Non-Prime Extension (Keyline) has 'dialed message waiting'

[mkeith25]

Hey all,

I have a 3300MXE running rel 4.2 and having some difficulty with a newly programmed HG. I've created a Voice HG with 3 members, that are setup as Keyline keys on several sets (i.e. line 1, line 2, line 3). There is also a voicemail box confgiured with the same number as the HG that acts as the overflow point if all lines are busy/NA.

It was working initially but now the agents are telling me that calls are going straight to vmail instead of ringing the lines. I confirmed this as well. When doing a 'Locate Feature Extension' for the key numbers, the first 2 show MSG waiting lamp ON with a 'dialed message waiting'. I can use a FAC code to disable the MSG WTG lamp but it doesn't work.

Can anyone shed some light into why these lines may not be accepting calls any more?

Thanks,

[jrg0852]

To at least clear it, try the code for "Clear All Features" by dialing the code followed by the DN with the message waiting. You should get dial tone back if successful.

[mkeith25]

Tried that but it tells me 'Not Allowed'. At first I thought it may have been a CoS thing, but the 'Clear remote features' value is set to yes. I tried the FAC with the HG pilot and the individual key members.

[ralph]

At first I thought it may have been a CoS thing, but the 'Clear remote features' value is set to yes.

That's not the COS feature you need enabled.  That will clear forwarding and DND.
Try looking at your message waiting features.

Ralph

[mkeith25]

Can you specify which CoS feature I need to look at? Message Waiting ones are:

Message Waiting
      "          "      Audible Tone Notification
      "          "      Deactivate on Off-Hook
      "          "      Disable Ringing Lamp Notification
      "          "      Inquire

There's also ONS CLASS/CLIP: Message Waiting Activate/Deactivate but I don't think that's it

[mkeith25]

Any other ideas why this HG is not ringing it's member lines and going straight to vmail?

[ralph]

The COS options you want to check is "Message Waiting".   It needs to be set "yes" on both the phone that has the button and the phone that you enter the FAC on.

But a couple of questions:
1) These are type "Keyline" and not "mutlicall" correct?
2) What happens if you call the lines individually?
3) Are there any other features on the lines other than MSG WTG?

Ralph

[jrg0852]

If done correctly, the DN will be the hunt group and the members will be the keys. Then you could have the 1st and 2nd alternative point to VM pilot. Ralph....does this sound right?

[Mattmayn]

I would check the call reroute for all of the members of the HG to make sure that they do not point to anything, maybe they do for one or more of the services and the system is in Night1 or something. They shouldn't reroute if the HG is the one sending calls to an alternate destination. Also, MWI for a HG will light the first member.


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[mkeith25]

Ralph, The keys are type "keyline". They work when called directly and keys 1 and 2 have "dialed message waiting" and "message waiting lamp on".

There were 2 sets with CoS set incorrectly (but even then both the correct and incorrect CoS had "Message Waiting" set to yes). HG CoS has it set to yes too.

For Call routing, Always and 2nd alternative are not set and First alternative is set to go to vmail. This is for the HG and the key members. I changed the key members First Alt to go nowhere but no change when calling the HG...straight to vmail.

[ralph]

Message waiting on a key won't stop it from ringing in a hunt group.
But I couldn't tell you what is stopping it.
Are the keylines themselves lit?   I wouldn't think so.

To get this over with and resolved I think I'd do this:
1) delete the HG and recreate it.
2) If it still doesn't work, delete the HG and the buttons and recreate it.
All that should only take a few minutes.

Ralph

[mkeith25]

I think there may be a problem with my embedded vmail. I completely blew away the HG and key members and recreated it with new members. It worked initially on the user's sets but shortly after, it just started ringing to vmail. I have a ticket opened with Mitel via my reseller.

Thanks all for your advice.

[LoopyLou]

Any chance someone is putting the HG in DND?

[ralph]

Any chance someone is putting the HG in DND?

You may want to try and doing a "remote clear all feature" FAC on the HG and the members.   The FAC will clear DND and forwarding.
Also,
None of the phones where the buttons appear can have DND, agent busy or call forwarding always activated.   If all the phones with the members assigned are unavailable then the HG will be busy.

Do a Locate Features <ext> on all the prime lines of the phones where the key buttons are assigned to see what's happening with the users phones.

Ralph