User and Services Configuration - phone missing from multiple users

[mitelrvtd]

MiVoice Business Release level: 8.0 PR3 Active software load: 14.0.0.97

We have about 5 users in User and Services Configuration that do not show the phones associated with them.
However the phones work normally, the phone data is there for the user if we export the record to CSV, and when viewing All IP Telephones the phone shows that it is associated with the user.

We can't make any changes to the phones for these users like changing keys, etc.

It seems like it is more a view issue in User and Services Configuration as everything else appears normal.

Thank you!

[doncarlyon]

Do you have more than 1 user gateway?

[august]

try the maintenance commande gdm repair....

[artieouellette]

Is the phones in the multi device user group form?


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[mark.vanderheijden]

You can also try command: RECONCILE CLUSTER AND RDN

Gr Mark

[ZuluAlpha]

I might also recommend running the maintenance command LOCATE NUMBER on one of them and see how it comes back. That might help you find where the number is.

[mitelrvtd]

Thank you for the replies.

GDM CHECK USERANDSERVICE results

Checking for missing local hosted service ...
208 records processed in total.
0 Hosted User Service records require to be repaired.
0 Hosted System Service records require to be repaired.

Checking Hosted System Service for missing local directory number or unknown host ...
37 records processed in total.
0 Hosted System Service records are invalid.

Checking Hosted User Service for missing local directory number or unknown host or invalid service type ...
267 records processed in total.
0 Hosted User Service records are invalid.
5 Hosted User Service records have invalid service type.

Checking for missing user information in local Telephone Directory ...
127 records processed in total.
1 Telephone Directory records have invalid or are missing user information.

Checking local hosted user data missing associated Telephone Directory ...
190 records processed in total.
0 local hosted users missing associated Telephone Directory have been found.
0 local hosted User To Hosted User Service Map missing associated Telephone Directory have been found.

Command completed. Some data inconsistencies are detected.
Output saved at /db/gdm/GDMDataCheckResult.txt

****

There do appear to be 5 Users that are experiencing this issue when looking through Users and Devices.

We inherited the system and are new to it so were hesitant to run GDM REPAIR and have not done so yet.

***

The phones are not Multi Device User group form.

***

When running LOCATE NUMBER it simply returns: The number refers to a 5320e IP. 
If we export User and Devices to csv we do see the phones associated with the correct user but do not see this in the Web UI.

Thank you




 

[ZuluAlpha]

On the exported spreadsheet what is the Service Type those users have? Is it different from the others?

If so, change it to be the same as the others that you see and you can save the CSV and import it back. It will only import records you've changed.

I should probably advise running a backup before doing all of this. You may also run in to licensing issues if you don't have enough licenses for the Service Type.

[mitelrvtd]

On the exported spreadsheet what is the Service Type those users have? Is it different from the others?

If so, change it to be the same as the others that you see and you can save the CSV and import it back. It will only import records you've changed.

I should probably advise running a backup before doing all of this. You may also run in to licensing issues if you don't have enough licenses for the Service Type.

The entries in the CSV are identical with service settings for a user that is not experiencing the issue and any of the ones that are. I don't see a Service Type but Service Level are all set to Full.

Thanks for your help.

[VinceWhirlwind]

You could try changing their service type to something else.
I'm fixing a bunch of users at the moment where there is something funny going on with the service type that is preventing them from being synched with their resilient controller.
For the particular bit of corruption I am fixing, I am deleting their MDUG, which forces their service type to change to Full, then re-creating their MDUG which changes their service type back again, then they start synching between controllers again when I make changes.

[ZuluAlpha]

You might want to run a backup and try the GDM REPAIR command. In my experience GDM REPAIR has not always fixed everything but hasn't been destructive.

Maybe also analyze that spreadsheet for something different among those five outliers. Maybe a I don't know of a setting that hides extensions like that so something seems off.

[mitelrvtd]

We did finally run GDM REPAIR and it fixed the 5 users with missing Phones.

What I found with exporting the Users and Devices to CSV was odd.

If I exported all records the data looked as expected for the 5 users experiencing the issue. However, if I exported only the Selected Record all the phone information was missing in the CSV.
The data exported was different by simply selecting all records versus just the selected record.

Thanks for everyone's help!

[johnp]

FWIW, just dealt with a customer who has over 700 users on a MXe. They have been slow to at least allow the backup and restore conversion to a 1400 setup. They have a vMCD that they were using as a secondary element. That being said, they have been creating new users on the vMCD and for the most part this works until they decide to put the secondary to the MXe, If they do, they do not show up a remote devices on the MXe but everywhere else in their cluster.

[VinceWhirlwind]

johnp might be describing a different issue, but it's one I came across once.
 
Somebody had upgraded a cluster and on their "resilient" controller, they'd accidentally left the Configuration Option "Maximum Configurable IP Users and Devices" (which always resets itself to the wrong value, thanks Mitel) on 700 instead of the bigger value.
So the first controller was getting SDS errors in relation to all the devices over the first 700 and those users were not visible as resilient users on the "resilient" controller.