Mitel Forums - The Unofficial Source
Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: stutz9999 on January 25, 2011, 08:52:52 AM
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Hello All,
I am new to Mitel and I am experiencing a very strange issue. Basically our system is setup so that when an incoming caller gets our auto attendant message they have the option of pressing 0 for further help. 0 is extension 8809 on our system and it is setup in such a way that when 0 is pressed the call rings 6 different phones but, this is not a hunt group. Now all of a sudden what is happening is 1 of the 6 phones rings when 0 is pressed and the rest don't do anything. After doing a little digging I can see where the stations that are supposed to ring have the multicall option programed for a certain soft button on their phone. The other 5 phones still have the multicall button programmed on their phone. I have not made any changes to this system at all and now this no longer works like it used to. I really need help on this please!
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Test by calling the multicall button directly. See if all phones ring or if they just flash or if they're just lit solid (or maybe not lit at all)
Check the programming to be sure that keys are supposed ring.
Next, go to maintenance commands and locate one of the phones that don't ring.
used the command Loc ext <ext>
It will show you a plid that will look something like this "2 1 2 3 1"
Next enter "stat mls <plid>"
It will show you the status of the keys.
See if the Multicall key shows busy/holding etc.
Next enter the command "loc fe ext <ext> to see if the phone is forwarded or in dnd or make busy.
I'd be interested to know if the multicall key is in a hunt group.
Ralph
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Second Ralphs recommendations. Check the multicall programming and see if the keys are set to no ring, ring, ring cont.
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Ralph,
When I test the multicall directly I get a message saying it is no longer in service which is very strange.
I went to the maintenance and for one of the phones that don't ring using the LOc ext <ext> command I do get the plid but, when I try the stat mls <plid> command I get an error. I tried it with both with the numbers seperated and together. So basically, stat mls 1 3 1 50 1. It says: The command text as entered is incomplete.
I also was able to look at the status of multicall and it is not busy or holding.
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Also, in the programming the keys are set to ring.
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Oooppps. Sorry.
The stat MLS command only works from the Telnet session. Can't do from ESM.
Try it from there.
I'm pretty concerned about the O/S when calling the multicall key directly.
If you're getting an O/S message then I would think we're missing something.
Are you sure the directory number of the key matches the one that works?
Ralph
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If I use the username and password I nomally use to get in the system when I try telneting in it doesn't work. Would you happen to know if there is a default username and password I need to use.
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You have to telnet to port 2002. Then use your normal username and password.
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Not to port 2002 for this. Normal telnet.
You'll be getting into the old SX2000 interface.
I'll PM you with the user name / password.
Ralph
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Ralph,
Ok, I was able to telnet into it but, now it won't accept any menu options I select. I see that maintenance is option 6 but, it does not seem to respond to anything I try and select. Thoughts?
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Sorry about that didn't read close enough to what Ralph was having you do.
You'll need to press escape+6. All of the menu options require you to press escape before the option number.
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Ok, so when I run the stat mls <plid> command all of them come up as idol status.
I also tried resetting the controller this morning and the issue is still occuring. The reason for the O/S message is becuse the 4 digit extension is a logical extension, not a physical extension.
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The reason for the O/S message is becuse the 4 digit extension is a logical extension, not a physical extension.
That doesn't make sense to me. If a 4 digit ext. exist on a working phone, the line will ring/flash, - no OS.
Are you sure the line isn't forwarded somewhere?
Try this, look up your 3rd party forwarding cancel code, check your COS to be sure you're allowed to do this, then dial <cancel code>+<the extension you can't call>
Ralph
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So I tried the cancel code + extension I can't call and it appears to ring all of the phones it normally does with no issues.
What does that mean exactly?
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Just so I'm sure I understand: it's working ok now?
I suspect that someone forwarded the line to a number that is out of service.
Ralph
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It is still not working. It rings the phones like it is supposed to when I dial the cancel code + extension but, it does not work when calling from the outside and 0 is pressed.
