MiCollab Divert Issue

[betterservices]

We are running the latest version of MiCollab client and Server. We have come across an issue where randomly some of of users phones divert straight to voicemail, even when the user has a status set to in the office and the client is set to Use PBX Default when on phone or not answering. There are no visible diverts from running the locate feature extension. Any ideas?

 

[sarond]

Do you have access to Mitel KMS?

Look at article SO4454 Unable to call MiCollab Client.

It may help.

 

[betterservices]

I dont have access to Mitel KMS

 

[sarond]

Title
Unable to call MiCollab Client

Symptoms
MiCollab Client connected as Teleworker.
Outgoing calls work OK but incoming calls are not presented to the client.
Client gets multiple 'Missed Call' pop-up messages.
Environment
MiCollab 8.x
MBG 10.x
MiVoice Business 8.x and 9.x

Cause
Mismatched config in MiVoice Business compared with the Teleworker MBG.

SIP Device Capability for the DN in MiVB by default (normally 71) sets 'Require Reliable Provisional Responses on Outgoing Calls' = YES
In some cases MBG > Settings > SIP Options > PRACK support is left unchecked.

MBG capture shows MIVB initiates a call towards MBG with 'require: 100rel' to indicate PRACK is required. MBG responds with '400 Bad Element' as it cannot meet the requirement.
The call fails after several attempts but the client gets a missed call indicator for each attempt via MiCollab server.

Resolution
Resolve the config mismatch by enabling PRACK support in the MBG.

 

[betterservices]

I've found the problem. It seems when MiCollab goes from Deskphone to Softphone it works fine, but going back to Deskphone from Softphone is the issue. it makes you absent in the ring group.