Strangest Issue...no voice on extension

[evan631]

This is the craziest thing I've seen since using Mitel for the last 10 years.

We have a phone (5300) on our ICP 3300 that cannot hear anything or be heard.  Gets a dial tone, but not voice incoming or outgoing.  You can hear a bit of noise.  Sometimes you can hear the first second or two of voice then craps out.  It's been work fine for months, then yesterday at about 4pm or so is stopped working.

However, the rollover extension (same as prime extension), setup as a key appearance works just fine. 

We've tried new devices, new cables, handsets, new port on switch, etc.  We even removed the phone from the system, and recreated and still nothing. 

What could be the issue here?  We need to get this working.  Currently we have this employees extension forwarded to a different phone in the meantime, but that will not be good solution for too long.

Thanks for the help!

-Evan

[x-man]

Could well be an IP conflict on that phone. Seen this give some weird things. Even saw it take a system down once. I found out when I tried to log into the newly rebooted system and got the web page of a printer with a fixed IP address. Guess what the IP address the IT guys had given the printer. The system did not go down immediately but there were some strange faults until it did.

[evan631]

Doesn't appear to be an IP conflict. 
I cleared all features still nothing.

I did notice when on a call I press mute button, it turns on then turns off automatically.  During this you can briefly hear something then clicks off. 

Is there some sort of auto mute?

[sunspark]

only for 1 DN or all ?

[evan631]

Just this one.

[VinceWhirlwind]

What does LOCATE FEATURE EXT tell you?

[evan631]

Locate feature extension shows nothing special other than the forwarding we have turned on.

IP Device ID:  175                                                             
Circuit Location : 1 3 2 50 1                                                   
Extension : 4047                                                               
Active Features :                                                               
Call Forward Always : 4021                                                     
Phone Lock: UnLocked                                                           
Service Level: Full                                                             
MAC Address : 08:00:0F:46:99:89                                                 
Zone ID: 1                                                                     
               

[ralph]

I'd be curious to know if the phone does the same thing when it's programmed with a different extension number.

A couple of questions:


• What model phone is this?
• do you use SRC?
• Is the phone on the same subnet as the controller?
• Is the phone using DHCP or is it statically set?
• If the extension number appears as a key appearance on another phone, does the key appearance do the same thing?
• Have you tried moving it to a different data switch?

Ralph

[evan631]

Phone works fine with a programmed with different extension number

The phone is a Mitel 5330

SRC...not exactly sure what it is, but we do not have any recording systems other than record-a-call in Mitel system

Phone is on the same subnet of controller

DHCP from Mitel controller

Key appearance works fine on another set, as well as it's programmed set

Different data switch does not help the situation.

I did notice the volume is not being saved.  But that setting might have cleared when I reset the features.

Not sure what else to do here.

I'd be curious to know if the phone does the same thing when it's programmed with a different extension number.

A couple of questions:


• What model phone is this?
• do you use SRC?
• Is the phone on the same subnet as the controller?
• Is the phone using DHCP or is it statically set?
• If the extension number appears as a key appearance on another phone, does the key appearance do the same thing?
• Have you tried moving it to a different data switch?

Ralph

[ZuluAlpha]

Try programming a headset button on the phone so you can turn it on, then back off.

Also, while this might be under the "duh" column, verify that the handset is not plugged in to the headset port in back.

[evan631]

The headset button trick did not make a difference.

There have been two different complete sets with all this testing...so I think it's something with the programming on the mitel.   However, we have completely deleted the programming from the Mitel and have recreated.

Headset/handset port is not the issue.

Try programming a headset button on the phone so you can turn it on, then back off.

Also, while this might be under the "duh" column, verify that the handset is not plugged in to the headset port in back.

[VinceWhirlwind]

what about a STATE EXT nnnn

[x-man]

Is it always on the same outlet on the network?

[VinceWhirlwind]

What I would try doing is to program the phone with a new extension number and then put 4047 on it as a multiline key so they can at least use the number to accept calls.