Messages

1

MiVoice Office 250/Mitel 5000 / Re: Trouble migrating some extensions off of Mitel 5000 to cloud solution

« on: January 15, 2025, 12:36:37 PM »

Now, it could be that the existing Carrier on the MiVO-250 is still routing the DID to itself as it hasn't updated its routing yet which is why the call keep coming back to the MiVO-250 and not the new one. You can test that by putting a Route in the Call Routing Table to send it to a phone on the MiVO-250 that you are standing near and see if it rings there, if it is then it is a Carrier issue.

I think that might be the case - let me know if I did this test correctly:

For one of the numbers that had been ported (i.e. 666-666-6661), it still exists in the Mitel system, so I point the route for 666-666-6661 to an unrelated extension (i.e. 6679) and call 8-666-666-6661 from a different extension entirely (i.e. 6678), and when I dial 8-666-666-6661 it rings on 6679. So if I understand you correctly, the route (as far as the Mitel site is still concerned) is still incorrectly looking back at itself and it's a carrier issue?

Typically, we use ARS which is PP040, and it would look more like this.

There are three total CO Trunk Groups:

92001 - "PRI"
92003 - "fax server"
PP011 - "Unused CO Trunks

For the heck of it, I tried them all (even the ones you mentioned) as the Forward Destination Extensions but no luck. Like I mentioned above I think you're right about it being on the carrier's end...

Any idea where that's actually... set? configured? controlled? Does our carrier have mappings "on their end", or is there some sort of config or settings cached on the Mitel box itself? Either way, we'll reach out to them and see what happens.

Whichever way it shakes out, thanks so much for the info, either way I've learned a lot so far

2

MiVoice Office 250/Mitel 5000 / Re: Trouble migrating some extensions off of Mitel 5000 to cloud solution

« on: January 14, 2025, 11:03:00 AM »

You moved a sight to a new phone system with a DID range of 777-777-7700 thru 7800 instead of porting your old DIDs numbers to the new system?

(You can ignore the mention of 777-777-777, it's not a new DID range or anything, I'll explain it at the end)

The numbers actually have been ported over - six lines that were originally part of the Mitel system at our main location are now part of the cloud system, those 6 phones are physically located at an offsite, and have retained the same numbers that they originally had when on the Mitel system. Once they did the cutover, we can call the newly ported/migrated phones from any external line (cell phones, external land lines, etc), we just can't call them from the old Mitel system that they used to be part of at the main site, where the other 134 phones are still at.

When I attempt to call one of the ported numbers from the Mitel system, they are still in the Mitel routing table (as 666-666-666_) so it goes straight to the old voicemail for that line. That all makes sense because it still exists in the routing table, and the extension & voicemail are still there. So the question is what's the best way to go about this because I'm only guessing. My first guess was to delete any trace of one of the lines and make a phantom extension that is forwarded to the DID. Here are the phantom settings which are identical to ones that we've been using for things like an after hours answering service (at the end of the day the main reception phone forwards all of their calls to it):

Phantom extension 6661
Associated Extensions:
> Attendant: NONE (also tried with front desk extension here)
> Message Center: (front desk extension)
> Alternate message source: NONE
> Transfer Recall Destination: 6661
> Voice Mail: NONE
> Outgoing Extension: NONE (also tried with 92001 here)
> Agent Help: NONE
> Agent Help User-Keyed ext: NONE
> Emergency Extension: 92001 (that is a CO Trunk Group, description is PRI)
> Associated User Extension: NONE

Forward Information:
> Forward Destination Extension: 92001
> Forward Username: Outside
> Forward Description: PRI
> Forward Outside Number: 1-666-666-6661 (also tried it without 1 for long distance)
> Forward Extension: 355
> Forward Type: 1
> Forward Public Network: Yes

But when I dial the phantom extension (6661), it goes straight to the front desk line. Like I mentioned, we have a bunch of phantom extensions configured exactly like this that successfully go out to the external number set in "Forward Outside Number". The above (666-666-6661) was one that I removed from Routing Table, Extension, and Voicemail, so theoretically Mitel would have no trace of it. Also since you mentioned System Forwarding, it's worth noting that this phantom extension (nor any of the working ones) have anything under Forwarding Paths.

