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Mitel Forums => Mitel Software Applications => Topic started by: bhaikalis on November 20, 2017, 09:08:30 AM

Title: MiCollab Shows Phone(s) Offline
Post by: bhaikalis on November 20, 2017, 09:08:30 AM

Hi All,

I'm rather new to Mitel and we run a Mitel Cloud service for all our locations. I've noticed recently after updating an extension in Server Manager, the phone shows offline but i can still call that user and their calling functions work as normal. I've had the user fully log out and i've factory reset the phone and had them log back in to both the phone and to the MiCollab software but no change. I do have a ticket with Mitel open on this but i'm not very confident they can figure it out.

We are running Version 7.2.2.10 if that matters.

Thoughts?

Title: Re: MiCollab Shows Phone(s) Offline
Post by: VinceWhirlwind on November 21, 2017, 07:23:48 PM

Try a PBX Proxy restart on the MiCollab Client server

Title: Re: MiCollab Shows Phone(s) Offline
Post by: Jerm79 on November 22, 2017, 12:51:29 PM

Does that user's 'MiCollab Client' profile in the 'Users and Services' page in the Mitel Application Suite have a desk phone extension set?

Title: Re: MiCollab Shows Phone(s) Offline
Post by: VinceWhirlwind on November 23, 2017, 11:09:21 PM

Also, in MiCollab under that user, you need the right UCC bundle assigned on the User tab.

Title: Re: MiCollab Shows Phone(s) Offline
Post by: bhaikalis on November 27, 2017, 03:47:25 PM

Quote from: VinceWhirlwind on November 21, 2017, 07:23:48 PM

Try a PBX Proxy restart on the MiCollab Client server

I don't have this ability as it's their Cloud service offering.

Title: Re: MiCollab Shows Phone(s) Offline
Post by: bhaikalis on November 27, 2017, 03:48:00 PM

Quote from: Jerm79 on November 22, 2017, 12:51:29 PM

Does that user's 'MiCollab Client' profile in the 'Users and Services' page in the Mitel Application Suite have a desk phone extension set?

Yes

Title: Re: MiCollab Shows Phone(s) Offline
Post by: bhaikalis on November 27, 2017, 03:49:24 PM

Quote from: VinceWhirlwind on November 23, 2017, 11:09:21 PM

Also, in MiCollab under that user, you need the right UCC bundle assigned on the User tab.

I'll have to double check that but it should be fine as we rename extensions and don't normally touch the UCC bundle after the extension has been built.

Thanks for the suggestion though.

Title: Re: MiCollab Shows Phone(s) Offline
Post by: bhaikalis on November 30, 2017, 12:51:27 PM

This was resolved when Mitel restarted the MiCollab services.