Mitel 6510 Messaging Server

[lmb2]

I have a few users who, when accessing their voicemail box, are prompted for their password and after they put in their password are either prompted for it again or are sent to the root menu. I've even had a few get the message "Thank you, goodbye."

At first, I wrote it off to incorrect password entry, but I changed the number of entries before locking account to 99. It continued to happen, it just didn't lock their account, so I figured there must be static in the cable or a static lock on the phone NIC.

If I unplug the network cable from the back of the phone and plug it back in, it doesn't fix the problem. But, if I unplug the patch cord at the patch panel and the network switch. This seems to release any static that may be in the line and they are once again able to get into their voicemail.

Has anyone else experienced this problem?

 

[Lundah]

What PBX, software release, and phone types are being used here? What release is the 6510 running?

 

[kwbMitel]

The 6510 has a log that tracks every digit received on every port.

I believe it is named MBX.Log or some such in the VServer Directory under Logs.

This file has saved me a lot of grief by proving that the customer is misdialing.

Not sure if misdialing is your issue but I'm sure the log will help regardless.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[lmb2]

Sorry...guess the version information would be helpful.

6510 is version 2.0. We have 2 resilient 3300 ICP's on version 7.1

For the most part we are using 5224's with a few 5220's and a couple of 5340's. The user phones don't seem to be retstricted to one particular model. Not all users are on the same network switch or in the same vacinity within the building, some are on different floors. All are on the same 3300 as the secondary controller is strictly for failover.

Thanks for the heads up on the MBX.log, I'll check it the next time the problem is reported...but I have reset the user password in the past and then tried it myself with the same results.

 

[Lundah]

What specific 7.1 release is the 3300's? Might be a known issue out there on that release contributing to this, I think there were a couple of bugs in the 7.1 stream that had one-way audio as symptoms.

 

[lmb2]

7.1.3.4_2

If it were a one way audio issue...would this not happen to all users instead of just a few?

 

[Lundah]

Being IP, it really depends. What's the network setup look like? Are the users that are having issues crossing a firewall in the path between the IP set and the 6510? Just a hunch, but I'm guessing there's a required TCP/UDP port being blocked somewhere along the way.

 

[kwbMitel]

The MBX.Log overwrites everyday, so if you want it to be useful you either have to back it up daily or deal with it the same day the issue occurs.

I wrote a quick .BAT file to copy the file to another location daily at 23:00.



*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[lmb2]

If it was a UDP port then it wouldn't be an intermittent problem. This doesn't happen all the time just occassionally...