Issue picking up Keylines from hold - SIP trunks

[kwbMitel]

System: 3300 vMCD
Rev - 5.0 SP2
Set type - 5320
Trunk Type - SIP - via MBG gateway

Scenario:

- Incoming call via SIP terminates to Hunt group
- Hunt group members are keylines
- Keylines are programmed on 2 5320 sets

After the call is answered and put on hold, only the phone that initiated the hold can retrieve the call. Either phone can answer the initial call and either can answer once the hold expires and recalls. When tested with an internal call, the call can be retrieved by either station so the issue appears to be trunk related.​

Thoughts? Suggestions?



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What's most important is that you realise ... There is no spoon.

 

[wireman50]

Are they keylines or multicall keys? If they are multicall then only the holding station can retrieve so you would need to use call park in that scenario (or group park if you want to be able to retrieve with a key and you ahve spare keys on the handsets).

Keylines programmed as keylines (i.e. not actually programmed as multicall) should be able to be retrieved by any phone that has the key programmed.

The difference is in what you need to do with the lines. For instance if you have a DDI for support and you recieve more than one call at once then you would programme a multicall so the line didn't become busy once a call had been answered; keyline will only accept one call then it is busy.

 

[wireman50]

and nowe I feel stupid looking at who was the origional poster - crawls away and hides in a corner...sorry KWB must pay more attention.

 

[wireman50]

To try and make up for above faux paux....have you tried setting the 'avoid signalling hold to the provider ' setting? This was a work around for a different problem (MOH issues in the UK causing lines to be dropped when on hold) but seems to be in the right area.....just a thought that the hold may be at the SIP provider as well as the Mitel?

 

[kwbMitel]

No worries wireman50 and thanks for the chuckle.

I'll try toggling that option to see what happens.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[kwbMitel]

Update:

The issue appears to be related to the devices being designated as Multi-Device instead of Full Service.

When they are changed to Full Service, they operate as expected.

I've put in place a work around by programming a Group Park key but I intend to report this to Mitel.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[LoopyLou]

Interesting. Trying to keep a bit of the list of the different issues that could occur when multi-device licenses versus regular licensing is used. With the new UCC packaging that is being offered you might see more of the mulit-deivce installations.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[kwbMitel]

I took this to my Technical Account Manager after TAC was less than helpful.

From my review of the case notes and investigation of the doumentation associated with MDUL,
and MDUG in my opinion this is expected behavior (design intent) for this configuration.

As you have discovered 1 option to address the issue is to "upgrade" to "full service" to provide
full telephony functionality. However full service does consume a license.

I believe the following extract from the Help Files although not specifically referencing hold retrieval
does detail the capability of MDUL/MDUG with respect to "access" to lines

• MdUG member devices, as with PRG devices, can have line appearances. Unlike PRGs, how incoming calls on the lines are presented to MdUG members and whether the lines are accessible is based on which of the MdUG members devices is active.

One option you could consider would be to submitting a DCR via MOL to request expanded capabilities for the MDUL as well as additional documentation/detail for the functionality..

Personally, I still think they don't get it. We are still talking about 1 call active not being able to be picked up on a different set. This does not break the MdUG model.

I don't usually debate such things with my TAM though. My respect for that relationship supercedes this issue.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[LoopyLou]

The problem is with the new UCC licensing packages we are going to see a lot more multi-device licenses.

The beatings will continue until morale improves.