3300 and Call Forwarding on a 5330 handset

[SmurfTurf]

I know when I installed this system that I was able to do call forwarding by setting up a call forwarding profile and then just activating it. For some reason when you activate forward always profiles, it doesn't forward and shows the call on the handset and a forward button appears in the top. What could have caused this to change? Has anyone ever seen this behavior?

 

[TheMitelGuy]

Sounds like CF-ALWAYS is not really populated.

 

[MitelInMyBlood]

If the call rings the set and you see the "Forward" display pop up then indeed, CF-Always is not really enabled. To confirm, go into the Maintenance Commands (ALL) and execute a LOCATE FEATURES EXTENSION <XXXX> command against the set in question. If the result is no call forward always destination displayed, then there's your problem.

 

[SmurfTurf]

I ran the command locate feature extension 2029 and here is the response:
Hot Desk : 2029 Login active at 1027
IP Device ID: 82
Circuit Location : 1 3 1 82 1
Extension : 2029
Active Features :
Message Waiting Lamp On
Callback Messages : 1
Call Forward Always : 99391862


The call forward always is enabled and the number is correct. If I press the forward button when a call is received, then the call forwards correctly. I don't understand why it even rings. Any suggestions?

 

[TheMitelGuy]

I assume you are using PRI?

 

[SmurfTurf]

Yes I have one pri connected. Thanks for your help so far!!!

 

[TheMitelGuy]

Can you confirm that the 9-939-1862 ever rang? I would think it did!

 

[SmurfTurf]

99391862 (external number) rings if someone dials those numbers from a handset, or by pressing the forwarding button that pops up when call forwarding always is enabled. The interesting thing is that the call forwarding button doesn't pop up unless call forwarding always is enabled. I must have a setting that changed. I can't figure out why the handset even rings when call forward always is enabled.

 

[TheMitelGuy]

It's funny you mention this. I'm assuming these are 53xx series sets?

I have seen it where Call Forward Always is activated to an external cell phone number, yet it rings the set and the external number at the same time. What's funny is it actually pulls it back into voicemail if not one answers either the cell or internal extension. It's almost like Mobile Extension for free.

Are you symptoms the same?

 

[paterson]

Other than what TheMitelGuy is suggesting, I also like to change the call forward always destination to a set that is hopefully beside the one in question and see what happens. Simplifies things a bit for troubleshooting.

 

[SmurfTurf]

I enabled call forwarding always to an internal extension and the same thing happened. The call rings to the handset and a forwarding button appears just below the caller id info. If the forwarding button is not pressed, the call goes to the voicemail attached to the main handset. I am using 5530 handsets.

 

[TheMitelGuy]

Which handset does it ring?

 

[SmurfTurf]

The original handset that is programmed in system speed call. The same one that the call forward always is programmed on.

 

[SmurfTurf]

The only thing that seems likely is that there is some global feature disabled. Has anyone ever encountered this? Any help is GREATLY appreciated.

 

[SmurfTurf]

It looks like the problem might be coming from a feature access code "cancel call forward all" Does anyone have a suggestion on how to reverse this?

 

[SmurfTurf]

I just upgraded from software version 8 to version 9 and I still have the same problem. There must be a setting I am overlooking. Has anyone ever encountered this?

 

[kwbMitel]

Just steppin in here for the first time. It definitely sounds like you have a weird one. My first assumption is that something unusual has been inadvertantly turned on/off during your upgrades.

First, does this happen with all sets or just 1. It might be some specific option within the setup of the phone.

If just the one, I would delete and re-create to wipe the stored profile.

If more than one, I would start by checking recent additions to COS and compare them with default.

Below is a list of recently added COS options in dating back to about Rel 7.0 or thereabouts.

161 ACD Make Busy on Login
162 Call Park-Allowed To Park
163 Call Park Timer
164 Two B-Channel Transfer Allowed
165 Calling Party Name Substitution
166 Disable Conference Join Tone
167 Disable Executive Busy Override Tone
168 Return Disconnect Tone When Far End Party Clears
169 Suppress Redial Display
170 Call Forwarding Reminder Ring (CFFM and CFIAH only)
171 Suppress Delivery of Caller ID Display between Sets
172 Suppress Delivery of Caller ID Display between Sets - Override
173 Recall If Transferred to Original Call Destination
174 Allow Directed Call Pickup Of Attendant Call
175 Suppress Display Of Account Code Numbers
176 Maintain Ringing Party During Recall
177 Display Transfer Destination on Recall
178 Originator's Display Update In Call Forwarding/Rerouting
179 Called Party Features Override
180 Message Waiting - Disable Ringing Lamp Notification
181 Music on Hold on Transfer
182 Phonebook Lookup - Default to User Location
183 Phonebook Lookup - Display User Location
184 Phone Lock


*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Lundah]

Another COS option to check: "Call Forwarding (External Destination)". I don't remember when this was added, but if it's set for NO, it's likely the problem here.

 

[SmurfTurf]

It looks like Call Forwarding Accept is set to Yes, Call Forwarding (External Destination) is set to Yes, Call Forwarding (Internal Destination) is set to Yest, Call Forward Override is set to No and Call Forwarding Reminder Ring (CFFM and CFIAH)is set to no. I checked changing call forward override and it didn't fix it. Do you have any other ideas?

 

[kwbMitel]

Smurfturf - I know you keep covering old ground. The External forwarding was a red herring as you earlier posted that you tried forwarding to an internal destination with the same results. This eliminates 95% of the usual suspects.

Is the issue isolated to 1 handset or more than 1. This is critical information for moving forward at this point.

I'm leaning towards the issue being with the profile of the phone.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.