Messages

1

MiVoice Office 250/Mitel 5000 / Re: Getting several complaints that transfer disconnects call

« on: January 27, 2020, 05:06:56 PM »

I am going to let the SMDR tool run in the admin tool all week and log to a file. I am hoping to see that if/when this occurs, that it will show all of my trunk IDs on the list somewhere.

For example, the tool has been running since Friday, and out of all 11 trunks, I only see IDs for 8 of them ever show on the list:

94000, 94001, 94002, 94003, 94007, 94008, 94009 and 94010.

If all the trunks eventually go busy, wouldn't I see 94004, 94005 and 94006 join the list?

2

MiVoice Office 250/Mitel 5000 / Getting several complaints that transfer disconnects call

« on: January 24, 2020, 03:45:37 PM »

Hello,

This is my first post. I am absolutely desperate for help at this point in figuring out the trouble we've been having with our PBX.

I work for a company that recently upgraded from an InterTel system to a Mitel MiVoice Office 250. We've got several single line, digital and a handful of IP phones (all Inter-Tel branded). We chose to keep our existing phones to save some money up front. Our system seemed to be working fine after the upgrade until we moved from a PRI over to SIP trunks. The SIP provider has given us 23 call paths to use, however, our system only has 11 SIP licenses.

Ever since we moved off the PRI and over to the SIP trunks (different provider from where we had the PRI) I've started getting complaints from the front office personnel (reception) that they occasionally get calls from upset customers that could not dial in. They say they either get a busy signal or receive a call cannot be completed as dialed message. More often however, they tell me that when they attempt to transfer a caller to an inside extension, sometimes it will just disconnect the call. I haven't gotten very many complaints at all about dialing out.

These problems have been going on for over half a year now. I have no idea what is going on and have reached out to our vendor a few times to 'take a look at the system', in which every time the same support guy gets in remotely and tells me there are no errors going on. I was also told that the phones could be getting old (happens across at least 5 different front office phones) or the buttons could be going bad. He of course pointed out that we may need more SIP licenses, but told me there is no way to tell for certain without getting third party call accounting software.

I've attached a snippet of the hourly trunk stats from the Mitel Admin program, in case it helps to give an indication of how many calls we've gotten so far this week. The vendor actually reset it on Tuesday while he was working with me.

Could these issues be with the provider or our SIP licensing, or possibly even my SIP configuration (probably not typical)? If it was configuration though, I don't see why it would work most of the time.

Thanks,
Sam