Getting "INVALID" message on Mitel 5340 Phone when dialing a specific number

[TrentGreenawalt]

We are attempting to dial 913-682-xxxx, I get a message pop up "INVALID" and get a fast busy. I have raked my phone SIP vendor over the coals on this and they are stating it isn't making it out of my phone system to the SIP trunks. Initially we assumed it was a AT&T IP Flex calling another IP Flex issue that we have dealt with before, but it isn't. We did check and they are IP Flex, but the technicians are stating they see NO traffic from my desk phone outbound to that number at the AT&T edge router. Which means the 3300 is stopping it for some reason?

I am not a wiz on this phone system, but know enough to be dangerous. Can anyone please provide "layman term" troubleshooting steps to figure out what is going on?

My thought is that 9191 is a code or something in the system and blocking it. I just don't know where to look for it. Meaning when I dial I hit 9+1+913-682-xxxx so 9191 are the first set of digits. I looked around in COS/COR and didn't see anything.

This is a call to Kansas city, so it isn't like a Canadian, Caribbean, or Mexican number.

Thoughts? Thanks in advance. I like to try and solve my own problems prior to 'paying for support'. Thanks for the help!
Trent

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 6.0
Active Software Load: 12.0.049
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones
(SIP Service via AT&T IP FLEX - 30 Trunks Total)

 

[wireman50]

You need to look in the ARS I would have thought because that is where most 'invalid' messages originate from.. I assume your first digit is 9 and that pulls a line so you need to use a digit mod to absorb that in your ars route. Then (and Im uk so not sure) the 1 is out pulsed to line with the rest of the digits so you need to make sure that the number of digits to follow is set correctly so 11 in this case assuming a digit absorb of 1 of course. It could be something as simple as a wrong route being selected of course but I reckon you'll find your answer in ars digit dialed. There is also a COR on the route that may be stopping it as well.

 

[Lundah]

the Maintenance Command "dgt trace" would be useful here. Do a "dgt trace [digits being dialed]", and trace the call through your ARS programming. Sounds like either that string is not defined in ARS or you're hitting a COR restriction.

 

[TrentGreenawalt]

So this is a new screen to me, I think I understand what they are doing here. I ran the "dgt trace":
DGT Trace started:
91913682xxxx ARS 91 + 10, ARS 91 + 10, Route List (2)
DGT Trace completed.

So it is hitting list (2) which was the following in it.
1st choice route 6 (SIP Trunk), 2nd is route 2 (TDM Trunk Group)

I have reviewed all the ARS digits dialed and none match but the one above. Do I need to add one specific or something?

Thanks for the detail explanations !
Trent




Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 6.0
Active Software Load: 12.0.049
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones
(SIP Service via AT&T IP FLEX - 30 Trunks Total)

 

[wireman50]

What is the digit absorb number and how many digits is it absorbing? try swapping the routes round in the list and see if you get the same problem....I wonder if its a SIP trunk issue you see... but if you are absorbing the 1 I don't think its going to work....and what is the COR set to on that route?

 

[AlphaMann]

My guess is it is the digit mod issues. Route 2 and 6 are probably using the same mod number and not sending the correct information. The digit mod for sip should only absorb the required digits and not add anything. For a tdm trunk group it will depend on what type of trunks, it may be trying to use <T01> or {000}. If SIP receives this it will not recognize the correct information and the call will fail. Finda digits dialed that does work over the SIP trunks and use the same list or route it is using and test.

 

[TrentGreenawalt]

I appreciate the comments, however what you are asking is above my head. What exactly am I after, looking for here. I don't know these pages like you do. I know how to set up users, vm, and change a couple settings. These forms are foreign to me.

I know you are both on the right track, with my limited knowledge, I am just not sure where that needle in the haystack is.

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 6.0
Active Software Load: 12.0.049
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones
(SIP Service via AT&T IP FLEX - 30 Trunks Total)

 

[AlphaMann]

No problem, this is one of the most difficult flows to get through to people. Lets see if the following can help

1. Go to the Digits dialed form and confirm the route list that is being used - look for 91913682
2. If the list is confirmed as route list 2, great if not note what it is
3. Now go to the ARS route form
4. Locate the route in questions (ie as the list you showed above is route 6)
5. Note the digit modification number in that route
6. Go to the ARS Digit modification plans form
7. What is showing on the entry that matches the digit modification number from the route? ie digit modification number 6 is line 6 in the list

If you can give us all the entries for these questions then we can tell you exactly what is being sent from the system.

Thanks,

 

[SXWizard]

The dgt trace you ran shows that your ARS is programmed as follows:

Digits Dialed 91

​

Number of Digits to Follow 10

​

Termination Type List

​

Termination Number 2


This would indicate that all calls starting with 91 and having 10 digits to follow are being sent to the SIP trunks first and then if the SIP trunks are not available the call goes to the TDM trunks. If you run a dgt trace on other 1+10 numbers it should show the same result. i.e. 91408577xxxx, or 91650967xxxx. Let us now.

