I trying to troubleshoot an MWI issue on telephones. This issue is not being reported that often but its being reported enough to where its becoming annoying. The last time this occured was back in Early January on a different extension. The newest complaint from a user is that the MWI just came on and when she checked the messages. The messages were from 3 days ago. Has anyone experienced issues similar to this and know a good starting point for hunting down the issue. The nupoint is connected to a 3300 mxe running 9.0 UR2.
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Delayed Nupoint 3.0 MWI lights
- Thread starter cknipe
- Start date
Are you using Mitai MWI?
If so, there is a System Option for MWI that needs to be disabled (24 Hour MWI)
If not, give more details about the Nupoint.
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Occam's Razor - All things being equal, the simplest solution is the right one.
If so, there is a System Option for MWI that needs to be disabled (24 Hour MWI)
If not, give more details about the Nupoint.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
- Thread starter
- #3
mitelmmaniac
Technical User
I had the exact same issue. Are these users resilient?
I traced mailbox activity and it was showing as definately lighting the MWI. I had a support ticket raised with product support and we couldnt nail it down at all. This is what I checked:-
Clocking source on NuPoint
Refresh MWI at midnight
mailbox trace
The customer seemed to think that it was related to their phones going into reslient mode (they were hot desks too). I havent heard anything back from him since he said this and he was sure that they were falling back from being resilent then the MWI was being lit.
Hope this helps.
MM
Desk Jockey Lunacy
I traced mailbox activity and it was showing as definately lighting the MWI. I had a support ticket raised with product support and we couldnt nail it down at all. This is what I checked:-
Clocking source on NuPoint
Refresh MWI at midnight
mailbox trace
The customer seemed to think that it was related to their phones going into reslient mode (they were hot desks too). I havent heard anything back from him since he said this and he was sure that they were falling back from being resilent then the MWI was being lit.
Hope this helps.
MM
Desk Jockey Lunacy
The Option is a System Option as I previously indicated.
Exact name escapes me but the field needs to be blank.
Name mentions 24 hours.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
Exact name escapes me but the field needs to be blank.
Name mentions 24 hours.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
Another clue to this is if the issue is generally mentioned on Mondays. Messages left late on Fridays will not have lamps flashing until a new message is delivered on Monday.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
- Thread starter
- #7
So if I call a user and leave them a message at 8:00 pm on friday, the light wont start flashing until the first message is left on monday? Why would'nt it start flashing right after the message is left?
They are resilient users. They are also in a remote location from the nupoint server. I checked on the dates and times of this happening in the past and did find that 3 out of 4 times that it has been reported have been on a monday.
They are resilient users. They are also in a remote location from the nupoint server. I checked on the dates and times of this happening in the past and did find that 3 out of 4 times that it has been reported have been on a monday.
cknipe:
Before we discuss this much more can you please check the value for the system option that turns off Mitai Message Waiting lights after 24hrs. (24 hrs is the default option)
It MUST be set to blank if you want MWI not to be turned off automatically by a timer.
NO! - The message would get turned on a 8:00PM on Friday and would then expire 24 hrs later (Sat 8:00PM). Once a new message is delivered on Monday (turning the lamp on) the user will "Discover" the Friday message.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
Before we discuss this much more can you please check the value for the system option that turns off Mitai Message Waiting lights after 24hrs. (24 hrs is the default option)
It MUST be set to blank if you want MWI not to be turned off automatically by a timer.
NO! - The message would get turned on a 8:00PM on Friday and would then expire 24 hrs later (Sat 8:00PM). Once a new message is delivered on Monday (turning the lamp on) the user will "Discover" the Friday message.
*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.
UncleRalph
Vendor
Another thing to check is to see if the phone has keys on it that are members of a hunt group. If the first key of the hunt group appears 1st on the phone you are having trouble with or if the prime line is a member of a hunt group, then that may be your issue.
Ralph
Ralph
mitelmmaniac
Technical User
See if they recognise the resilience black square at anytime before the mwi comes on.
I was of the same opinion as Kwb until I had tried everything.
Desk Jockey Lunacy
I was of the same opinion as Kwb until I had tried everything.
Desk Jockey Lunacy
- Thread starter
- #11
Ok I finally found it. On the 3300 under system options assignment its called SUPERSET Callback Message Timer. When I went to look at this field it was set to 24 (hours). I cleared the entry out of this field and clicked save. Now I just need to monitor the next couple weeks and make sure no one else reports it. Now that I understand this, Im about 100% positive this was causing the issue.
thanks again everyone.
thanks again everyone.
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