atcomsystems.ca/forum Forums TDM Business Telephone Systems Mitel Telephones & Systems Message notification integration on NuPoint, HX5000 and Inter-tel Axxess PBX system

Hey Everyone,

I just stood up a NuPoint voicemail server here at our building. It is integrated to our legacy Inter-tel PBX system through an HX5000. For the most part it is working great however I have some phones that are not receiving message notification when they have a voicemail. I have all of the voicemail boxes configured to use DTMF to PBX for message waiting. All of the phones are consistent in which keymap, associated extensions, system forwarding and attendant they are using. Some phones on the legacy node receive message notification while some do not. I've compared multiple phones that receive and some that don't and do not see any difference in programming or in the mailboxes. I do sometimes get an insufficient bandwidth alarm on the new HX node but that is very infrequent. Does anyone have an idea as to why this would be working on some phones and not others? Any insight would be greatly appreciated.

Thanks!

Okay, the best approach is to break it into smaller issues. First, I assume that notification works consistently on extensions on the HX5000 proper. This would suggest that the problem is only with the axxess.

So, next: If it consistently works with some Axxess extensions, but consistently doesn't work with the others, the problem must be in Axxess programming.

If it works with all extensions inconsistently, or works with some consistently and other inconsistently, then it sound like a problem with the link between the devices. This could be a bad "channel" or line (is the link IP, Ear & Mouth, T-1, ??).

Possible solutions:

1.) Migrate all legacy extensions onto the HX5000.
2.) Temporarily install the NPM directly onto the Axxess and test the integration thoroughly (this will isolate Axxess programming issues from HX5000 issues).
3.) "Listen in" on an exchange in which the NPM notifies a "bad" extension on the Axxess through the HX-5000. Look for timing issues: DTMF digits arriving too soon or too late to be correctly interpreted, etc.

Thanks for the suggestions.

Unfortunately, I do not have the hardware available to migrate all phones to the HX. Since, the voicemail is in production I am unable to move the NPM to the legacy node. We have 800 plus users and I'd be looking for a new job. I'm not sure how I could "listen in". Do you have any recommendations? We are networked via T1. Initially IP networked by faxes weren't playing well.

I tried to use the NPM Console to do some light tests and all seemed fine. I then updated all extensions to use the current correct state. I did these in blocks and it seemed to work for the few test cases that I had however I am hearing from users that they are still not receiving message indication.

I noticed in the NPM that there is one line group dedicated to MWI which contains only one line. Do you know if this is the standard configuration of line groups? It would make sense to me that it would need more lines to communicate to the X number of extensions that have messages waiting. I can send you screen shots of the line group configuration if you think that would help.

Convoluted thought. I have seen this happen, but may not be applicable here. User retrieves first VM, which cancels lamp, because phone system saw call to VM msg retrieval group. But VM doesn't self cancel because, because it knows there are still messages. By the same token, it doesn't 'relight' the MW indicator, because it 'thinks' it's already/still 'lit'.

All that said, does the VM have a 'refresh' function that could be set for every 2 or so hours?

To tell you how to listen in, I'd need to know more about the setup. If any of the extensions are analog, that would be one way: Parallel with your buttset.

The NPM ports connect to the HX5000: Are they analog ports, digital ports, COV ports, IP ports?

If analog, you can put your buttset inline, and by carefully timing your off-hook, listen in to the call progress. If digital, you can put a digital station at the voicemail port and call it from a phone that doesn't work right, so you can see what integration information shows up on the display. Compare with a working station. For COV,(which it probably isn't, that's a legacy integration type) you can put some of the older digital stations to look for integration info.

You can "sort of" listen in to a T-1 with a T-berd, etc., ...

But I think LH is onto something. What happens if you reset the message waiting lights from the NPM console?

As for there being one line for MWI, that's common on voicemails, but I like to have two as a general rule. Voicemail MWI ports do sometimes lock up, but if that happens, nobody gets a message waiting.

It does have a "refresh" option which I just configured. I didn't see a way to have it refresh hourly or even daily. I only saw a way to configure it to do it once a week unless I'm missing something. I noticed after I did a manual refresh that the extensions were receiving their MWI.

On a seperate note, do you guys know if a NuPoint Unified Messaging license is needed to offer a user basic voicemail capability? I am working with a vendor who is saying that it is required but I don't think he's telling me the truth. I am preping to add an additional 200 phones and need to know for the voicemail side of things.

I'd say that that is most likely true. In general, Mitel (which owns NuPoint Messenger) has moved to a more restrictive licensing model. Also, depending on the current number of users, you might need to consider a larger model (i.e from model 70 --> 200 or from model 200 --> 640) unless you're already using a model 640.

I don't remember the current maximum number of users for the models, off-hand.