IP3300 and NuPoint Messenger 9.0UR2

[wb575]

All,

We are running 2 IP3300's with IP, Digital and Analog phones. I have been working with our local Mitel tech. on a reoccurring issue and each time he says it is fixed. User continue to experience an issue where they are left a VM and never get notified of it(flashing light or stutter tone). The same can be said in reverse where a user does not have a VM and their light will not shut off. Each time this happens I can run a lights test on the exention and it will correct the issue. Have anyone else come across this and if so what was the resolution? Does anyone feel the upgrade to 10 would help with the issue?

 

[NISD3300]

wb575,
Is this happening on all phones or just a few? If it is just a few, make sure message waiting type is set to DTMF to PBX for the problem sets.
I had a problem where the light would come on and then turn off after about an hour. I had to increase the time on the Callback Cancel Timer under system options in the 3300 to 12 hours, it had been set to 1 hour.
Have the users with the lights that will not go out access the message center manually and make sure to clear out any messages that may be there and see if the light goes out, if not make sure that Multiline VM Callback message erasure allowed is set to yes in the COS for your telephones and then try using the feature access code that is used to turn the message lights off, by dialing the access code then the extension.

Hope this helps
NISD3300

 

[wb575]

I can go to a users phone and dial the access code to turn the light off, but what I am look for is a perm. fix to this. We have been using the lights test from the NuPoint and the access code to put a get us along. It does happen on analog, digital and IP phone but not all them. This is an interment issue but cause some hardship when a sales person is not notified of a VM.

 

[NISD3300]

Do the message lights come on when you leave a test message for one of the phones? Do any of the users say that the light will be on when they leave their desk for a while and then come back and it is off? The reason I ask is I had alot of the same problems when we switched from a different VM system to the NuPoint 9.0.

 

[wb575]

When a light is on and there is no VM we can go in and leave a VM and when they del the VM the light goes off or we can do the lights test to turn it off. If the light if off and there is VM's it does not matter how many more we leave it will not come on, util we run a lights test or delete all the VM's and leave a new one. I have never had a report of the light coming on and then going out.

 

[slapin]

Have got the same issue. I'm aready thinking about TAPI scripting which will check all the VM boxes and reissue WMI feature codes...

 

[kwbMitel]

I have not worked with a nupoint since rel 7.0 so take this with a grain of salt.

with respect to the lights not turning on if there is already a message, I know there was once an option that you could enable to send message waiting requests with each new message. By default it was disabled. It was under the configuration of the message waiting port(s). It was also possible via the event monitor to track MSG Waiting requests and look for failures. Also, I would check the system option on the 3300 regarding Superset Callback messages. by default it is set to cancel msg callbacks after 24 hours and VM Messages are considered Callbacks.

 

[wb575]

Can you make that more then 24 hours. That would almost make sense because the majority of my complains about lights comes on monday morning and afternoon. If a user was left a VM on friday after they left does that mean by monday the light would be out?

 

[NISD3300]

The callback cancel timer can only be set to 24 hours, the Superset callback message cancel timer can be set to 255 hours. I set them both to the maximum and set a message light refresh schedule. I first had it refresh every day but since have changed it to refresh every sunday morning. Haven't had any problems since.

 

[kwbMitel]

Actually, the superset callback timer can be set to BLANK to disable the feature. If as you say, your issues have been primarily on Mondays, I am confident this is your problem.

 

[wb575]

I will test and report back thanks.

 

[kwbMitel]

Actually, the superset callback timer can be set to BLANK to disable the feature. If as you say, your issues have been primarily on Mondays, I am confident this is your problem.

From the Manual:

***********

SUPERSET Callback Message Cancel Timer

Enter a number in the range of 1 to 255 hours, in increments of 1 hour. This value defines the length of time for which a callback message will be displayed on a telephones LCD display. If this field is left blank the message will not be cancelled.

Note: If the 3300 ICP is connected to a 6500 or 6510 Voice Mail application through an IP integration, set this field to blank. Otherwise, the Message Waiting Indication (MWI) lamp for the connected phones will be turned off when the timer expires (24 hours by default).

****************

As the Nupoint is an IP integration I am sure that the Note applies to it as well eventhough it is not specifically mentioned.

 

[NISD3300]

Failed to mention that if you change the refresh schedule, it requires a system reboot for changes to take affect.

 

[wb575]

I ran a test yesterday where my callback time was set to 24 hours. I then left a VM on an ext. and left it. It have now been 24 hours and the light is still on.