5340 IP Teleworker / Incoming calls bounce to '0' if not answered

[Phoenix1260]

We have a Mitel 5550 IP Console and both 5340 & 5330 IP phones. Our platform is an SCP3300.

We have a programmed 'soft' Superkey and the 'hard' physical blue/grey Superkey on the units.

We have an offsite Consultant Trainer (CT) who is set up as a Teleworker on a 5340 phone. If the CT is in his office but has stepped away from his desk and is unable to answer the phone, any incoming calls bounce out to Reception ('0') instead of going to his voice-mail. Out of approximately 80 users, this seems to be the only identified user with this problem. He advises that this issue only started within the last month. It might be possible that a power hit reset something in his phone?

Here are the condensed steps I've done with the CT so far:

1. Set up Call Forwarding through the 'soft' superkey and set it to 'always 700' - no change.

2. Was advised that the 'Call Forwarding' option under the 'hard' superkey did not show as (Off) but as (Default), so set up Call Forwarding through the 'hard' blue/grey superkey, set it to forward to VM (700) and had him activate it, thinking it might trigger his phone to work correctly; I called and immediately went to v-mail - which also proved that his VM is working. His Call Forwarding changed from (Default) to (700) when it was engaged.

3. Had him deactivate Call Forwarding through the same 'hard' superkey and asked if it now showed as (Off) - the setting reverted back to (Default) and is still bouncing unanswered calls to Reception.

4. Contacted another offsite CT with an identical phone and had him walk through both the 'soft' & 'hard' superkey 'Call Forwarding' options to compare settings. Even though this CT has never set up or used his Call Forwarding feature, through the 'hard' superkey setting his Call Forwarding shows simply as (Off). If this other CT's phone is not answered it goes to his VM, as it should.

We have checked the affected CT's COS and all other settings and he appears to be set up identically to all the other Teleworker phones, so we are out of ideas. All the Teleworker phones were set up at the same time when the system was originally installed in May 2010.

Based on my observations, it seems to me that I need to figure out how to get the 'hard' superkey 'Call Forwarding' setting to change from (Default) to (Off). I've searched this forum and done a keyword search through Google with no success. Has anyone else encountered this issue?

Thanks!

 

[kwbMitel]

First off, use the maintenace command to determine what forwarding is enabled and where.

Locate Feature Extension XXXX

This will tell you everything you need to know about what forwarding is active on the phone.

Are the calls that go to Reception possibly recalls of transferred calls? Cound be a timing issue.

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

 

[Phoenix1260]

Hi kwbMitel,

Thank you for your input - we've now learned something new & extremely useful!

We did go into the 'Locate Feature Extension' option and have discovered that the CT's phone is showing 'Call Forward - No Answer' for both External & Internal is set to '0'.

To the best of my recollection, when I was going through the various 'softkey' setups for 'Call Forwarding', neither of thos options were set up on the CT's individual unit - if they had been, I would have had him reset them to 700 for VM.

We've done some searching but haven't found a way to reset those two entries to 'Null'. We tried using the Program Code of *71 to 'Cancel Call Forward - No Answer (External & Internal)' but without success.

Do you have any idea of whether or not these two options can be reset at the base/platform level? If yes, do you know how? If not, how else can we reset them? I look forward to hearing from you.

 

[Supernova99]

You could look for the FAC for cancel all forwarding and clear all features
There is also another FAC for clear all features remote

Share what you know - Learn what you don't

 

[Supernova99]

I forgot to say if they do not have any values assigned just assign a value that does not clash with other FAC's

Samples are :-
cancel all forwarding ##8
Clear all features*#*#
Remote clear all features ###

Share what you know - Learn what you don't

 

[Phoenix1260]

Hello everyone,

Thank you so much for your help & input. We did find an FAC that said to cancel all 'Call Forward - No Answer' settings, but it would not reset his settings.

The user happened to call in the following morning and, out of desperation, I had him try entering the code himself. Once he had completed his end, I tried to call him and got through to his VM immediately. So, he is all fixed up and working.

We were not successful using this resolution from another phone - it only appeared to work from the user's phone but the final resolution was to have the user enter *71xxx on his phone, where xxx is the user's extension.

Once again, thanks for all the assistance.