5000 Dialing Issue 8

[mridler]

We have a Mitel 5000 version 6.0.9.57 that was just installed this summer. A few weeks after install they started complaining about an outgoing call issue on analog lines.

They would dial a number and then connected to another number or hear a "call cannot be completed as dialled" message. They would then hang up and make the call again and would be successful. When they checked their dialed number display and the call log the number recorded was correct. We have contacted the carrier and they tell us the lines are all fine.

The customer tells us this happens very regularly, sometimes as much as every second call. I was on site yesterday and made 53 test calls and experienced 2 connections to wrong numbers. This happened while dialing the same number over and over again on all the various trunks. On the first failed call I dialled xxx-xxx-5580 and was connected to xxx-xxx-5585. The lady on the second call was mad at me and wouldn't give me her number. On both occasions the number recorded in the call log was correct.

Has anyone ever seen this type of behaviour before? Any idea if there's something in programming I can look at? All programming looks good to me and looks the same as all our other systems in the field.

Thanks

 

[Hovus]

I had this same exact issue just recently. Display showed correct number, SMDR showed the right number, and the carrier was reporting they were receiving (XXX)-XXX-5585 when 5580 was dialed. Turned out the carrier was at fault, thought I have no idea what they did to resolve it. I wasn't using ARS at this site and just had them pointed to use CO group as outgoing extension. Good luck getting the carrier to fix the issue. We had to battle for a good month before getting someone knowledgable,

I have dreamed a dream, but now that dream has gone from me.

 

[kwbMitel]

I am working on an identical issue on a 5000.

Historically, I am aware of issues of dialing out on lines on the SX-200 when digits are being dialed on the trunks at the same time as being captured by the system. Eventually, the SX-200 introduced an option called "no overlap outpulsing" to resolve the issue. At the time, the temporary measure was to fully qualify the ARS so that the system would capture all of the digits before dialing out on the trunks.

Yesterday, I configured the ARS on the 5000 to do much the same thing and am waiting for feedback from the customer to see if the issue has been reduced or eliminated (or remains the same).

**********************************************
What's most important is that you realise ... There is no spoon.

 

[sarond]

I believe this a known issue.
There is another thread trail here.

http://mitelforums.com/forum/index.php/topic,4223.msg18916.html#msg18916

 

[yankblan]

V6.0 Patch Release 2 released on September 27, 2013

Why is it I don't see this on MOL? Same with a patch for SIP trunks; don't know if it's Europe only, but I would need it but it's not on the site for MOL.

Only 6.0 available is the June 14th one

http://interconnexionsld.ca/

 

[mridler]

Thanks everyone. I thought I was losing my mind on this one.

I just checked MOL and there was no updates to the 6.0 software either. I guess I will take a run at the ARS although I've never done that on a 5000. As long as the problem goes away I guess it's good.

It bothers me that tech support is either unaware of the issue or just doesn't tell me it's a known issue when I call them.

 

[NTEDave]

Mitel 5000 V6 PR1 and PR2 are Patch releases so aren't available on MOL.

You need to log into the old Inter-Tel FTP site for Emergency releases to download them, Mitel Tech Support should be able to help with this.

 

[yankblan]

Good info NTEDave, I will check this out. Apparently there is a patch on 6.0 for SIP trunks that I may need.

http://interconnexionsld.ca/

 

[mridler]

Thanks for the tip NTEDave.

That seems like a crappy way to make patches available on Mitel's part. It seems to me that they could put the patches on MOL pretty easily. At the very least they could identify that the patch exists and link to the Inter-Tel site. It sounds like someone is asleep at the wheel on this one.

 

[Hovus]

NTEDave,
What's the url for the old Inter-tel FTP site? I've looked through Edge and can't find the PR1 or PR2 downloads and they're still not on MoL.

I have dreamed a dream, but now that dream has gone from me.

 

[BrianWarner]

ftp.engineering.inter-tel.com is the URL. You will need the username and password though. I'm not going to give it here for obvious reasons.

 

[Hovus]

Got the info from Mitel. Thanks for the reply Brian

I have dreamed a dream, but now that dream has gone from me.

 

[yankblan]

Where did you get access? Did you open a ticket through MOL or call a number?

http://interconnexionsld.ca/

 

[Hovus]

Through MoL, Tech Central Tracker.

I have dreamed a dream, but now that dream has gone from me.

 

[mridler]

UPDATE:

So I finally got this all sorted out with Mitel Tech Support and we got the system upgraded to Service Patch 4. This issue and a couple of other minor issues seem to be resolved at this time.

Apparantly the dialling issue can still arise if the trunk is connected directly to the CO. The ARS solution is definitely the way to go here. Supposedly it will be fixed in yet another future service patch.

Thanks to everyone who helped out.