5212 VM Button goes to another user

[cknipe]

Im scratching my head on this because I dont know of any way that this could happen. This is happening on a CX system running 7.1. It is only happening to 1 user out of 50. We reboot and it goes away temporarily. But when the user presses the clear VM key it automatically sends the call to another user on the system. Also when that same user dials the VM pilot number....it takes him to his vm box, but The operator tells the user there are no messages. How is/can the static VM button call another user? is this just a funky set?

 

[TheMitelGuy]

What number do you have programmed in form 19 for voice messaging?

 

[cknipe]

Wheres form 19? this is on a 3300. THough the Pilot number is 8000

 

[TheMitelGuy]

Pardon me, I should have seen it was 7.1, and it was a 3300. I had a mind-set that it was a SX-200 ICP.

You need to answer this first:
"How is/can the static VM button call another user"
What is a static VM button?

 

[cknipe]

Thats just my own words. By static I am referring to all of the buttons on the right side of the phone that cannot be changed such as:

Volume UP/Down, Speakerphone, Mute, SuperKey, Cancel, Redial.....

The clear voicemail button that lights up amber when you have meesages is the one I am talking about.

We are also running just standard vociemail (non-advanced). So far I have deleted the Voicemail box and had the user reboot the phone (rebooting seems to help for a little whilte). Im waiting right now on the response for that.

 

[TheMitelGuy]

First, that "clear message waiting key" is NOT dedicated to voice mail. Any user in the system can activate and deactivate it if they want.

I would recommend you go into each user's COS and disable the ability to send a message. If they send a message (either by softkeys, or by dialing a mis-dialed code) that will turn on this particular users message waiting lamp. The person who turns it on, is the person that the phone calls when the lamp is on.

 

[drichter12]

Something else to try next time it happens. Use the command "loc fea ext <extension>" to show what type of indicator is enabled (i.e. Message Waiting, Dialed Message Waiting etc...). This may at least help in the troubleshooting.


Dale

 

[cknipe]

awesome. thanks. I think the next step is just replacing the phone.

 

[cknipe]

actually that last posting put me on to someting. I did the command for a working and a non working command.
IP Device ID: 43
Circuit Location : 1 3 1 43 1
Extension : 4270
Active Features :
MAC Address : 08:00:0F:2C:8F:A6

IP Device ID: 32
Circuit Location : 1 3 1 32 1
Extension : 4271
Active Features :
Call Forward No Answer External : 8000
Call Forward No Answer Internal : 8000
Call Forward Busy External : 8000
Call Forward Busy Internal : 8000
MAC Address : 08:00:0F:29:83:9E




About to double check call handling forms

 

[kwbMitel]

cknipe, TheMitelGuy has is right. Take the ability for users to send messages out of their COS. The message key is designed to call the device that left a message (It is not dedicated to VM) If a user is sending a message to another user via the message key the message key will call that user back.

if you press the message key without lifting the handset, you may be able to view the sender of the message via the softkeys and the display.

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