DEE with Human Answer Supervision

[blue_sassley]

I have a new MiTel 5000 where our DEE works where both the desk phone and the Cell Phone ring with Human Answer Supervision enabled and you can answer on either phone but if we disable the Human Answer Supervision so the user doesn't have to hit # to accept the call DEE then only rings there desk phone once and keeps calling there cell phone as if it a forwarded call and not a DEE. Is there a way to disable the press # but still have both phones ring?

Thanks for the help!

[Tech Electronics]

blue_sassley,

Well, that sounds like it is either setup wrong or you have bug. What version of software are you running?

Thanks,

TE

[blue_sassley]

HX Controller is 6 SP3 and processing version 6.0.11.113

I did notice testing my own extension with DEE when I have Human Answer Supervision on and ring myself internally from another phone the IC light stays on and both my phones ring, when I disable Human Answer Supervision and call myself internally the IC light on the phone lights up for that first ring to my desk phone then jumps to a Call Key like a forward and my cell start ringing.

Thanks

[Tech Electronics]

blue_sassley,

When you answer with your cell phone in that condition does the Handoff button light up so you can pull it back to your phone?

Also, there has been a patch released, 6.0 SP3 PR1, which takes it to 6.0.11.117 but I don't remember that being one of the issues it fixed.

Thanks,

TE

[blue_sassley]

Yes with Human Answer Supervision disabled the Handoff light does show up on my phone when I answer on my cell phone.

Thanks!

[Tech Electronics]

blue_sassley,

When you turn on Online Monitor, under View up top, and then go to the Associated Destinations on your User Profile do you see all of them as active like in the attached pic?

Thanks,

TE

[blue_sassley]

Yes, I have attached a screen.

[Tech Electronics]

blue_sassley,

At this point, unless you have UCA, there isn't much more we can look at; especially if you turn on Human Answer Supervision and it works as expected.

My suggestion is to get your vendor to call Mitel for support and/or upgrade to 6.0 SP3 PR1; as this seems more like a bug than a programming issue.

Sorry,

TE

[blue_sassley]

Thanks for the help TE, I'll bug them again about this. Because in there own office it works on there 5000 that they run.

[Tech Electronics]

blue_sassley,

I have not had that problem on a 6.0 PR3 system so I know it should work. Have you tried doing a backup of the system and then resetting it, while Human Answer Supervision is off?

Sometimes things get a little "odd" and a reset can fix it. I normally don't bring that up as it is a first step for most people, but you never know.

Thanks,

TE

[blue_sassley]

I can try that in the morning.

Thanks for the idea.

[lowradiation]

Are you using analog, PRI or SIP trunks?

[blue_sassley]

I'm using a fractional T1 with no CID.

Thanks,
Blue

[blue_sassley]

Setting Human Answer Supervision to off and then resetting the system did not correct the issue.

Blue

[Tech Electronics]

blue_sassley,

At this point I would make this the problem of your vendor and have them work with Mitel to get it resolved. You have verified that it works properly when Human Answer Supervision is on and it does not when it is off. Since you are able to recreate the problem every time and on different accounts, I believe you have tried on different accounts, and a reset did not fix it then you only have one option left to you and that is to get Mitel involved.

Thanks,

TE