With one that is still in Routing Table, Extension, Voicemail, I tried setting the Forward Information of the extension itself (not a phantom extension) to point to the ported number (i.e. 666-666-6665), but calling that is when it just rings indefinitely to seemingly nowhere, no phone is actually ringing on the other end as far as I can tell.

The 777-777-7777 number isn't a range or anything, just a fake/throwaway number I added to give more troubleshooting clues. Of the 6 lines at our offsite which are now in the cloud portal, if you browse these extensions, one of the lines has a secondary number. I mentioned that it was 777-.... as a throwaway, but it's actually just something random that doesn't seem to follow any numbering pattern in line with our old phone system, local area codes, etc (something random like 684-508-8435). I only included this info because it seemed interesting that, of the two DID numbers listed for that phone in question: one is 666-666-6665 (ported legacy Mitel DID) and 684-508-8435 (only showed up once line was added to cloud system), I can't call the legacy DID number that has been around forever, but I can call the new cloud number.

3

MiVoice Office 250/Mitel 5000 / Trouble migrating some extensions off of Mitel 5000 to cloud solution

« on: January 13, 2025, 09:34:50 AM »

The Mitel 5000 at our main location has about 140 phones on it. Almost all follow the same number pattern, lets call it: 666-666-6600 through 6800. Almost all extensions follow the same as the full dialing pattern, i.e. 666-666-6610's extension is 6610, and so on). Roughly 6 phones are at a separate building, connected over BOVPN (we'll call those 666-666-6661 through 6666). We're moving everything to a cloud solution, and decided to start with the 6 phones at the satellite building. We make the switch, phones seem to work fine, all still have their same numbers (666-666-6661 through 6666), we test calling back & forth from the newly migrated phones to cell phones, good to go.

So back at the main location, we test what happens when we call the numbers that have been migrated at the other building, and it rings into the extensions old voicemail box. No big deal, I assume it's likely that 666-666-666_ numbers are still in the Call Routing Tables and since it can't find the extension that it is pointed to, it goes straight to the mailbox associated with it.

I guess the main question at this point is, how should we handle this? Since we have many phantom extensions which work fine, I tried removing one of the lines from the routing tables, deleting the extension and mailbox, and making a phantom extension that is the same four digits as the extension (i.e. 6664), which is forwarded to the external number (666-666-6664) so that they can: A) just dial the extension like they always have, and B) since the full number (666-666-6664) is no longer in the routing table, they can dial the full number if they want. Unfortunately, option A) defaults to our front desk for some reason rather than getting forwarded out to 666-666-6664, and B) rings indefinitely, but we have no idea what is actually ringing or where, because the correct phone shows no sign of ringing, and it doesn’t ring to the front desk like with the phantom extension in scenario A.

On one of the other lines, I connected a phone back to one of the extensions that still exists on the Mitel box (i.e. 6663), hit forward all > 666-666-6663. When called it rings indefinitely just like scenario B above.

It’s as if, despite removing any trace of 666-666-6664 (at least that I can find: Routing Table, Extension, Voicemail), and then rebooting the server, it still tries to keep the call within the Mitel box when dialed rather than going out?

One other thing that seems to support this is that two of the 6 phones we migrated have a secondary number that does work when called from the main building. When I look at one of these phones in the cloud portal, there are two numbers listed for it, we’ll  call them: 666-666-6665 (the legacy number) and 777-777-7777. When calling both from a cell phone they work, and when calling the 777 number from the main building it works, just not the legacy 666 number?

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MiVoice Office 250/Mitel 5000 / Automate backups via command line?

« on: September 19, 2024, 09:54:24 AM »

I noticed there was a task scheduled to run weekly which backs up one of our locations (let's call it "Site A"), but not the other ("Site B"). The command for it is:

Code: [Select]

"C:\Program Files (x86)\Mitel\5000\CS5000SessMngr.exe" /service=save /session="Site A" /displayname="Site A"

Ok great, I'll copy that, throw it in a script, and do the same for Site B, so the script looks like this:

Code: [Select]

<create destination folders elsewhere>

"C:\Program Files (x86)\Mitel\5000\CS5000SessMngr.exe" /service=save /session="Site A" /displayname="Site A"
"C:\Program Files (x86)\Mitel\5000\CS5000SessMngr.exe" /service=save /session="Site B" /displayname="Site B"

<move the .m5k files to destination folders>

Before I explain the problem, let me note that when I do full backups manually (via GUI), each location is roughly 30 MB.

