Voicemail key and MWI failed

[JCCDM]

Morning All,

I have a cluster of about 8 MX 3300 controllers on version 13.2.0.17. Something has happened over the weekend because the voicemail seems to be playing up a bit.

People can still dial into their voicemail fine if they dial the extension or full number directly and they are asked for their password but if they try and press the voicemail key (flying envelope), it asks them for their mailbox number and the only plays their greeting. I told them they can get around this by pressing the mailbox number followed by *.

I went to the call coverage services, updated the IVR and voicemail tab as it should've been set but it still doesn't ask for the PIN.

Other problem is that now the message wait indicator wont turn off either.

Any help or advice on where to look / check in the controller and or Micollab would be appreciated.

Thanks

 

[kwbMitel]

Check the feature of a phone with VM active

Locate Feature Ext XXXX

I suspect you will see Dialed Message Waiting instead of Call Back Message

We need to know what type of voicemail

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

 

[JCCDM]

Thanks for that, I have already done a little bit of this...

when I did the Locate feature extension, it shows:

The number refers to a Multi-device User Group.
Pilot Number: 1252
Members: 1252,1*252
Hot Desk : 1252 Login active at *8*1161
IP Device ID: 688
Circuit Location : 1 3 6 63 1
Extension : 1252
Active Features :
Message Waiting Lamp On
Callback Messages : 1
Phone Lock: UnLocked
Service Level: Multi-device
Zone ID: 1

Primary Element : LEID 183 - Routing Digits : 5901 *
Secondary Element: CEID 184 - Routing Digits : 5902

It looks like its just a call back message that's been left. when you say type of voicemail, is this what you refer to?

I have also tried FAC for turning off the MWI, I noticed a FAC for callback cancel, does anyone know what this would do?

Thanks

 

[kwbMitel]

Type of Voicemail. i.e. Nupoint, Embedded, 6510, other?

If Nupoint or 6510 are you using MiTai MWI or something else?

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

 

[JCCDM]

I get you now... Its a Nupoint and we are using Matai for the message waiting 1

 

[Billz66]

set system wide callback timer to 1 ( lowest)
wait 1 hour and it should be gone

also disable the dialled send message cos option for callback - stops MW lamp

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

 

[kwbMitel]

Billz66's suggestion may get rid of the lamp but it will get rid of ALL lamps if successful

I once saw an issue such as yours where the VM ports COS was changed and no longer had the VM option enabled.

I only discovered it when I removed ports from the hunt group and then tried to put them back.



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

 

[JCCDM]

Thanks for that guys, I have read the option that Billz has mentioned but I am waiting on confirmation from the customer to see if that is an option they might take (most likely not tho).

I will have a look at the cos for the VM ports as well, I checked the COS for the user but hadn't thought of that.

I also saw there was a "Callback - Cancel" Feature access code... just wondering what this feature does and if it might help here?

Thanks all.

 

[kwbMitel]

The best way to clear a message from a display set is to have the COS option Message Waiting Inquire enabled

This allows a display set to view / read / erase a message waiting

For non-Display phones you can set up a phone with the same COS as a VM port and add it to the VM hunt Group. From there you can dial the Message Waiting Deactivate code to turn the message off.

There is a comprehensive FAQ for manipulating VM message lamps
faq1329-7159

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

 

[Billz66]

Yes My bad i should have mentioned we only remove the dialed send message from end user cos

is there yet a way to remove the call me back prompt from the softkeys completely

That seems to be our biggest complaint from customers regarding these unwanted callbacks

they don't want to use the feature but the staff cant stop themselves from pressing it.

if we could remove it from being seen it would stop these callbacks from being generated in the first place

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