No Audio from ACD Extension when calling internally or externally - MCD 6.0 SP1

[Lcorriero]

We have an ACD extension that cannot get any audio when making or receiving calls both inside and outside the company or to voicemail.

We have tried multiple phones, re-creating the extension, etc.

We ran the resource command and traced the PLID of the call, but do not see the other party complete - we only see >>>>> Other Party for Call Process 7 0071 and then **** CONFERENCE CALL **** below it.

Also we get some odd events logged when making any calls regarding Feature Active and Silent Mon and also Unexpected Message, Offset every time we call from this extension.

We also use OAISys for call recording.

Any suggestions are appreciated.

 

[Billz66]

system type software version ?
handset type ?
is handset using same cos as others
are you saying that the phone can make/ recieve calls but there is no audio
does problem exist on handsfree and handset
is the IP address subnet gateway of the phone in the sma enetwork as a phone that works

If I never did anything I'd never done before , I'd never do anything.....

 

[Lcorriero]

It's a vMCD version 6.0 SP1.

Handset type is pretty much irrelevant, but has been tested on 5330,5330e and 5360 since we hotdesked into multiple phones to test extension in multiple different subnets.
Phone is in same COS as others.
When calling you hear ringing until the remote end answers, then silence both ways even when calling voicemail.
Problem happens regardless of via handset or speakerphone.
All IP settings are the same.

Thanks for the help. Please let me know your thoughts.

Some how I feel like there is something going on with silent monitoring or another extension trying to silent monitor this one from the maintenance log messages and due to the fact I wiped out the entire extension and recreated and still have the same issue.

 

[Waldosworld]

Moving set to different port (known working) change anything?
If silent monitor is envoked a conference will be established.
Tried remote clear all features?

 

[AlphaMann]

Have you checked the extension running locate feature extension from the main command?

 

[Lcorriero]

To answer both questions above:

It's a virtual system and we have hotdesked into the extension from multiple different phones and locations, so unless we are switching some sort of virtual port associated with the extension, that does not seem to be the issue.

I have tried clear all features and checked locate feature, but see no features turned on.

Is it possible another extension has the setting of silent monitoring associated with this extension? From the maintenance commands when I do a call trace, it looks like a conference is getting established.

We ran the resource command and traced the PLID of the call, but do not see the other party complete - we only see >>>>> Other Party for Call Process 7 0071 and then **** CONFERENCE CALL **** below it

How do I do the remote clear? Would this matter if I cleared the features while logged into the extension directly?

Thanks again.

 

[Billz66]

Its looking like you will need to get assistance from Mitel or reboot the controller .
From whats happening , it does appear that its the 3rd party extension that's attached itself to this extension .


If I never did anything I'd never done before , I'd never do anything.....

 

[Lcorriero]

Contacted Mitel and got this solved. It was a bug. Had to go to VMCD rename the extension or rather renumber the extension, which someone held the hotdesk/ext active and then recreated a new extension with the non-working extensions correct extension and audio was immediately restored.