Can't Answer Call Issue!! (3300, Residential)

[thinkrick]

This is a lingering issue we've had for months now and my dealer/installer has never seen the issue and Mitel support also has no immediate clue. This is a residence btw, I'm the home owner and have gotten to know the basics of the system and how to program most phone functions.

Here's what happening:

1. Call comes in to an extension (which rings all phones).
2. When attempting to pickup the call, the phone appears to freeze (no buttons respond, can't hear caller) and call keeps ringing all other phones.
3. Also cannot pickup the call (that's still ringing) on any other phone, same issue.
4. The caller eventually goes to the extensions voicemail.
5. The phones keep ringing for about 2 minutes, then times out.
6. This happens EVERY time from certain callers. Luckily less than 5% of callers have this problem.

When it's happening:

-It ONLY happens from certain businesses call, including my guard gate (which is the most annoying).
-All the businesses seem to be using the same business phone service: Embarq Business. Calls from Embarq Residential work fine.

What we've tried to de-bug:

-We've tried disabling the auto-attendent, direct call to an extension. Call picks up successfully.
-We've tried having the caller go through auto-attendent, and direct call to a single extension (with no multi-ring), bug occurs.
-We've changed tons of misc settings in COS Options (Mitel Support guided), none fixed it.
-We've tried different phone services (Embarq Residential, Vonage VOIP), our secondary Embarq line didn't have the problem, but our primary did. Both Vonage lines had the problem.

Some Basic Info:
-Residential Install 3300 Switch with 20+ 5340's (High-End Custom Home)
-2 Residential Phone Lines, Hunt Group.
-2 Phones Used as Extensions (Key System), rest are Multicall Phones.
-Calls go to auto-attendent immediately, then caller dials extension.

Anyone heard of this?? Unfortunately I'm not an expert when it comes to Mitel Systems and my dealer has done a lot to try and help so far. I figured it couldn't hurt to take it upon myself and reach out to this forum to find any answers possible.

Thanks for your time!

Rick

 

[Mitelpassion]

I think it's the same issues I've had on numerous installations. the phone basically freezes up and you can't answer the call.

the common denominator here is the auto att.

sorry to say that we've replaced these phones with 5550 IP consoles and the problem has gone away.

 

[Mitelpassion]

could you perhaphs give some feedback if you get this resolved?

thanks

 

[thinkrick]

Yeah, that's exactly what's happening!!

If we resolve it, I'll definitely post the solution here.

Thanks for the reply.

 

[TheMitelGuy]

I will resolve it for you, but I will have to come out and visit this house with 20+ 5340s.

Can I bring my swim suit?

 

[thinkrick]

Sure, bring your swim trunks!! lol

Seriously, you live in or around Vegas? If not, need an excuse to visit?

I'd love to get a Mitel expert here to fix some of this stuff. Our dealer is a brand new dealer (formerly Intertel) of Mitel, so they do have any experts on their payroll yet.

Oh btw, I lied, did a count the other day and we only have 19 5340s!

 

[TheMitelGuy]

Well, I'm in Canada, but you would not be our first customer in Vegas. Only been to Vegas one time for Mitel Forum, enjoyed every minute of it.

Does your VAR have a ticket open with Mitel here in Ottawa?

 

[thinkrick]

We do have a ticket open I believe... although I don't have any clue what the ticket # might be. I take it you work directly for Mitel and can lookup the tickets? Are you able to lookup a ticket by customer name and/or address?

 

[thinkrick]

Got some more details about this issue... still no resolve, but I did another test and here's some additional info to add to my intiial post:

1. When a successful call comes in, normally I see the caller ID at the top LCD of the phone (5340) and the lower right of the LCD replacing the extension #. I notice for a second after phone rings, the lower right has the voicemail port # first, then it switches over quickly to the actual phone # of the caller. In addition, the caller's phone # pops up on my desktop computer (mitel desktop).

2. When the freeze call occurs (again, only happening from a few companies with certain phone service), the caller ID shows at the top of the LCD correctly , BUT... the lower right of the LCD shows the voicemail port # instead (which is like 2501 for us) and never switches to the actual phone # of the caller. In addition, my desktop also shows that voicemail port # in the caller ID rather than the phone #.

Still no clue how to fix it, but I thought this might help the guru's who are following this thread. Thanks again for any feedback to this issue.

 

[Mitelpassion]

have you given this info to Mitel? you did say you had a ticket open.

maybe they can shed some light on this. have they been able to reproduce this problem?

 

[thinkrick]

Yep, sure have. The support people we've talked to tried a few things and it didn't work. I need to follow-up with them again... was hoping someone here might have had the same issue.

 

[Mitelpassion]

please keep us posted...like i said I had similar issues and our workaround was to replace these handsets with 5550 consoles

 

[AnotherVoipTech2]

You mention vonyage, are you using SIP trunking? Are these the only ones that "lock up"?