Mitel SX-200 ICP Night Mode not forwarding to voicemail box

[weissej]

I've got a Mitel SX-200 ICP that while in Night mode will not forward a call the the general voicemail box. I've troubleshooted the best I can, but I can't figure out whats wrong with it. Normally when it's on it will give a standard message (still works) and says press 1 for this 2 for that (works to press those numbers) then hold the line or press 0 to leave a message in the general mailbox (broken). If I press 0 it will tell me Not a Valid extension. If I hold the line eventually it tells me the same.

From other posts I gather I need to do something in Form 19, but for the life of me, cannot figure out what.

The general voicemail box is a Message Only type mailbox and seems to work properly if I call that extension from mine. So I am fairly certain the problem is that somehow the calls are not getting pushed off to that mailbox anymore.

Any pointers are appreciated.

Thanks in advance.

 

[OldTimingMan]

Check Tenant options. Sounds like voicemail is not allowed to call the operator. Look in form 5 and see if Voicemail tenant is blocked from calling operator tenant.

 

[weissej]

This seems like a stupid question, but how to I tell which tenant is the voicemail tenant? I can tell that the console and all the desktop devices are tenant 1, and in form 5 I see a star in every other column in row 1 (for tenant 1, I presume).

 

[jabbo99]

weissej, before checking form 19, I would advise you to check form 50 to see what mailbox 0s extension is set to.

 

[weissej]

The problem was in form 50. Mailbox #0 had a strange 8 digit number as the extension, once I changed that to the extension of the general message mailbox it works as intended again.

I'm guessing that box accidentally got typed into. I had noticed the strange string of seemingly random numbers that didn't make sense, but I assumed they were there for a reason.

Thanks for the help everyone.

 

[jpruder]

Sound like either the password was/is weak or the default hasn't been changed and someone tried to hack

 

[jabbo99]

Agree with jpruder. Sounds like your system was hacked. You should change your passwords. It's good practice to change them often.

 

[weissej]

It's on an isolated network, and behind a firewall. I leave the window open a lot and could easily see myself having typed into it by accident. We are replacing the system in the next few months anyway.

Thanks for all your help.

 

[jabbo99]

weissj, you clearly do not understand how hackers gain access to your system. A firewall or setting the system up on its own dedicated network will not prevent hackers from accessing your voice mail from the outside world. Yes hackers can gain access to your system via an IP connection. However, there are ways to access it via calling your hotels main telephone number that is answered by an auto attendant or if they're transferred to someones voice mailbox. Once there in, they need only dial some keys on there telephones keypad. If they're lucky, the administrator, technician passcodes have never been changed and are the default passcodes. These passcodes are not hard to discover. If the passcodes have not been changed, hackers can quickly change the 0 mailboxes extension number to a telephone number of their choice. These numbers are located in high toll fraud areas such as Israel, Caribbean Islands nations or territories etc...

I hope your service provider blocks international calls for you. Otherwise, it would be a good idea to examine the hotels long distance invoice next month. Another idea would be to check your call accounting system, if you have one. if an unusual number of calls were placed to the 8 digit number you saw in form 50, the system has probably been hacked. Actually, it may not be a bad idea to contact your service provider to let them know that toll fraud may have occurred. They may be able to look at recent activity.

Good luck

 

[weissej]

crich01. I appreciate the insight that someone can gain access via getting to someone's voicemail. I did not know that, and it is (now) yet another reason I am replacing this antiquated system.

I still further disagree with your assessment that we were "hacked". I started this thread by stating that when you press 0 during night service, which should transfer you to the general mailbox, it says "That extension isn't valid". Therefore calls were not being placed to some international country. Furthermore, 8 digits isn't going to get you to any international destination (at least from the USA), and even if there is a country with short local numbers, you still need 3 digits (011) then a country code 1-3 digits, I seriously doubt any country has only 4 or fewer digit numbers, and that's before you factor in overseas equivalents of area codes.

And my parting piece of wisdom is that people like me come onto this form for help with systems that are outside of their areas of expertise. My area of expertise happens to be networking and MIS. To have productive forms you don't want to start posts with "you clearly do not understand" else you will only serve to drive away people that come here for genuine help.

To the moderators, please close this thread. My question has been answered and crich01's comments are contributing nothing to the original question.

 

[jabbo99]

weissj, my post was not meant to be condescending to you and only to illustrate that toll fraud was possibly committed on your PBX. You asked why night mode was not transferring to a voice mailbox and I provided a reason good sir. Just purchasing a new system will not prevent toll fraud or stop your system from being hacked. The information below is something I pulled from a previous document.

There are area codes that can be reached from within the United States or Canada without dialing an international code. This is where Toll Fraud is a huge issue and should be blocked on all systems. You may want to create an “Executive” Calling Search Space which will allow any/all calls to go through unfiltered, but only at the client’s request.
242     Bahamas
246     Barbados
264     Anguilla (split from 809)
268     Antigua and Barbuda
284     British Virgin Islands
340     US Virgin Islands: St Thomas, St John
345     Cayman Islands
441     Bermuda
473     Grenada
649     Turks and Caicos Islands
664     Montserrat
670     Northern Mariana Islands
671     Guam
758     St. Lucia
767     Dominica
784     St. Vincent and Grenada
787     Puerto Rico
809    Caribbean, Bermuda, Puerto Rico, Virgin Islands
868    Trinidad and Tobago
869    St. Kitts/Nevis
876    Jamaica
900    Pay_Per_Call Numbers
939    Puerto Rico
976    Pay_Per_Call Numbers

Just saying...

 

[kwbMitel]

I still further disagree with your assessment that we were "hacked".

Well, there's your mistake. Someone tried to help you and your disagreed with their proper and accurate assessment. It leaves me wondering if while you were criticizing the help you received, whether you took a moment to wonder if maybe you were in fact wrong.

BTW, the 8 digits you observed was their LAST attempt, not their ONLY attempt. Food for thought hmmm...




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