Hot Desking Broke

[adminkirk]

Something isn't quite right with our Hot Desking on a BCM400 (4.0). Usually, the hot desked phone (that which is receiving the calls) has the ability to make outbound calls... pickup the receiver and have a dial-tone like normal. Currently, there is just silence.

When a call comes in, there is only one-way communication; either only the caller can hear the employee or visa-vera... not sure which.

It seems to be a problem for one DN and have tried hot desking that DN to multiple phones with the same result. Hot Desking a different line worked fine.

Any ideas?

 

[SupportDude]

Kind of sounds like a network issue.
If you remove "hot desk" does it work normally?

-SD-

http://www.mysupportguy.net

 

[adminkirk]

Yes, everything is fine in that scenario.

 

[SupportDude]

Strange one!
Are you current on patches?

-SD-

http://www.mysupportguy.net

 

[adminkirk]

I'd like to assume so - I'm just a regular Joe w/o access to the Nortel site to pick those up. Our vendor provided me with some updates about 2 months ago.

I'm going to see if it is a repeat issue today, hopefully the gremlins left. If not, I'm going to reset the phone, cross my fingers, and report back. But if you or anyone thinks of anything let me know.

Thanks!

 

[SupportDude]

These are the current patches for BCM 4.0

BCM.R400.SU.Desktop.018-201104
BCM.R400.SU.System.029-201012

-SD-

http://www.mysupportguy.net

 

[adminkirk]

It looks like I've got the latest System, but am back on 017-201005 for the desktop. Is there any way to get a hold of those updates without the 2 week process I currently have to endure with my vendor, only to have the FTP it over to me and let me install it?

The hot desked phone did it again, so I reset it, and when it came back to life, it worked as it should have.

 

[SupportDude]

The Desktop patch won't change anything.
The latest just includes an update to Unified Messaging for compatibility with Outlook 2010.
On the patching issue ... check my site out sometime.

Very strange issue.
Are all the sets running the same level of firmware?

-SD-

http://www.mysupportguy.net

 

[adminkirk]

Yeah, all the same firmware. Her phone displayed the same symptoms today, but without being hotdesked. The call would go through and neither party could hear each other. I swapped out her phone and will see what happens.

That update will be useful...we just bought a few Office 2010 licenses. Any way to get that w/o having credentials to the site?

Thanks again!

 

[SupportDude]

It is possible that you have a bad PEC.

You don't actually have to use Unified Messaging for Outlook 2010.
Here is a workaround.


Note: CallPilot v4 or v5 Desktop Messaging client does NOT need to be installed; regardless, if you attempt this you'll receive the error "Either there is no default mail client or the current mail client cannot fulfill the messaging request. Please run Microsoft Outlook and set it as the default mail client." which you can safely ignore; Outlook likely IS set as the default mail client already. I uninstalled mine completely.

Open Outlook and select File>Account Settings (or access the Outlook Mail Profiles via the Control Panel>User Accounts>Mail or change the Control Panel "View by:" option to "Large icons" or "Small icons" and select "Mail")

Within the "E-mail" tab, click "New", select "Manually configure server settings or additional server types", click 'Next"

In the "Add New Account">"Choose Service" window, select "Internet E-mail"; click "Next"

In the "Add New Account">"Internet E-mail Settings" window, Enter "Your Name:", an "E-mail Address" in a valid format, change the "Account Type:" to "IMAP", enter your Callpilot IP or DNS address in the "Incoming mail server", enter your organizations' existing SMTP server's IP/DNS address in the "Outgoing mail server (SMTP):" block; enter your voice-mail box extension in "User Name:" (e.g. 101) and your voice-mail box password under "Password:" (e.g. 1111); leave the "Require logon using SPA" box unchecked

Click "Next" to test the settings; or click "More Settings" to make some refinements, primarily which would be under the "General" tab on the "Mail Account" block; change the name here to better title the resulting .pst file that will be created.

After this, you're done and pretty much back to what you had under Outlook 2007 and before.

-SD-

http://www.mysupportguy.net