So anyway I run the script, everything goes fine, Site A gets created/saved, and is ~30 MB, but Site B is only ~1 MB, which is indicative of database backup with no voice... despite the command being identical to Site A and Site A seemingly being a full backup?

As per usual I can find absolutely nothing of this command and its optional flags on the internet. Anyone have any experience with this?

5

MiVoice Office 250/Mitel 5000 / Re: Restoring new flash card from backups

« on: February 15, 2024, 07:09:55 AM »

jjc8008,

If you are doing this yourself, you need to know a few more things that are not obvious at first.

1. Do you have the new license key for the new Compact Flash?
2. What version is the ARID expect to be at?
3. What version is your system currently at?
4. What version is the Compact Flash at?
5. Do you have the software to upgrade or downgrade the Compact Flash/System?
6. Do you know how to upgrade or downgrade the Compact Flash/System?

I would use the full backup if I were you as it not only loads the Database it also loads the Music on Hold and any prompts you have for Auto Attendants which doesn't happen with the regular backup. It will also allow users to not have to setup their mailboxes again, but that is a minor issue compared to having the system operational and taking calls as soon as the database is installed.

Thanks,

TE

Since our old reseller told us they don't have our license files & can't get them from Mitel, we've since engaged a different vendor. They've been extremely quick about getting the ownership of our accounts switched over to them, sending out the new flash card, etc, and they're basically our new liaison w/Mitel. So, I'm assuming (hoping) that all things licensing will be handled/delivered by them, and possibly even the restoration/updating/etc of our backups to the new compact flash.

That being said, our system was on 6.0.11 at the time. In an attempt to try and remedy the situation, our old vendor actually brought us a CF card with 6.0.9 on it, and we were able to update it to 6.0.11 and apply our backups to it and actually regain a tiny bit of functionality (but obviously the licensing is way out of whack for the most part). So as far as updating the call system & backups, I think we're fairly competent in that arena, but I'm hoping since we've latched on to a new reseller they'll (at the very least) be around for questions if we hit any snags.

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MiVoice Office 250/Mitel 5000 / Re: Restoring new flash card from backups

« on: February 14, 2024, 10:36:54 AM »

jjc8008,

Are you the one making the change or are they sending a technician to make the change?

If you are doing it, then make sure that you don't throw away the old Compact Flash as Mitel is going to want that back or they will charge you a few thousand dollars as they see two compact flashes with the same ARID [Application Record ID].

Thanks,

TE

I believe we're doing it ourselves. Thanks for the heads up, I'll be sure to hang on to our old card

Yes... assuming you have sufficient changes to justify the additional restore.

Awesome, thanks! I wonder if restoring the full backup first would be a necessary step anyway? Can you receive a fresh new flash card and simply apply JUST the incremental/database only backup? Or would you have to apply a full backup of some sort first anyway?

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MiVoice Office 250/Mitel 5000 / Restoring new flash card from backups

« on: February 13, 2024, 05:57:09 PM »

Our old card bit the dust and we have a new one on the way, but I had a quick question about applying our backups to it: I have a "database-only" backup from right before when the card bit the dust, and a full backup from about a month ago. Is it possible to apply the full January backup to at least have some semblance of voicemail content, and then the database-only backup after that to get our extensions and such current?

8

MiVoice Office 250/Mitel 5000 / Re: Mitel 5000 HX stuck in boot loop after reboot

« on: February 12, 2024, 04:47:36 PM »

jjc8008,

You really need to go to the Vendor that installed it as they hold the licensing in the AMC.

Otherwise, you will need to get it transferred to either Mitel Direct or another VAR which costs money.

Thanks,

TE

Problem is, shortly after the carrier set this all up (2016 maybe?) they moved away from Mitel. No one there seems to have any knowledge of Mitel systems and we hit a brick wall when asking them about our license file(s)

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MiVoice Office 250/Mitel 5000 / Re: Mitel 5000 HX stuck in boot loop after reboot

« on: February 11, 2024, 10:14:39 AM »

Your CF card is toast... get a new one and restore a backup... That is the only thing to do. You have to get one from Mitel as they are have a special format and an embedded SYSID code that will have to be transferred in AMC for the license.

