Multiple Problems

[jammanter5]

I have a couple of different problems that I wanted to see if anyone knew about.
Unfortunately, I inherited this Mitel 3300 system and I'm not overly familiar with it.

1. My specific voicemail doesn't work correctly and any calls never make it to the voicemailbox. What happens is that the caller is sent back to the main menu and it continuously loops back to there. I've deleted and recreated it multiple times with no effect. I tried forwarding it to email but that didn't make a difference. Anyone have any ideas or run into that before?

2. I have two users that I'm trying to forward their extensions to their cell phones. When I try to add the Speedcall number, it tells me the it is already defined in the directory and errors out. I've read up on it and tried looking at these sepcific extensions to see if they are routed somewhere or included in a route-always group but they are not. Anyone know of any other way to overwrite these numbers or even see where they are being linked?

3. We use 5220 phones, yes they are aged. I have one phone that is stuck with "Logged Off" on the console. We have tried resetting it a few times and reassigning the number but it has no effect. A previous user had the phone and had no problems with it, but now it is stuck in this mode. Does anyone know how to bring it out of this mode.

 

[kwbMitel]

Assuming that this system is a SX-200 based upon question 2

1- The phones will only automatically route to voicemail if the proper tenanting options have been defined in form 19. Otherwise the phone needs to be forwarded to VM

2- When forwarding externally, you must forward to a speedcall. This is either a System Speedcall as defines in form 31 or a Personal Speedcall as defined on a key of the phone. When forwarding and the system is requesting the destination you either enter the System Speedcall Access code or press the keyline that holds the number.

3- The phone has ACD Login/Logout in its Class of Service options. Change the COS to a standard one.

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

 

[Rockza]

1. Check that your extension is being forwarded to the same voicemail huntgroup as an extension that works. You said your mail box so I am assuming there are extensions that work.

2. Have you tried to use the feature access code? Under system settings look for feature access codes and look for call forward always. You may need to enable the call forward external in the users COS. then you can programme a call forward always button and the user can turn it on and off when they like.

3. Sounds like the phone was setup for hot desking or ACD. Look under multiline IP sets and you should see one of these was selected.

Ian

 

[kwbMitel]

For the record - Rockza has assumed you have a 3300.

Maybe next time you should help remove the guesswork?

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

 

[619Tech]

It does say he inherited a Mitel 3300; just sayin...

@jammanter5 - including system model and software version will help get you the most accurate answers to your questions/issues.

 

[kwbMitel]

Re-reading I see it now, I get so used to not seeing it I get a little touchy sometimes

Ok - 3300
1 - Probably need to set the rerouting in the call rerouting form - compare to other phones that work.
2 - When you are forwarding are you remembering to enter the ARS access code (9+ typically)
3 - Uncheck the ACD option in the User and config form (Depending on SW version)

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

 

[LoopyLou]

1). Not sure what you are talking about in this item. You have deleted and recreated what???? What VM is it the embedded? If the extensioin number of the phone doesn't match that of a mailbox it will go to the main menu. Make sure the extension number matches the mailbox number. Also supply more details.

2). If it says the speed dial is in the system it most likely means the number is used somewhere. Try another number or go to maintenance and dos a loc number command.

3).As others have said logged out means it thinks it an ACD set. Change its COS.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[jammanter5]

Hi everyone. Thank you for all this good information.

The software version is 3300 ICP Call Control 39.0.3.15

Here the updates:

1 - Probably need to set the rerouting in the call rerouting form - compare to other phones that work. This was the problem and is fixed now.
2 - When you are forwarding are you remembering to enter the ARS access code (9+ typically)
3 - Uncheck the ACD option in the User and config form (Depending on SW version). this was the problem and is fixed now.

For number two above, I'm still not able to find one of the extensions. It still comes up as "Line not in use" in the maintenance shell.
The other extension which is mine still comes up as being defined elsewhere.

I went through all the replies and tried everything in there, but no good.
Just wondering if anyone had any other ideas on how to track it down?

