Can not access voicemail from a remote IP phone.

[craigliu]

We have a problem in accessing voicemail from a remote IP phone (We use Mitel 5220 IP phone, SX 200 and MiTEL 6000 MAS): When pressing *8 to access voicemail, asking for passcode; afetr inputing passcode, wait a while, it asks passcode again and again, till with "Thank you for calling" for stop.

Also after pressing *8 to access voicemail, we can not access another mailbox by pressing *. It seems that communications between remote IP phone and voicemail mailbox have problem. We can access voicemail from LAN as usual.

This problem exists after we have had harddriver of SX200 replaced with a 2007 configuration (due to HD failure). Before all worked fine.

Usually it would be related to the teleworker and sx200. But because we only changed sx200. So mostly the problem is caused by sx200. The attached is our FORM 49 for voicemail options.

I'm new in MiTEL. Thanks for any suggestions and hints.

(Sorry, The descrption in previous another post in a few days ago was not correct.)

 

[kwbMitel]

Ok starting from scratch again.

Same questions as before, Was the SX-200 installed with a higher SW version than existed before the failure?

If yes, have you attempted to Upgrade the TW server to newer software as well?

I have seen your issue every single time I have upgraded a controller but not the TW server.

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

 

[craigliu]

Thanks kwbMitel. Upgrading software is beyond our capacity. I guess the versions of before and after re-installation are the same, because MiTEL technician told us. I wish to find a way to fix the problem without upgrading, only by changing configurations.

 

[kwbMitel]

Ok lets try a different tack. Humour me.

What is the software version of the 200 currently?
What is the software version of the TW server (MAS) and the TW Blade?

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

 

[craigliu]

1) What is the software version of the 200 currently?
SX-200ICP_5.0.0.18 MX

2) What is the software version of the TW server (MAS) and the TW Blade?

a) MITEL 6000 MAS 6.1

b) In the blades, it displays:
Last updated: Fri 07 May 2010 01:48:45 PM MDT

I) Teleworker Solution
Enable secure remote use of Mitel Networks 5x20 IP Phones without a VPN.
installed
Upgrade (V4.0.22)
Remove (V4.0.16)

II) Unified Messaging
Unified Messaging - Standard installed
Remove (V1.0.4)

III) ServiceLink
ServiceLink for SME Server installed
installed
Reinstall (V6.1_Update5)

 

[kwbMitel]

Rel 5.0.0.18 was released in June of 2009

MAS Version 6.1 and TW 4.0 was released approximately Late 2006 or early 2007 (my notes don't go back that far)

So, the answer to my question is YES the sx200 controller has been upgraded.

So the answer to the problem is to upgrade the TW server accordingly

For the record the Current SW loads are:
SX200ICP - 5.0.1.11
MAS(MSL) - 9.1
TW (MBG) - 5.2


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

 

[craigliu]

Thanks kwbMitel very much. At least I have learnt that the version of the SX 200ICP now is not the same as that before reinstallation. So it is not fully compatible with our TeleWorker. This version mismatch causes that our voicemail is not accessible by a remote IP phone.
kwbMitel's experience to solve this problem is to upgrade TW's software.

 

[craigliu]

The problem is solved: Because we don't have enough expertise to handle upgrading. We have called technical support service. I don't know exactly what they do (they do remotely). But I see that the version of teleworker solution is upgraded from v4.0.16 into v4.0.22.

It is just as what kwbMitel said: Upgrade teleworker!