Nupoint Mailbox error

[Rockza]

Hi all,

I have an issue on Nupoint 4.2 with an extension that will not call the correct mailbox when dialling the Nupoint hunt group or when pushing the message button. It appears as if it goes to a different mailbox. I can access the users mailbox from another set by pushing * and then set it up. But if I dial Nupoint it says welcome and then pauses instead of giving me the extension number or name once set up.

I am guessing the Nupoint is pointing this extension to a defferent mailbox. I have rebooted both Nupoint and the 3300 (which is on MCD 4.2).


Any thoughts?

 

[boycey9]

How many 3300's do you have, If the nupoint is on a remote system then it could be that you dont have a remote directory number

 

[kwbMitel]

On the 3300 the message button does not do anything until it is activated

When activated it will call the sender of the message

If it is not calling vm then it is likely that some other device set the lamp

What does the system tell you with the maintenance command locate feature extension XXXX

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

 

[dryaquaman]

Here's a detailed explanation as to why this happens:

http://www.mitelforums.com/articles/vm-light-flashing.php

bottom line: From the phone with the lit light call the phone who's VM box you're getting or use the msg wtg menu on the phone and erase it.

Dry Aquaman

http://www.university-music-on-hold.com

 

[augustD2]

If you dial the voicemail hunt group from your set and seem to go on a different mailbox, I would look at your mailbox in Nupoint.

Let say your extension is 1000.

In nupoint, go to mailbox 1000 and make sure that the extension associate to mailbox 1000 is also extension 1000.

 

[kwbMitel]

I would be more inclined to believe that there is a mailbox on the internal EMEM that has somehow received a message and set the lamp, but many things are possible.

Rockza, it's not polite to ask questions and then ignore the responses.

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

 

[Rockza]

Sorry kwbMitel, I'm in South Africa so the time difference has me out of synch with you.

Maybe I should explain a bit better. I have erased the user from Nupoint and checked that the dir is also removed from the Mitel.
I have rebooted Nupoint to try make sure that any onconsistencies are set right. I then create the user and register on a device.
When I call the Nupoint trigger, it says "Welcome ........ please enter your pin". It does not mention the dir number, which on a new mailbox, it should. You then enter the pin that has been set but it does not except it.

If I leave a message, the indicator does not flash. This is why I am guessing that for some reason, Nupoint has pointed the dir to a different mailbox. This is a standalone 3300. There are about 400 users and this is the only box giving issues. I have chacked the mailbox settings and compared to a mailbox that is working fine.

Ian

 

[dryaquaman]

How are you calling the NuPoint? Are you dialing the hunt group directly or are you pressing a button that rings to VM?

Next thing to check is the actual number of the phone you are calling from. If you call another display set what number shows.
Remember that 1234 and *1234 or #1234 are unique numbers.

Ralph

http://www.university-music-on-hold.com

 

[kwbMitel]

Your latest description was much better, thanks

Assuming you've done everything correctly, figuring out which mailbox is answering will be key to identifying the problem.

Check you mailbox list for any mailboxes that are locked due to bad passcode count

Try to login 5 more times on the mailbox

See if any mailbox is now locked that wasn't before

If yes- found it, if no, unlock the others and try again

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

 

[Rockza]

Hi Dryaquaman, I call through both and both do the same. I have checked and re-checked the directory numbers to make sure I am not being silly.

Thanks kwbMitel I didn't think of that. I will give it a try and let you know!

Ian

 

[Rockza]

Thanks kwbMitel. I found the locked mailbox and it turns out it had the problematic dir as an alternate extension.

Much appreciated.

Ian