 

[kwbMitel]

For number 2, I have no idea what a Maintenance Shell or line in use error has to do with forwarding a phone.

Instead of telling us what you are seeing as results, tell us what you are doing to achieve them and what your desired result is.

Forwarding is typically: Enter Forwarding Feature code, then destination - done



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

 

[wireman50]

I have known a forwarding issue with certain setups where it will not accept a DN for a forwarder but will accept a system speed call withe the DN set in that. So forward is either:

Enter feature code and full DN including 9

Enter feature code with a System speed call referencing the DN

I even had one where it was enter feature code and enter DN excluding the 9

(9 is used for line access in all cases). Never did get to the bottom of the why though, life is too short.

 

[LoopyLou]

as KwbMitel says you need to indicate what exactly you are doing becuase you statements make little sence.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[jammanter5]

Lol, sorry for the confusion. I have a Linux shell background and it is similar thats all.

What I referred to as the maintenance shell is simply the Maintenance Commands option.

I did the Locate Number and the Locate Extension to try and track it down and they both come up as "Line Not in Use"

The other number which is mine says the same thing on the Maintenance Command

I've gone through every option I can see to track it down within the consoles.

 

[kwbMitel]

What number are you trying to locate? Why? To what Purpose?

Try anticipating questions and be proactive.

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

 

[jammanter5]

I am trying to locate the two numbers that refer to this original problem.

2. I have two users that I'm trying to forward their extensions to their cell phones. When I try to add the Speedcall number, it tells me the it is already defined in the directory and errors out. I've read up on it and tried looking at these specific extensions to see if they are routed somewhere or included in a route-always group but they are not. Anyone know of any other way to overwrite these numbers or even see where they are being linked?

Both come up as "Line not in use" within the Maintenance Command "LOCATE NUMBER" option.
Both come up as "Line already defined in the directory" when I try to forward the extensions to the numbers.

 

[wireman50]

You have looked in the telephone directory to see if the number really does exist in there?

 

[jammanter5]

Yes, I did go through the directory to try to find it.

 

[jammanter5]

Update on this.

I deleted the extension and recreated it.
I then assigned it another IP phone like I was setting up a new one basically.
Unfortunately, the same thing happened again when I tried to assign it to a speed call number.

Questions:

Can the forwarding button be assigned to the phone and then change the number it forwards to on the physical phone?
Can the the physical Phone buttons can be setup when logging in to the system?

 

[wireman50]

How are you assigning it the sppedcall number? Because that and diverting are two different things?

What precisely are you trying to achieve?

Physical phnes buttons can be setup useing the group programming function of the ESM or actually in the ESM using multiline set key assignment foorm

 

[LoopyLou]

I deleted the extension and recreated it.
I then assigned it another IP phone like I was setting up a new one basically.
Unfortunately, the same thing happened again when I tried to assign it to a speed call number."

Based on your statement I think you are confusing how to setup a speed dial and forwarding. You create a speed dial containing your trunk access code and the cell phone number you want to forward the internal extension to. You then go to the phone and forward it to the speed dial. The call forwarding key you can program on a telephone is a simple on/off toggle. You still have to forward the phone to the speed dial.

an example. Cell phone 604-555-1212. Trunk access is via 9 your extension is 5000. Create a system speed dial 6000 that contains 96045551212. Go to extension 5000 and give it a forwarding button. Go into settings on 5000 and and setup the forwarding for always, busy or no answer ( what ever you want ) to speed dial 6000.

I think that's what you are trying to do. If the class of services and class of restriction are setup right you should then be able to forward 5000 to a cell phone.


I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[jammanter5]

Hey LoopyLou,

Thank you for the information and no I wasn't confusing on how to do it
It just wasn't working the way it was suppose to going by the directions.

However, we did rectify it today as it looks like the mailbox needed to be deleted prior to deleting the extension.
I deleted the recreated mailbox and then the Ext and then it allowed me to create it as a speed dial.
Still not sure what the difference is or why it matters which order, but I'll take it.

Thank you everyone for the information and helping take care of all of these problems.