Ring/pickup group problem

[Ceaserx]

I have a client on version 9 ur3 that have a bizarre problem.

They have cascading ring groups per department/section and are all in a pickup group. When a call comes in and someone else picks the call up using a call pickup dialed feature access code they then speak to the person but the other extension continues to ring as if the call was never picked up. When you then lift the handset of the ringing phone it is a dead call but when put down again it cuts the original handled call. This happens with 5302's. They were recently upgraded from version 8 ur5 and had the same problem.

Any ideas?

 

[Mitelpassion]

O dear, sounds like a problem for Mitel support
5302's are nasty things....

 

[UncleRalph]

Looks like the SIP phone is not getting the message that the call has been redirected so the phone keeps ringing. When the phone picks up, hears dead air, then hangs up, the phone sends a message to the controller to disconnect the trunk. Definantly a job for Mitel TS.

What version are you running now?

I'd also like to know if you are dialing a pick code for the ring group or the phone. What ever you're using, try the other. Doubt it will resolve it but it would be worth seeing what happens.

I'd also like to know what happens if you dial a phone direct and use a pick on it. Does the same thing happen? I'm thinking not. Just with ring groups.

Ralph

 

[UncleRalph]

Just thinking about it, rather than using a ring group, try adding a multicall button on all the phones rather than a ring group. Then pick the multicall number. I'm thinking that may also be a work around.

Ralph

 

[Ceaserx]

I have Mitel TS looking into the issue, will let you know as soon as i get more info. This is if there is a fix.