Does anyone know if it is possible to clear a callback set on a station remotely through the MCD systems administration tool? Something in the maintenance commands? Our end user's are inundating the helpdesk with these callbacks and we are finding it difficult to walk them through clearing them even with feature access codes. We have disabled the MW light so this should help moving forward. We have a mix of 5330/5340 IP phones and a site that has DNI Supersets. Thanks so much!!
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Clearing Callbacks Remotely on ICP 3300
- Thread starter acskmk
- Start date
Supernova99
Technical User
You adjust your callback expiration timer to a shorter duraion in the system options form.
Also do you have embedded voicemail?
Has the MWI been setup correctly?
Share what you know - Learn what you don't
Also do you have embedded voicemail?
Has the MWI been setup correctly?
Share what you know - Learn what you don't
- Thread starter
- #3
@Supernova99: I adjusted the timer down to 1 hour. We have a large enterprise with a mix of NuPoint and Embedded. We have two sites using embedded. I also disabled the message waiting indicator so that it does not light when a callback is set. I am not sure I understand the question "has the MWI been setup correctly?" It appears that embedded voicemail is setting the callback as it indicates to callback the pilot number to voicemail.
Supernova99
Technical User
The reason I asked if MWI has been set correctly is because with embedded voicemail if you do not use the last 3 voicemail ports for voicemail you will run into issues like you have
Some systems are incorrectly setup using the last ports for RAD messages.
These ports need to be in the voicemail hunt group as they turn on the MWI
So they could be turning a genuine MWI but because they are not in the voicemail hunt group they can not be called back properly.
Which is exactly how you are describing.
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Some systems are incorrectly setup using the last ports for RAD messages.
These ports need to be in the voicemail hunt group as they turn on the MWI
So they could be turning a genuine MWI but because they are not in the voicemail hunt group they can not be called back properly.
Which is exactly how you are describing.
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- Thread starter
- #5
Thank you. I can confirm that the last 6 of the 20 ports for voicemail are indeed reserved for RAD's. As such, they are not in the voicemail hunt group. The two sites we have had this problem with are setup exactly the same. There is a very clear indication that the RAD ports are reserved specifically to support our MOH and ACD setup and that they should not be a part of any voicemail hunt group. Are you suggesting that these be added to the hunt group?
Supernova99
Technical User
Yes
You will need to re allocate the RAD ports from the top down to release the lower ports
Once they have been released make sure that you change the COS for the lower ports to a voicemail COS and then add them back in to the voicemail hunt group and vice-versa chage the new RAD ports to a RAD COS
You will of course have to change all references to RAD's in ACD paths to match.
No small order!
Share what you know - Learn what you don't
You will need to re allocate the RAD ports from the top down to release the lower ports
Once they have been released make sure that you change the COS for the lower ports to a voicemail COS and then add them back in to the voicemail hunt group and vice-versa chage the new RAD ports to a RAD COS
You will of course have to change all references to RAD's in ACD paths to match.
No small order!
Share what you know - Learn what you don't
- Thread starter
- #7
Supernova99
Technical User
Glad you got it sorted
No good deed goes unpunished!
Share what you know - Learn what you don't
No good deed goes unpunished!
Share what you know - Learn what you don't
- Thread starter
- #9
Hello. I was able to clear the callbacks to the 3 stations in quesiton. However, 10 more stations reported callbacks having been set since then with no way to clear them? Any suggestions as to why that would happen or what we can do to clear them without rebuilding the devices? Thanks again
Supernova99
Technical User
I would program a phone with a Vmail CoS and also enable DND set to permanant and put this extn in the vmail hunt group.
Then you can dial the MWI off FAC followed by the extn number.
e.g. *661234 where *66 is the FAC for MWI off and 1234 is the extn number.
Share what you know - Learn what you don't
Then you can dial the MWI off FAC followed by the extn number.
e.g. *661234 where *66 is the FAC for MWI off and 1234 is the extn number.
Share what you know - Learn what you don't
- Thread starter
- #11
If it helps at all, these are primarily the 4025 Superset Digital phones. Here is the extension feature settings with the problem.
Card Type : 12 Port DNI
Circuit Location : 4 1 3 11
Extension : 5662
Active Features :
Message Waiting Lamp On
Dialed Message Waiting.
Here is one that is behaving normally...
Card Type : 12 Port ONS
Circuit Location : 4 1 7 2
Extension : 5608
Active Features :
Phone Lock: UnLocked
Card Type : 12 Port DNI
Circuit Location : 4 1 3 11
Extension : 5662
Active Features :
Message Waiting Lamp On
Dialed Message Waiting.
Here is one that is behaving normally...
Card Type : 12 Port ONS
Circuit Location : 4 1 7 2
Extension : 5608
Active Features :
Phone Lock: UnLocked
- Thread starter
- #12
This is the one with the callback (initial problem reported) Again, they are all supersets. The Dialed Message Waiting may be a separate issue.
Card Type : 12 Port DNI - ML
Circuit Location : 4 1 1 11 1
Extension : 5620
Active Features :
Message Waiting Lamp On
Dialed Message Waiting.
Callback Messages : 1
Card Type : 12 Port DNI - ML
Circuit Location : 4 1 1 11 1
Extension : 5620
Active Features :
Message Waiting Lamp On
Dialed Message Waiting.
Callback Messages : 1
Supernova99
Technical User
have you tried what I previously posted?
Callback messages can be either a voicemail port putting the lamp on or a genuine callback from another user
On the phone if you hit the message waiting button and go through the menu it should give a clue who or what set the MWI
Share what you know - Learn what you don't
Callback messages can be either a voicemail port putting the lamp on or a genuine callback from another user
On the phone if you hit the message waiting button and go through the menu it should give a clue who or what set the MWI
Share what you know - Learn what you don't
- Thread starter
- #14
I was not entirely certain I could place the set in DND remotely and I don't have smart hands on site. However, I have since enabled a DND remote FAC . In short, I have now built the extension, added to VM COS, added to VM Hunt Group as member, remotely placed it in DND and used the message waiting deactivate FAC followed by the extension and it cleared
) You are a genius Supernova99! Have a great weekend!! You will have to tell me how I can contribute to this forum monetarily or in any other fashion to keep this resource available. It has been so helpful
) You are a genius Supernova99! Have a great weekend!! You will have to tell me how I can contribute to this forum monetarily or in any other fashion to keep this resource available. It has been so helpfulDialed Message waiting can be cancelled by any phone by using the Cancel MWI Feature Access Code. I typically use the phone that has the lamp on.
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What's most important is that you realise ... There is no spoon.
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What's most important is that you realise ... There is no spoon.
- Thread starter
- #17
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