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Could be a couple of things.
Zero (0) isn't doing what you think it is. - I assume it's coming from VM or Auto Attn. What exactly is 0? Is it keys on a group of phone, hunt group, ring group, speed dial?
Check to be sure what the actual number is being dialed. What type of VM are you using?
Second thing, are the phones using a different tenant or interconnect restriction?
Also, pick a phone that isn't ringing, go to maintenance commands, enter "loc fe ext <ext>" and post the results.
Ralph
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I still can't find where the function is that defines Zero (0) so, I can't even explain what exactly it is! It's more or less a speed dial as far as I can tell.
We have a Mitel 6510 UM voicemail system.
Not sure what you mean by the phones using a different tenant or interconnect restriction.
For a phone that isn't ringing here are the results:
IP Device ID: 57
Circuit Location : 1 3 1 57 1
Extension : 8721
Active Features :
MAC Address : 08:00:0F:1B:DA:99
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We'll have to find out where the Zero is defined in a 6510.
It's not a VM I work with often enough to know where to look. Perhaps there's a 6510 tech lurking that can jump in.
I'll try to ask one of our 6510 tech here in our office tomorrow.
I can see by the status of the phone that there isn't anything that should be stopping the key from ringing so we'll have to find out what the 6510 is actually transferring to.
Ralph
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So this is what I have found out and still have no clue what is happening and how this changed!
In the voicemail system 8810 is assigned to "dial zero routing", 8809 doesn't exist, & 8709 is labeled buzzer which is a physical phone in our lobby that rings this same group.
In the phone system under the System Speed Call Assignment is 0 = 8810 & under Multiline By Assignment for each person that this normally rings to when 0 is dialed from the auto attendant they each have 2 keys programmed; button 3 multicall 8809 & button 4 multicall 8709.
To me this whole setup makes absolutly no sense at all and I apologize if this explanation doesn't make sense but, I am trying my best to describe it and more importantly get it resolved.
Thanks again for your help and patience :)
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If I say that 8709 works like it should, is that true? I think even though the buzzer rings the same phones, its technically two different groups.
When you dial 8810, it gives you the out of service message, correct?
I think what you need to do is create either a ring group or hunt group, with dn 8810, and put 8809 in it for members. Or because 8809 is already multicall keys, you could change the Speed Dial of 0 to point to 8809, while adding a second speed dial of 8810 to point to 8809.
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Bluewhite4 is correct.
However, I like to shy away from multicall keys in hunt groups. I've had the keys lock up so many times, forcing me to delete and rebuild the entire hunt group, that I've become gun shy. Mitel swears there isn't a problem with this, but.....
Ralph
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The 8709 extension is doing the same exact thing in that it is only ringing 1 phone out of the 5 or 6 that should ring. The other strange thig is that when outside calles rang on these phones it is programed on each phone extension to ring on buttons 4 & 6 but, on the one that works still it is ringing on button 1. Furthermore, button 1 is the only button that is non-programable. Very, very strange.
And yes the 8810 extension is logical so it can't be called directly.
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Do a locate feature extension on 8709; it sounds like it is forward to the only phone that its ringing. Either that or its call re-routed always to that phone.
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When I do a locate feature extension on 8709 this is what I get back:
Card Type : 8 Port On Premise L
Circuit Location : 2 1 1 6
Extension : 8709
Active Features :
Message Waiting Lamp On
Callback Messages : 1
It doesn't look like it is doing any forwarding to me.
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Ok, what about call rerouting then?
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Or better yet, is 8709 programmed as an actual phone? If you do locate number 8709 what are the results? What software version are you running? (Is it possible that its setup as personal ring group?)
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Thank you guys for all your help but, I was able to resolve this myself today. Basically I had to take an analog phone and find the physical port for 8810, and enter the function code to cancel forwarding. Once I did that everything was ok.