Call to offline extension triggers 'No Answer' forwarding instead of Intercept Handling

[Justin1993]

Hello @all,


System: Mitel MiVoice Business – Release 10.2


I’m currently testing intercept handling with extension -15.


When I call extension -15 from an external number and the phone is offline, the intercept handling for the "Out of Service" state works as expected.
However, if a Call Forwarding No Answer destination is configured for that extension, the system always forwards the call to that destination — even when the phone is offline — instead of triggering the "Out of Service" intercept rule.


This is exactly what I want to prevent.
The No Answer forward should only be triggered after the configured delay of 23 seconds, not immediately when the phone is unreachable.


So my question is:
How can I ensure that the Intercept Handling for "Out of Service" is executed — even when a Call Forward No Answer is set on the extension?
Or do you have another idea to get this working?

 

[AH64Armament]

Does this extension appear on other phones that are active? If so, that is why you're getting the CFWD-N-A instead of busy.

 

[Justin1993]

Does this extension appear on other phones that are active? If so, that is why you're getting the CFWD-N-A instead of busy.

This system is a test environment with only three phones, all configured as "Generic SIP Phones." All phones are unregistered by default — I only register extension -15 via a SIP client on the MiVoice Business when actively running a test.


The only buttons configured per extension are these (picture):


Does that answer your question?


The setup is very simple: two registered SIP trunks and three extensions.

 

[Valamagules]

From the Help File: When an intercept condition is encountered, the system applies the intercept treatment configured for the call originator, not the call destination.

If I understand this correctly, the SIP trunk controls the intercept treatment as the originator of the call and hence will not follow the device's status condition routing.

 

[Justin1993]

From the Help File: When an intercept condition is encountered, the system applies the intercept treatment configured for the call originator, not the call destination.

If I understand this correctly, the SIP trunk controls the intercept treatment as the originator of the call and hence will not follow the device's status condition routing.

Hello Valamagules,

I don’t think the SIP trunk is actually ‘controlling’ the intercept handling in this case. What seems to happen is that the system immediately applies the Call Forward No Answer condition from the extension — even when the phone is offline. So instead of treating it as an intercept case, it bypasses that logic and follows the CFNA from the extension directly. If the trunk were fully determining the handling, I would expect the offline state to trigger the intercept rule.

 

[Valamagules]

Ah, I may have initially misunderstood your issue.
I see what you mean now, and I agree—it does seem like unusual behaviour.

In the past, I’ve observed that Softphones sometimes fail to send back a busy signal. As a result, the system continues to treat them as available—even when they’re not actually online.

I think the KMS article for this is Document ID HO5329.