Embedded VM calls reception phone randomly

[Devolution]

Hi Guys,

I have a customer using a 3300 and using the embedded vmail. On a regular basis the main reception phone will answer a incoming call and hear a users mailbox greeting followed by options for that mailbox.
The mailboxes that call are random which made me think it was a COS issue but can't see anything irregular with the setup. I then looked at each individual mailbaox to see if there was anything strange.
They are standard mailboxes, some have the operators extn number programmed and some don't. Some of them have messages in and some don't.
A reboot didn't solve the problem either.

Anyone come across this before?

 

[UKMitel]

In the COS for the vmail ports is multiline set on hook dialing enabled? If so you could try disabling it

 

[kwbMitel]

There was a software load where this was a bug. I have run across it on several sites. Most were resolved with an upgrade. The others, I disabled the notification at the mailbox level.

If you need the notification and the upgrade doesn't get rid of it. Call Mitel.

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

 

[Devolution]

Thanks, I will try the upgrade option. They're on an early ver 8 release.

 

[tommylux]

This is the same issue we are receiving. Users have been called by a VM Port, when answering, it would either be dead, or it will ask for the users pass code.

Mitel originally suggested that this could be a possible hacker using the voicemail ports. They suggested methods to really tie down the 3300;

1. Using Class of Service to prevent VM ports from transferring calls externally,
2. Class of Restriction from dialling out,
3. Interconnect Restriction from dialling the reception phone.

I always doubted it was a hacker attack because we have had 94 of these cases in March, and 84 in April according to the SMDR.

I checked a few voicemail boxes to ensure this wasn’t related to a message notification.

A few mailboxes were missing a 9 for dialling out in the VM "please press 2 to reach this persons cell phone", I have updated these now and although it has reduced the number of calls (as "0" on its own would speedcall to the operator), there still seems to be an issue.

I have managed to capture these SMDRs when they have randomly called the reception/certain user’s phone and quite interestingly, Just before the user receives the call, the call is from the VM Port seconds before a different user checked their voicemail.

Please see attached SMDR spreadsheet. A user would call the VM, then seconds later, the receptionists phone would ring.

I have questioned each user who has checked their voicemail, and even asked them to replicate what they did this morning. They were not aware of hearing or doing something differently and I am unable to replicate this issue. But the calls still come through.

Is this a bug?

 

[Devolution]

Cheers for the suggestions Tommylux,

The customer has two mitels which are not networked. They are both experiencing this issue. The reception phones are different extn numbers at each site. The voicemail boxes don't have an operator assingned to them as I thought this might be the issue. The only thing I can think of which is common between the two sites reception phones is the Dial 0 speedcall entry which is directed to the reception phone. I have changed the speedcall entry so that it rings another extn to see if the voicemail follows this route. I know the speedcall shouldn't interfere with the voicemail but I'm grabbing at straws here. If it does follow the new route, at least I'll have a starting point to work from.

 

[tommylux]

Hi, If it helps, We also route the 0 to the reception phone, this could well be the case. But I also changed the Ext for the mailbox - 0 to something else and yet the reception phone still rings.

A quick fix should be putting the VM Ports in a Interconnect Restriction where they cant dial voicemail, but yet, all other routes can dial VM ports. - or at least i think this is how this works.

 

[kwbMitel]

If you do not need message notification, disable it for every mailbox.

This has fixed the issue when other means have not.

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