I work in the IT department at a small business. We've been having some issues where an external caller calls in and immediately gets the message "Please enter your mailbox number". It's a handful of our clients who get this message, and we've been having trouble fixing the problem.

We’ve done some extensive troubleshooting with our VOIP provider and here’s what we’ve discovered:

Using a test caller in Texas, the caller was getting the “Please enter your mailbox number” prompt. The provider's switch in Texas and the router here at our location were showing the caller ID as “5077” (the last 4 digits of the 10-digit number) and then handing it off to the Mitel 3300. In the Maintenance Logs of the Mitel 3300, I’m able to see this number as “5077” but the Mitel 3300 acts as if it doesn’t know what to do with his call.

I then had our test caller in Texas dial my personal cell phone to see what I received as caller ID, and I also received “5077” instead of a 10-digit number. It appears something being transmitted from the origination point of the call is only transmitting these 4 digits.

To confirm that the problem was in how the Mitel box was interpreting this information as the culprit, the service provider shut Caller ID completely off the system, and our test caller was able to get right into the auto attendant and reach my extension.

Is there a setting in the Mitel 3300 that can be changed to make it recognize other number combinations? It seems as though if it’s not a 10 digit number being transmitted via Caller ID, then the box has no idea what to do with it.

Any help would be appreciated as I am at a loss as to where to go with this next.

When you say your "Personal Cell Phone", are talking about the one you take with you and use in your car, home , restuarant? OR, are you talking about a portable phone on the Mitel system?
And, is there a destination for 5077 in the Mitel? If there is, how are the DID tables configured to deal with 5077? Is this a new number? If so, you probably need to do some programming to route the number. In the Mitel and possibly in the AA. And what is the AA? Part of the VM? What brand?

Lightninghorse

Personal Cell Phone that I use in my car, home, etc. In other words, the call is in no way routed over our network. It helped us to determine that the Caller ID being sent from the originating call was producing the 4 digit ID.

There is no destination that I know of for 5077 in the Mitel. The phone vendor is suggesting that we need to add these numbers to the DID and route them to the AA. The AA is thru Mitel. Maybe this is the best route, for a temp fix?

Our phone vendor is pointing fingers at the provider of the originating call, saying there's nothing that can be done if all they are pushing out is 4 digits on their caller ID.

If you don't need caller id for the voicemail, turn it off in the ports cos.

Is 5077 by any chance the last 4 digits of the Texas callers phone number, or possibly his extension number in his telephone system?
Wait, after rereading your first post, it's sooo obvious! His system is sending the CID. That's possible if he is using a PRI outbound! If this sort of thing is not programmed correctly in the calling switch, well..... you get 'problems' in the called switch!
johnp, am I right, or, am I right? John C.

Correct, his system is sending 5077 as his CID. It is the last 4-digits of his number. For whatever reason, it's sending only the last 4 instead of all 10-digits.

So, is there a setting that can be changed so that the Mitel box can recognize this as an incoming 10-digit number? How do you turn caller ID off for the voicemail system?

"The phone vendor is suggesting that we need to add these numbers to the DID and route them to the AA. The AA is thru Mitel. Maybe this is the best route, for a temp fix?"
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That's the quick and dirty fix. But, the real fix is in the CALLERS switch. Why should YOU spend money on YOUR switch, when the problem is in THEIR switch? After all, you've already spent time and money determining that THEIR switch is at fault. Curiosity, what kind of system/switch do they have? And , of course, if they want to spend their money with you, you might mention to them that their switch is the problem, but you have compensated in you MITEL switch for the problem in their (brand) switch. Don't make them mad! John C.

Thanks, we may have to do the quick and dirty method, and let them know the issue in their settings. I'm not sure what type of switch they have.

CID should present 10 digits. 5077 is being seen as an extension without VM at the AA or as DID digits and going to vacant number intercept.

Like I said, make sure
Display ANI/DNIS/ISDN Calling/Called Number = No
In the Class Of Service of the voicemail ports.

In the instructions, this is mentioned when using ISDN trucks, but likely SIP and CLASS could present problems.

PS. John, you got that right

Just checked. It's actually already set this way.

Sounds like a call to Mitel tech support for this one.