 

[TrentGreenawalt]

Alpha Man, Thanks for the steps:
1. Go to the Digits dialed form and confirm the route list that is being used - look for 91913682 - There was no digits dialed that matched this, it was only the 91+10 digits like I showed in the trace above. There are 3 pages of routes though, just nothing with 9191 starting.
2. If the list is confirmed as route list 2, great if not note what it is -The one that it is using is route list 2
3. Now go to the ARS route form
4. Locate the route in questions (ie as the list you showed above is route 6) -Yes it is hitting route 6 first and route 2 next
5. Note the digit modification number in that route - Route 6 has a DMN of 5 and route 2 has DMN of 1
6. Go to the ARS Digit modification plans form
7. What is showing on the entry that matches the digit modification number from the route? ie digit modification number 6 is line 6 in the list
-DMN 5 shows 1 digit to absorb, and NO digits to insert
-DMN 1 shows 1 digit to absorb, and <T01> on digits to insert.

SXWIzard:
Ok I ran the traces on a few more numbers, we have least cost routing setup, so local area codes dial one way here local, and local area codes to our branch office dial across our WAN connection, so there are quite a few digits dialed plan in play here.

Here is an example of another one:

DGT Trace started:
912625596864 : ARS 91262 + 7, ARS 91262 + 7, Route List (1)
DGT Trace completed.

DGT Trace started:
914085771234 : ARS 91 + 10, ARS 91 + 10, Route List (2)
DGT Trace completed.

Hopefully that helps diagnose further, I am still at a loss here of the invalid message.

Thanks for the continued help on this,
Trent


Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 6.0
Active Software Load: 12.0.049
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones
(SIP Service via AT&T IP FLEX - 30 Trunks Total)

 

[AlphaMann]

I know that a lot of SIP providers do not accept 11 digit numbers for NA calling (ie 1-XXX-XXX-XXXX)
Try going to the ARS Digit Modification number 5 and change the absorb number to 2 and test.
If this works we are not done yet, but lets look at one thing at a time.

 

[SXWizard]

You may want to try a quick after hours test. Go to the Route zList form, Highlight Route List 2, click Change and remove Route 6 from the first choice and replace it with Route 2. Try the call and see if it will go through on the TDM trunks. After the test add Route 6 back in Route List 2 as the first choice.

 

[wireman50]

I did suggest this further up the thread....

 

[TrentGreenawalt]

I apologize I haven't gotten a chance to test this yet. I guess what are we ruling out by making this change? That the phone system is fine it is the SIP trunk that isn't accepting it? 100% of my calls are going out that SIP trunk unless we have 18 calls going on a time, which is next to impossible in our office.

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 6.0
Active Software Load: 12.0.049
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones
(SIP Service via AT&T IP FLEX - 30 Trunks Total)

 

[TrentGreenawalt]

AlphaMann I just had our inside manager call me up and stated that this still doesn't work. NIce.

I tried your advice and changed the digits to absorb to Number of Digits to Absorb: from 1 to 2 and it worked.

So I have changed it back, what is next?

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 6.0
Active Software Load: 12.0.049
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones
(SIP Service via AT&T IP FLEX - 30 Trunks Total)

 

[kwbMitel]

According to my research, 913 is a local area code for Kansas.

Why are you dialing 91913-xxx-xxxx

I would expect 9913-xxx-xxxx

This would make sense why deleting 2 digits worked.

Do you have a dialing string 9913 + 7 Digits?

It looks like you should have local dialing to 816 as well. 9816 + 7


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

 

[TrentGreenawalt]

We have always dialed 9+1+areacode+xxx+xxxx since day one. I have left the change in place, and they told me that dialing the number works. However, when attempting to dial 9+areacode+xxx+xxxx it does NOT work (as I imagined).

I imagine it would be nice to NOT dial the 1 in the front to save that keystroke, but then I would have to retrain 60 users and redo all speed dials wouldn't I? Could leaving it at absorb 2 cause any long term problems that you forsee? I guess why was this a problem to begin with only with this number?

The gentleman we are calling stated that he gets this issue all the time from customer that can't call. So it must be a 91913 ARS Digits dialed issue.

I reviewed my setting, and I am not seeing anything that you mentioned. Though there is a 99 +6 term to list 1. Could that be the culprit?
There are also 92,93,94,95,96,97,98 all +6 digits to follow. Weird.

I didn't set those up, so I don't understand why.

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 6.0
Active Software Load: 12.0.049
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones
(SIP Service via AT&T IP FLEX - 30 Trunks Total)

 

[kwbMitel]

The system will always follow the most specific route

99 + 6 is less specific than 9913 + 7

All of those entries for 9N + 6 are from the old 7 digit dialing plans and are no longer useful.

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

 

[TrentGreenawalt]

So since there is no 9913 + 7, then do I remove the 99 + 6 and change the ARS digits to absorb back to 1, or does it not matter. Everything seems to be working at this point in our location, so I am not sure exactly what the move from 1 to 2 effects, but I don't want to break anything. I am leaving on vaca in two days, so it needs to be solid.

Thanks for the help, I await your comments.
Trent

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 6.0
Active Software Load: 12.0.049
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones
(SIP Service via AT&T IP FLEX - 30 Trunks Total)