5604 DECT, 'PBX Out of Service' and Nupoint

[forrester]

We are using Mitel 5604 SIP DECT handsets with the 3300 and Nupoint voicemail.
When a DECT user changes their voicemail passcode in Nupoint, within a couple of minutes their phone goes to 'PBX Out of Service' and can't be used. We then have to fix this, by logging into the 3300, finding the user and deleting the User PIN from the 'Access and Authentication' tab. The phone soon comes back online.

This is supposedly a feature, because if the user was a hotdesk user, Nupoint can update their hotdesk pin and voicemail pin at the same time.

However our DECT users are not hot desk users and this feature disables their phone.
Our supplier doesn't know how to fix this and nor do Mitel.
We have been told that Mitel may not investigate this problem because it was a requested feature.

It would be a good if there was an option to stop the pin being synced with the controller.

What can we do?
Anyone else having this problem?
Is anyone else using SIP DECTs and Nupoint and not having this problem?
Thanks

[ralph]

Now this is interesting.
Are you using the NuPoint on a MAS server?

Ralph

[forrester]

Yes, Nupoint is on a MAS server

[forrester]

Any ideas? Thanks

[ralph]

Unfortunately I think this is a design issue.
You may have to go to your VAR and have them open a ticket with Mitel so they can figure out a way to address the issue.

Ralph

[henricover]

Hi,
I found this thread, following search for the same problem.
I'm in MCD6 with latest version of MAS/Nupoint and it seems the problem never been solved.
does anybody known if a way exists to avoid this.
thanks

[sarond]

I thought when you change your passcode in NuPoint and you have Single Point Provisioning enabled it synced your Voicemail PIN to the MCD PIN.

I know this is true for Hotdesk Users, obviously not good for SIP/DECT though.

[henricover]

Hi,
single point provisioning is not enabled (but it was for a moment). maybe it wasn't a good idea...

[LoopyLou]

Think because of the Nupoint in your MAS and the fact he SPP was used at one time that it is using a feature of the MAS where the Nupoint password gets tied to the 3300 Pin for security. Not a popular development as I think it results in what you are describing.

[henricover]

MCD 6sp2 provide now 2 differents user pin fields:
-hotdesk pin
-sip authentication pin
only the first is in sync with mas. so no more problems