new call placed upon hanging up

[WallIT]

Mitel 5000 v5.0

This problem, I believe, is only affecting one person. When they are on a call and hang up, their phone immediately dials another call, usually an internal extension. This is intermittent and not happening every time.

I have looked through the programming and cannot find anything unusual when comparing to other users. Any ideas?

Thanks.

[Hovus]

Queue Request 6 Requests (or cancels) an automatic callback when a busy trunk or
endpoint becomes available.

^^^Possible?

[WallIT]

Hi Hovus,

That looks promising. Where can I find these options?

Thanks.

[Hovus]

Never actually used it myself, but I would imagine the user calling the extension would press 6 to request the callback and as soon as that user is idle, it'll automatically call that user back. Only thing that comes to mind.

[Hovus]

It's a feature code btw...try changing the default value of 6 to maybe *6 and see if it still happens. I suspect someone is fat fingering or just legitimately trying to get ahold of that person.

[WallIT]

An update on this issue...

It's still going on. The user had two instances of this today and it's only 10:45am. I just experienced it msyself also. The user called me as normal, we spoke, then hung up. I walked to his office, had a chat, then left. He then calls someone else entirely and chats to them. Upon hanging up that call, his phone immediately dialled mine. Back at my desk at this point, I answered and he said he didn't initiate the call.

So it's certainly not the caller requesting a call back. Any other ideas?

Thanks

[619Tech]

Is the problem endpoint an 8520 or 8560 by chance?

[WallIT]

sadly not. All our endpoints are 53xx. This one is 5320

[619Tech]

Any APPS tied to the deskphone extension (CSM, UCA, Xarios)?

[WallIT]

Yes, Xarios. Running the latest version.

[NTEDave]

Are you running any call logging software or do you have a new enough version of 5000 that has the basic call logger in the Admin and Diagnostics software?

If so do the records you can see of the automatic call look any different to his regular dialled numbers?

[WallIT]

Thanks NTEDave,

We are not running any call logging software. Our 5000 is running version 5.0 SP2 PR4. Not sure if this has the basic call logger (can't see anything obvious in the Admin & Diag software.

Where should I find it?

[619Tech]

Is it possible there is a Xarios client on another workstation that is still tied to the problem desk phone, thus manipulating it?

[Tech Electronics]

WallIT,

Is this problem still going on or is it resolved?

If it isn't then it is time to start doing some basic troubleshooting.

Step 1. Default Phone : This is to ensure there is no errant programming going on and it sets the phone to its default state.
  1. Go to System > Devices and Feature Codes > Feature Codes
  2. Under the Description Column look for Default Station; by default it is 394
  3. Go to the users phone and dial that code while in the idle state; it should say it is default.
  4. Wait to see if it happens again.

Step 2. Swap Phone : This is to see if the problem follows the phone or stays with that person
  1. Go to System > Phone Related Information. Make sure that Enable PIN Replacement is set to [Yes]. Take note of what the Access Code for PIN Replacement is set for. Ours is ###
  2. Go to System > Devices and Feature Codes > Phones > {users extension}
  3. Right-Click on their extension and select Clear PIN Registration from the menu. This will remove the MAC address from the phones programming in the system
  4. Go to that phone and unplug it and take it to where the 5320 is that you want to swap it with.
  5. Swap the phones around, but do not plug in the good 5320 yet.
  6. Use the PIN Replacement Code and the extension number of the good 5320 on the suspect phone.
  7. Go plug in the good 5320 at the users desk and use either PIN Code to put their extension number in
  8. Wait to see if it happens again at either location.

If the problem follows the phone then just get a replacement phone from your vendor. If the problem remains with the original user then it is either a user error or outside influence from 3rd party software. If the user has software then have them shut it off for a day or two and see if the problem persists.

Let us know the results if you don't mind.

Thanks,

TE

[mem5449]

I've only done 2 Xarios installs myself so I am no expert [with Phone Manager] but I am familiar with CallViewer and it is possible to mess with another users phone (3rd party control). You might want to ask Xarios folks if their server can track users or has a log of what the Phone Manager clients are doing. Someone might be messing with your extension and not even know it. Or maybe they do