Hi!
Most often than not, we manage to solve our problems by ourselves but this one is left unresolved to this day and Mitel Tech Support has yet to find a solution as well. It's occuring since we upgraded both systems of a customer from 7.1 UR2 on 3300 LX to MCD 4.2 SP2 on 3300 MXe III 3 weeks ago.
There are 2 different scenarios; one of these can be reproduced 100% of the time on the customer's systems (but not on our office's systems or on our lab equipment nor at Mitel's with the same software release).
-Setup-
Two MCD 4.2 SP2 shared in a cluster with resiliency and everything.
Both have a PRI (T1) from the same provider.
Both sites are within the same city over a private fiber network.
Nupoint Messaging server standalone configured for System A with MiTAI MWI.
-Problem #1 (can be reproduced every time)-
1) Incoming call from PRI on System A or B.
2) System speedcall sends call to single line phantom key on IP Phone on System A.
3) IP Phone is call forwarded always to NuPoint Voicemail Hunt Group located on System A.
4) Call is processed inside NuPoint through a call director with a menu.
5) Caller dials 1 which is a Blind Transfer to ACD Path on System B.
6A) IF agent on System B with IP Phone on System B is logged in and available, phone rings half a sec. and then call recalls to NuPoint Voicemail default greeting. Caller hears MoH before getting VM greeting.
6B) IF all agents are busy on a call, it recalls to VM.
6C) IF all agents are logged off, call is processed correctly via overflow.
If we route the call via System A's embedded VM instead of NuPoint, we get the same problem.
If we route the call via System B's embedded VM instead of NuPoint, it works fine.
If we route the call via any phone on System A and do a manual Blind Transfer, we get the same problem.
If we route the call via any phone on System B and do a manual Blind Transfer, it works fine.
If we do an internal call from anywhere to anywhere and Blind Transfer to ACD Path anywhere, it works fine.
Basically, the problem occurs only with external calls transferred between PBXes -- and not all calls.
But with any of the above, if we blind transfer the call to a nametag hunt group on System B call forwarded always to ACD Path on System B, it works fine with everything.
Note that if you switch System A for B and B for A in all of the above, the results stay the same.
-Problem #2 (cannot be reproduced always)-
1) Incoming call from PRI on System B.
2) System speedcall sends call to single line phantom key on out of service 5240 IP Phone on System A.
3) IP Phone is call forwarded always to NuPoint Voicemail Hunt Group located on System A.
4) Call is processed inside NuPoint through a call director with a menu.
5) Caller uses option #1 which is a Blind Transfer to 5220 IP Phone on System B.
6) IP Phone user Blind Transfers call to other IP Phone on System B.
7) IP Phone user #2 doesn't answer.
8) After CFNA Timer expires, instead of rerouting using 1st alt. as it should, call recalls to IP Phone #1.
The 1st alt. CR destination can be anything (or nothing), doesn't matter, it recalls on no answer.
If IP Phone #2 is busy, it doesn't recall and follows normal call rerouting.
What's more puzzling, is that it's not happening always. Sometimes it works fine and we can't reproduce the problem ourselves anymore since we changed some timers in CoS.
-What we have tried-
We looked at CoS for sets, agents, trunks and VM ports involved in all tests. We changed all the NA timers we could find or recall timers or reroute timers (in Sys Opt and CoS). We made sure all the Public Trunks CoS Options were OK for everything and tried different setups. We tried default CoS with default timers (+added basic options for workability). We reproduced the same setup on different systems but they work fine. We cleared all CoR Restrictions so that nothing was restricted anywhere. We don't use tenanting or interconnect restrictions. Nothing of the above had an impact on the problem.
Problem #1 is easy to reproduce at will but we found a cheap trick to bypass it. However problem #2 is hard to reproduce and we don't have any cheap trick to solve this yet, so the customer is starting to put pressure on us to find a solution -- even more since it was OK before the upgrade.
Please note that none of these problems happened on 7.1 UR2 before the upgrade. The only thing that changed in the above setup between old platform vs new one is that before the PRIs were on NSU and now they're on embedded PRI cards. Same CoS, CoR, routes, trunking, cluster, sys opt, attributes, etc...
I think the source of both problems is the same since both are of the recalling type. However, we're totally out of ideas. So, throw what you have and I'll tell you if we did that and will try what we didn't.
Thank you very much!
