Mitel External Hot Desk

[MitelEngineering]

I have a Mitel 3300 MXe running MCD 4.0 SP3 and seem to be having a problem with External Hot Desks.. This is a new feature for this customer so would never have been working before.

I have created a new Hot Desk User with a PIN and enabled the 'External Hot Desk' feature as well as a dialling prefix and mobile number. I can see from the licence form that a licence has been used. All the relavent FAC's are present also.

Within the COS I have set the Hot Desk External User options (tried various methods), as well as hotdesk login accept and remote logout enabled.

Whenever I call the User, it just displays 'Out Of Service'.. I have tried 'locate feature extension', which says the Hot Desk number is 'Login active externally at xxxxxxxxx', so I cannot see why it isn't working.

The users COR has full access to all numbers, as does the phone I initiated the test from and system trunks (ISDN30).

Has anyone seen this before..

 

[kwbMitel]

I set this up recently and I used the simplest method possible without issues.

Hotdesk user setup with External Hotdesk Enabled with ARS dialing prefix and Outbound number.

Hotdesk User COS has normal option plus - Hot Desk User Permanent Login - External Only set to "Yes".

Hotdesk User Has COR to allow outbound calling

Created Personal Ring Group with Deskset Extension as Master

Added Hotdesk User to Ring Group.

Worked like a charm.




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

 

[Maba2904]

can you call the external number directly? with / without the ars dialing prefix.

 

[MitelEngineering]

The external mobile phone number can be called from any desk phone without problem. Just as a test, I logged the External Hot Desk number into an internal phone and this worked fine and I was able to call it from another extension.. I then logged out and re-enabled the external login, but still the same issue.

I think the issue is nothing to do with the External Hot Desk setup, but more likely a COS issue (or similar) with the trunks..but I cannot find out what!!

 

[Maba2904]

Can you test the following to make shure the cor is right.
log in with your ehdu number on an internal phone and then call the mobile number. If this says not allowed it mains the COR is wrong. you need to go to station service assignment and set the right COR to the ehdu.

 

[LoopyLou]

what do you mean with "re-enabled the external login" Have you done what kwbMitel suggests and create a COS with permanent login and assign that to the extension of the EHDU?

The single biggest problem with communications is the illusion that it has taken place.

 

[MitelEngineering]

Yes, permanent login is enabled..but as I said in the previous comment; as a test I logged the External Hot Desk number into an internal phone and then when the testing was complete I had to log out again and this obviously showed the extension as logged out whether COS - permananet login was on or not. So I carried out the proceedure to log in. It then showed the user logged in as External...etc.., but still I couldn't call the EHDU (Out Of Service)..

 

[isrm]

If the user has permanent login enabled in the class of service the external location will become active when you log out from the IP phone.

The COR check mentioned by Maba is only check the station COR. You also have to check that the caller and EHDU are not COR restricted from the trunk or route.

 

[MitelEngineering]

There is a pretty standard COR policy for all devices/trunks on this site; that is that only premium numbers are barred. All other call types are allowed on all other devices.

 

[Mitelmatt]

MitelEngineering, jus need to clarify something:

Are you trying to set up twinning, i.e. you set up a dummy Hot Desk user and the associated it with the mobile then created a Personal Ring Group with the Main Hot Desk and dummy hot desk, or are you simply using the external Hot desking feature on a Live Hot Desk number.

It is important to understand which option you are trying to achieve to work out the issue

 

[MitelEngineering]

Hi Mitelmatt. The end solution will be Personal ring groups, but I didn't want to throw that in there when the problem is just with the EHDU at the moment. The personal ring groups work fine with other test numbers as secondary members, but they don't work with EHDU numbers due to the main issue I have. I'm trying to deal with the EHDU problem separately, as I'm certain that once this is resolved everything else should fall in to place.

 

[phoneman429]

I don't know if ISDN 30 is the problem having 2 "control" channels, but trying enabling answer confirmation, it's required for POTS, and we had an issue where the desk set would only ring once with our PRI (23B+D), apparently the wireless providor made the PBX think the call was answered and stopped ringing the set, enabled and all was good. It's about the only thing that hasn't been suggested.

 

[Mitelmatt]

Miteleng

I understand, when you dial the dummy number associated with the external number does it say Out of Service?

If so busy it and rts it

 

[LoopyLou]

matt: from original post

Whenever I call the User, it just displays 'Out Of Service'..

The single biggest problem with communications is the illusion that it has taken place.

 

[LoopyLou]

Mitelengineering: Do you have public trunk in the COS of your outgoing trunks? Seemed to remember something wonky happening for EHDU when this option on. Hmmm can't recall what it was. Getting too old.

The single biggest problem with communications is the illusion that it has taken place.

 

[MitelEngineering]

Mitelmatt: Tried the busy/rts, but still the same. LoopyLou: public trunk is set in the COS of the trunks, but I my mind this would need to be on?

I'll keep looking...

many thanks

 

[kwbMitel]

The part I don't like is the "out of service" response. This indicates to me that the issue is with the EHDU not being logged in.

The system where I have this working my trunks are set to public trunks and they have the Public trunk to Public trunk allowed.

One thing I can think to try that I don't see as yet is to set the External Number to something that is actually internal. Remove the ARS access code and set the number to an extension. This will remove all doubt as to whether the issue is due to restrictions or not. If this test fails, the issue will be in the EHDU setup. If this tests succeeds, the next step would be to set the number to a speedcall that overrides toll control.

See how that test goes and let us know the results.



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

 

[LoopyLou]

You don't need "public trunk" turned on in the COS of the trunk for it to function. Try taking it out.

The single biggest problem with communications is the illusion that it has taken place.

 

[kwbMitel]

Loopylou, I think you are responding to my post about a "WORKING" system. Why would I change something on a working system?

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

 

[boycey9]

Try and simulate the situation, make a call to a phone, press the trans/conf button and dial the external number you have set on your EHDU. This will then tell you if it is possible to do this type of call with the way your system is set up.