX-200 Dial by Name Problem

[condor]

I'm having some issues with a Mitel SX-200 that I've taken over administration of recently. When a caller places a call into the system and the auto attendant picks up, the caller has the option to dial the extension they are trying to reach or press "9" to dial by a name directory. When "9" is pressed and you spell "John" (by pressing 5646) there are 3 results returned. Option 1 and 3 are correct, both of these extensions are someone names John. Option 2 however is someone named Tim. If you dial 846 in the directory, Tim is the only option. Pressing 2 for the "John" results sends you to Tim's correct extension.

I've deleted the voice mail box (by using the Admin mailbox feature) and recreated it. I've deleted the phone setup (by Hyper Terming in and using Form 09) and recreated. I've removed both and although the name "John" is no longer spoken as option 2, the extension is still given.

I can't figure out where to change this dial by name or at worst case delete it. I do know that at some point Tim's extension was indeed used by someone with the name of John, however that has been awhile ago now.

Can anyone point me in a direction here to fix this? It's become frustrating at the least.

Thanks!

[ralph]

The dial by name is not in form 9.  Form 9 is where you program the name that displays on the phone when you call it.  Not dial by name.

The dial by name is in the voice mail config.

Check form 50 for the correct spelling of the name.

Ralph

[condor]

The dial by name is not in form 9.  Form 9 is where you program the name that displays on the phone when you call it.  Not dial by name.

The dial by name is in the voice mail config.

Check form 50 for the correct spelling of the name.

Ralph

There isn't a Form 50, our system only goes to 48.

Thanks

[ralph]

What do you use for voice mail?
Do you have a separate server?
Ralph

[condor]

Express Messenger. I believe it's an add-in card plugged into the switch it's self

[ralph]

That means you have to log into the administration mailbox and edit the mailbox via your telephone.
Unfortunately I don't have a admin guide for that vm system.  (maybe someone else here does)

Warning:  One thing to be sure of, when you log into the admin mailbox the 1st option is something like: "If you'd like to erase the current configuration and begin a new one, press 1"    If you do that you will delete your entire voice mail.   I've had a few customers do that.

Ralph

[condor]

That means you have to log into the administration mailbox and edit the mailbox via your telephone.
Unfortunately I don't have a admin guide for that vm system.  (maybe someone else here does)

Warning:  One thing to be sure of, when you log into the admin mailbox the 1st option is something like: "If you'd like to erase the current configuration and begin a new one, press 1"    If you do that you will delete your entire voice mail.   I've had a few customers do that.

Ralph

ralph

I can log into the VM system through a phone by going to VM, pressing "*" and entering 9999 as the admin mailbox. You are also correct in that option 1 is to do a system reset, which we avoid like a plague

[ralph]

That's good news.   You should be able to edit the mailboxes from there.

Ralph

[condor]

That's good news.   You should be able to edit the mailboxes from there.

Ralph

Ralph

I can and have, however this "problem" stays. We've edited the mailbox in question, deleted it, recreated it, changed names on it, it is always is listed as option 2. It's baffling

[ralph]

As "option 2"?
What does that mean?
Are you hearing the main auto attendant greeting say "press 1 for Blaa Blaa, press 2 for <user>"?
Or are you pressing 9 (maybe for the dial by name directory 1st?

Ralph
BTW:  I believe that the user also has to record his name in the mailbox before it will read via the directory.

[condor]

As "option 2"?
What does that mean?
Are you hearing the main auto attendant greeting say "press 1 for Blaa Blaa, press 2 for <user>"?
Or are you pressing 9 (maybe for the dial by name directory 1st?

Ralph
BTW:  I believe that the user also has to record his name in the mailbox before it will read via the directory.

Correct, when a caller calls in and presses 9 to look-up by first name then dials 5646 to spell John, three exts are returned. The first and third are valid "John's". The second one is Tim and no matter if Tim has a mailbox or not, no matter if Tim has a recorded name or not, no matter if Tim has a programmed ext or not, option two is always either Tim's name (when recorded of course) or his ext.

[ralph]

If you dial option 2 does it ring the right phone?

Ralph

[condor]

If you dial option 2 does it ring the right phone?

Ralph

Ralph

It does in both scenarios

[ralph]

You probably have a mailbox '2' built.
So technically 'John' has two mailboxes.   His own and box 2
This is sometimes done for auto attendant purposes so your auto attendant can say "press 1 for Bla, press 2 for bla bla" etc.
See if you can log in and edit box 2.   That will let you know if there is a box 2 or not.

Ralph

[Mattmayn]

Try to delete Tim's mailbox and recreate it to see if that resolves the problem.