Most often than not, we manage to solve our problems by ourselves but this one is left unresolved to this day and Mitel Tech Support has yet to find a solution as well. It's occuring since we upgraded both systems of a customer from 7.1 UR2 on 3300 LX to MCD 4.2 SP2 on 3300 MXe III 3 weeks ago.
There are 2 different scenarios; one of these can be reproduced 100% of the time on the customer's systems (but not on our office's systems or on our lab equipment nor at Mitel's with the same software release).
-Setup-
Two MCD 4.2 SP2 shared in a cluster with resiliency and everything.
Both have a PRI (T1) from the same provider.
Both sites are within the same city over a private fiber network.
Nupoint Messaging server standalone configured for System A with MiTAI MWI.
-Problem #1 (can be reproduced every time)-
1) Incoming call from PRI on System A or B.
2) System speedcall sends call to single line phantom key on IP Phone on System A.
3) IP Phone is call forwarded always to NuPoint Voicemail Hunt Group located on System A.
4) Call is processed inside NuPoint through a call director with a menu.
5) Caller dials 1 which is a Blind Transfer to ACD Path on System B.
6A) IF agent on System B with IP Phone on System B is logged in and available, phone rings half a sec. and then call recalls to NuPoint Voicemail default greeting. Caller hears MoH before getting VM greeting.
6B) IF all agents are busy on a call, it recalls to VM.
6C) IF all agents are logged off, call is processed correctly via overflow.
If we route the call via System A's embedded VM instead of NuPoint, we get the same problem.
If we route the call via System B's embedded VM instead of NuPoint, it works fine.
If we route the call via any phone on System A and do a manual Blind Transfer, we get the same problem.
If we route the call via any phone on System B and do a manual Blind Transfer, it works fine.
If we do an internal call from anywhere to anywhere and Blind Transfer to ACD Path anywhere, it works fine.
Basically, the problem occurs only with external calls transferred between PBXes -- and not all calls.
But with any of the above, if we blind transfer the call to a nametag hunt group on System B call forwarded always to ACD Path on System B, it works fine with everything.
Note that if you switch System A for B and B for A in all of the above, the results stay the same.
-Problem #2 (cannot be reproduced always)-
1) Incoming call from PRI on System B.
2) System speedcall sends call to single line phantom key on out of service 5240 IP Phone on System A.
3) IP Phone is call forwarded always to NuPoint Voicemail Hunt Group located on System A.
4) Call is processed inside NuPoint through a call director with a menu.
5) Caller uses option #1 which is a Blind Transfer to 5220 IP Phone on System B.
6) IP Phone user Blind Transfers call to other IP Phone on System B.
7) IP Phone user #2 doesn't answer.
8) After CFNA Timer expires, instead of rerouting using 1st alt. as it should, call recalls to IP Phone #1.
The 1st alt. CR destination can be anything (or nothing), doesn't matter, it recalls on no answer.
If IP Phone #2 is busy, it doesn't recall and follows normal call rerouting.
What's more puzzling, is that it's not happening always. Sometimes it works fine and we can't reproduce the problem ourselves anymore since we changed some timers in CoS.
-What we have tried-
We looked at CoS for sets, agents, trunks and VM ports involved in all tests. We changed all the NA timers we could find or recall timers or reroute timers (in Sys Opt and CoS). We made sure all the Public Trunks CoS Options were OK for everything and tried different setups. We tried default CoS with default timers (+added basic options for workability). We reproduced the same setup on different systems but they work fine. We cleared all CoR Restrictions so that nothing was restricted anywhere. We don't use tenanting or interconnect restrictions. Nothing of the above had an impact on the problem.
Problem #1 is easy to reproduce at will but we found a cheap trick to bypass it. However problem #2 is hard to reproduce and we don't have any cheap trick to solve this yet, so the customer is starting to put pressure on us to find a solution -- even more since it was OK before the upgrade.
Please note that none of these problems happened on 7.1 UR2 before the upgrade. The only thing that changed in the above setup between old platform vs new one is that before the PRIs were on NSU and now they're on embedded PRI cards. Same CoS, CoR, routes, trunking, cluster, sys opt, attributes, etc...
I think the source of both problems is the same since both are of the recalling type. However, we're totally out of ideas. So, throw what you have and I'll tell you if we did that and will try what we didn't.
Thank you very much!