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Outside calls fail to one ext. #542865 01/07/13 07:19 PM
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oops Offline OP
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Hello All,

I have a mitel sx200 and one ext. (that I am aware of) that will not allow calls from external sources (internal ext dials work fine). The user has a Superset 4025 which is what most of our office phones are... When I call into our phone system's main greeting I can dial the number's extension and it says I am being transfer to the user, rings once and I end up back at the main greeting. Another strange (to me) symptom is that when I call into my own extension and then try to transfer to the ext in question the display says ringing you back and the call is just sent back to my ext.

I have...

confirmed that the phone isn't forwarding to anything except vm on busy and no answer.

I even removed the vm forward and tested with the same results.

I tried replacing the phone with mine which gave the same results (mine works normally when connected to my port/ext)

I rebooted the cabinet that the user connects to as well.

I checked the voice mail setup for that mailbox, but didn't see where it was configured any different than any other.

I check that the port was configured (maintenance --> 9) with the same COS, COR, etc. as my other phones and it was.

The only difference was that this phone along with some of the other ext. had a Page number assigned, but I tested another with this page number and it would receive outside calls.

I may be able to move his ext. over to another port on that card if I can find one free/working, but I have yet to look into that. Alternately I could try his port with a different ext., but I am not sure which is more likly to net helpful results. I should also mention that this user only recently moved into this office which was previously home to an analogue phone and the user can't say with any certainty if the external calls ever worked in that location, but they did work from his previous location (different building and cabinet..same system). I supose that would point the finger in the direction of the port?? Thanks for any help you can provide.


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Re: Outside calls fail to one ext. [Re: oops] #542868 01/07/13 07:28 PM
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Rcaman Offline
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Delete the extension and reprogram the port. You didn't mention which Mitel 200 system you have, but it looks like you have either an older spine system (the issue you describe was a bug) or an ICP. In any event, try a delete and reprogram.

Rcaman


Americom, Inc.
Where The Art And Science Of Communications Meet
Re: Outside calls fail to one ext. [Re: Rcaman] #542873 01/07/13 07:57 PM
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oops Offline OP
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Hey Rcaman,
Thanks for the reply. I don't know any more specifically what type of system this is, but I can tell you it is 10+ years old. I tried deleting the ext from the port and reprogramming and I got the same symptoms as before? I can try to move him to another port, but that is more down time for the user and I wanted to make sure there wasn't any other tricks I needed to try that wouldn't be as much of a disruption first. Thanks-


Re: Outside calls fail to one ext. [Re: oops] #542876 01/07/13 09:02 PM
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Rcaman Offline
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It could be a 200 Digital with a spine, or an EL or an ICP. In any event, you need to completely delete the extension. That means wiping out all button programming and then deleting the extension completely, not just changing the extension number.

Rcaman


Americom, Inc.
Where The Art And Science Of Communications Meet
Re: Outside calls fail to one ext. [Re: Rcaman] #542880 01/07/13 09:37 PM
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oops Offline OP
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I used the delete command and confirmed the delete, the loss of programmed buttons, and maybe another confirm in there too when I tried earlier. Thanks again for any help.


Re: Outside calls fail to one ext. [Re: oops] #543319 01/14/13 03:12 PM
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oops Offline OP
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Sorry for the silence...I have been MIA with the crazy Flu I am still fighting. I wanted to give an update on what I tried this morning. I deleted (using the delete option...alt 9 maybe?) the extention from the phone system and imediatly deleted the vmail box. I called and requested the extention (which was invalid) to confirm it was gone. I then recreated the extention in the phone system and then the voice mailbox and tested. I was still dumped back into the main greeting when calling from the outside. Next I used the move option to move the ext in the phone system to a different port on the same card (didn't bother to move the phone/punched drop) and tested. I got the same results from that port as well.

I'm very puzzled by all this and any help would be greatly appreciated.

Re: Outside calls fail to one ext. [Re: oops] #543353 01/14/13 11:02 PM
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nortelvoip Online Content
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Which VM are you using. There may be a Do Not Disturb option turned on in the mailbox for that particular mailbox.

Re: Outside calls fail to one ext. [Re: oops] #543375 01/15/13 04:15 PM
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westerntelephone Offline
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If it was a guest I would say it's not checked in. I would make sure the extension in question is set up as an extension, not a guest mail box.

Re: Outside calls fail to one ext. [Re: westerntelephone] #543378 01/15/13 05:08 PM
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oops Offline OP
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Thanks for the responses. The voice mailbox is set up as an ext and everything is more or less defaults for the voice mail setup, but there really aren't too many options anyway.

Again the symptoms are:

the extention works normal for internal calls

external calls requesting the extention by dialing it in or using the first two letters of the users name rings once and then goes back to the greeting.

If I call into my own extension from the outside and then try to transfer it will ring back to my extention.

I know that other extions on the same card work and I have tried this ext on another port on this card with the same results.

I'm at a loss....any help is appreciated.

Thanks

Re: Outside calls fail to one ext. [Re: oops] #543384 01/15/13 06:38 PM
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westerntelephone Offline
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What happens when you remove all forwarding on the phone and then call in to it?

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