Message waiting

[andy4uk]

Over the last few years of installing the Mitel 3300, I have experienced a few customers with a problem that always comes back to me.

The problem is they come in first thing in the morning and have a message waiting light on the handset, with NO voicemail messages and NO callbacks.

If you do a loc feature ext you receive back that DIALED MESSAGE WAITING.

Has any one come across this, and fixed it....????

You can deactivate this by doing the usual feature access code message waiting deactivate..!! it's just a hassle of having to do this most mornings.

 

[Mitelpassion]

What version are you running and what platform. I have had this many times too but after trying a few things on other installations, the problem has not come back yet.

Do you set "Multiline voicemail (something) errasure allowed" to YES for your voicemail COS?

Also if it's not a feature that you're users use, select YES for "disable send message" in the COS for the handsets.

E

 

[ianuk1974]

Hello Andy,

I recall reading in the mitel docs that if the culprit extension has a key appearance of an extension that does not use voicemail but actually has a mailbox programmed example the operator 0 mailbox and a message is left in this mailbox the voicemail will attampt to light the lamp. as there is no extension 0 in most cases but on key appearances then it lights that phone.

Ian

 

[andy4uk]

Thanks Mitelpassion and Ian,

The operating system is mitel 3300 running version 6.0.5.7

I'll look into what you have both said, Just a pain in the arse when happens...!!

 

[deanmulley]

hi guys

I posted a problem a few month back and at the time a lot of people had the same issue,finally last month we fixed the problem......it seems that you cannot use just any port as a rad port ....if indeed you are using rads ....we had a set up that we had used the last ports as rads.
We were told that the last 2 ports on the v/mail are used for the mwi and if these are used as rads it causes strange mwi symptoms...ie ..light on and wont go out ,messages left but no mwi.....the list goes on.
All we did was to change the ports we were using for the rads and stick the last 2 ports back in the v/m hunt group .........fixed it straight away.

Dont know how true this is but it worked great for us......not sure if it helps you but its just an idea

regards

dean

 

[andy4uk]

Hi Deanmulley,

What port numbers are you now using for the rad and have you put all ports in the v/mail group?

Cheers Andy

 

[TheMitelGuy]

Actually, only the last port on the 3300's voice mail is used for message waiting (not two).

You MUST ensure the port is setup only as voice mail, not as RAD or RAC (Record-a-Call).

 

[MitelTech]

That last port also needs to be in the vmail hunt group. If it gets removed from the vmail hunt group for whatever reason the system (voicemail) will start using dialed message waiting instead of callback messages.
Here's my take on what may have happened:
1. last port was removed from vmail hunt group, causing the system to switch to dialed MW.
2. extension is the 1st member of a multicall group that does not have a physical DN associated to it *and* that multicall group has a mailbox too. Messages being left in the mailbox will light the lamp of the 1st member of the group. This also applied if the extension is the 1st member of a hunt group *and* the hunt group has a mailbox associated to it.

Let us know if that scenario fits with what you see.

 

[deanmulley]

mitel guy

Thanks for your comments.....i agree with what you say as this is what mitel told us ,but in this case it did not work with just the last port ...???? we in fact had to change the last 2 ports (checked after the post and change the config again back to how it was and the prob was there again) not sure why this is as as you guys seem to be more tech than i, but just wanted to pass on what we had experianced in order to help others......maybe a 1 off or there is somthing else in the config that makes it that way......ideas please...?

 

[TheMitelGuy]

How many users on the system, please?

 

[deanmulley]

mitel tech

Again thanks for your reply always good to have guys like you around for advice.
It was as you said not in the vm hunt group..(please explain what dialed message is as ive not come across this term before)
The extention was not the first member of multicall group there are aprox 25 users per mulicall group max of 3 groups all were getting seperate symptoms.yes no physical dn just key rep for dn
Yes dn has had mail box also.
No all members with dn on a key had the issue all be it symptoms were not the same with the three groups of users.

can you tell me if the port issue is documented anyware as i havent yet found it.

thanks again for your input

regards

dean

 

[deanmulley]

mtel guy

good your around as im in need of advice for the future.....last count around 120 users i guess...? it was only the guys with multi call keys with mail boxes for the dn for these on the phones....works fine now but didnt get the tech answer i wanted from mitel and it took months for an answer....not good so would like to get to the bottom of this one as it went on for do long

thanks

dean

 

[TheMitelGuy]

I have to look into some engineering specs. I will get back to you (before the end of Friday). I have to see something, but I will answer this for you.

 

[deanmulley]

mitel guy

Many thanks again...look forward to it

thanks again

dean

 

[TheMitelGuy]

ARE YOU SURE YOUR ISSUES IS GONE? This just does not make sense. I know what's going on under the hood, and based on what you have said, I can't imagine your problem is gone. If it is, I would say it will reoccur again.

Has MTS (Mitel Technical Support) closed this case?

 

[MitelTech]

Dialed message waiting=User or voicemail uses "message waiting-dialed" feature access code to light lamps.
Callback message=user or voicemail uses the "Message" key to light lamps.

If a user presses their "message" feature key (SS420, 4025, 5020, 5220) while ringing another set, it will light their lamp, leaving a callback message. Try it. Just make sure "Disable Send Message" is not enabled in the sets COS.

 

[TheMitelGuy]

Actually the EMEM does not "dial" them. By enabling that feature, you are permitting the softkey functionality to appear. The EMEM is really a set of 4150s built right on the board of the CX/MX/MXe/LX controller.

I will update this by Friday.

 

[MitelTech]

Try removing the last port from the voicemail hunt group (port 20 or 30 depending on config) and watch what happens. Trust me, it will start using dialed message waiting.