Callback option not working

[answerthephone]

Hi All,

I have a customer who does not use voicemail, but they do use the callback feature on their phones. So that when they dial a collegue who is busy, they hit their message button to create a callback. The other users phone then gets a flashing message lamp to respond to.

This has stopped working. The callbacks are not being created. The audit logs show no programming changes and a reboot has been done.

The log shows a entry each time they try and use the feature.

CPSS4MSGQ: Swid to msgQ OR get flist resource failure

This is am MXe III runing build 13.0.1.28 which is V7.0 SP1 PR1

Any idea what we should do next?

Thanks

 

[kwbMitel]

You're not going to find too many people here that can troubleshoot Callbacks. Most of the time we're trying to prevent them altogether

I'd start with the helpfiles - Conditions

[ul]
[li]Callbacks cannot be completed unless:[/li]

[li]both parties are idle[/li]
[li]Do Not Disturb is de-activated at the called set.[/li]​

[li]Callback is cancelled if:[/li]

[li]you do not respond to the Callback notification[/li]
[li]you complete a call with the destination (not a Conference)[/li]
[li]the programmed period expires.[/li]​

[li]Duplicate Callback requests are ignored (the original callback request is canceled).[/li]
[li]If you answer a Callback, but the called party does not answer or is busy, the Callback is preserved (unless the Callback was to a trunk).[/li]
[li]When a Callback matures on a trunk, the trunk is reserved for the station that set the Callback.[/li]
[li]A callback will always be set on the device dialed even when that device is call forwarded. Furthermore, when party A sets a callback on party B, then sets call forwarding to party C, party A will ring when the callback matures.[/li]
[li]Callback always appears on the Prime line of a SUPERSET or MiVoice IP Phone, regardless of the line from which it originated.[/li]
[li]Callback is not available on a resilient device that has failed over to its secondary controller.[/li]
[li]Callbacks on hunt groups only work when all lines or stations in the group are busy.
[/li]
[/ul]

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