Ok thanks. Would you recommend a direct call to Mitel, or could a reseller provide the licensed card?

10

MiVoice Office 250/Mitel 5000 / Mitel 5000 HX stuck in boot loop after reboot

« on: February 10, 2024, 04:15:45 PM »

Recently (after some planned internet outages by our cable internet provider, possibly just coincidental), all of our outgoing calls appear on recipient devices/caller ID as "<3digit area code>-111-1111". This is obviously problematic, as our normal number for all outgoing calls has always been something "normal" like "<3digit area code>-555-7890". After calls to our carrier, they insisted that our Mitel box is to blame. Ok fine, Saturday morning, initiate a reboot directly from the front of the Mitel box itself, but now it's stuck in a constant boot loop:

In preboot...
Self-Test...
Booting...
<repeat these 3 perpetually>

I've tried reseating the PCB boards that are inserted in to what I gather is the PRI? But no luck. Both PRI "boards" are lit up:

Green beside DSL, DSL 1, and DSL2
Red beside DS1 and ALM
Yellow beside "ESF/SF (YEL||GRN)" and "B8ZS/AMI (YEL) (GRN)"

The only possible culprit I've turned up so far is that it could be the storage/flash card (either missing or corrupt). It is indeed inserted in to the back of the Mitel box, but whether it's corrupt or not remains to be seen.

Update: I've gotten putty access, and during the boot looping it's outputting what appears to be some standard stuff, then lots of errors that point toward what I mentioned above (bad flash card):

-------------------
fsck.ext2: Attempt to read block from filesystem resulted in short read whda: task_in_intr: status=0x51 { DriveReady SeekComplete Error }
hda: task_in_intr: error=0x44 { DriveStatusError UncorrectableError }, LBAsect=1699182, sector=1699182

fsck failed.  Please repair manually and reboot.  Please note
that the root file system is currently mounted read-only.  To
remount it read-write:

   # mount -n -o remount,rw /

CONTROL-D will exit from this shell and REBOOT the system.
-------------------

I guess the last card to play is mount the file system in read-write mode and run fsck against it...

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MiVoice Office 250/Mitel 5000 / Re: Phones set to Fwd All but calls just ring through

« on: June 30, 2020, 02:38:00 PM »

Hunt group calls will never forward off-site. There are work arounds; describe your call flow.

Even if it's forwarding to a phantom extension? Which is then forwarded to an outside line?

What do you mean by "call flow", I'm pretty new to all of this and the problem is that our contact at the phone provider who set this all up 5 years ago is no longer there, and that was the last year they dealt with Mitel systems, so none of their current techs know anything about Mitel. One thing I haven't tested yet (it's in a different building that is a bit of a drive away) is redirecting both to a regular internal extension and see if it forwards

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MiVoice Office 250/Mitel 5000 / Phones set to Fwd All but calls just ring through

« on: June 29, 2020, 08:30:56 AM »

When receptionists leave, historically they've pressed Fwd All, then "Answ Svc" (Answ Svc is a phantom extension that redirects to a 1-800 answering service who take messages during our off hours), but when an outside call comes in, the phones just ring through and then ring endlessly. When the call comes in, one of the two reception phones will flash "Invalid fwd destination" for less than a second, then just display the callers name & number, BUT even when manually typing the 1-800 number after pressing Fwd All it doesn't say Invalid Forward Destination, it still just rings through to the office phone forever. The number for the answering service is good, if you pick up the phone and press the "Answ Svc" button it calls them, same as if you manually type that phantom extensions 4-digit number, as well as dialing the entire 1-800 number, the call goes through successfully each of those three ways, those two reception phones just don't seem to want to forward all calls. I've been sniffing around the system admin/DB programming menus but really didn't want to attempt to change anything before inquiring with folks who might have any suggestions first, thanks!

Edit: I'm seeing mentions of hunt group calls not being forwarded, these two phones are part of a hunt group (only two in the group), so if they're BOTH set (all of the phones in the hunt group) to forward all, will it not get forwarded?