Mitel VM Question

[chris1243]

We have set up 2 VM extensions on a phone, 300 and 700 are the extensions. The 300 is the actual extension and the 700 extension is not attached to any phone and when dialed is automatically forwarded to the VM box. The problem is the message states that the person is currently on the phone, when actually the person is gone. Anyway to change this message? I know this question was answered before, but setting up the VM box on a phantom bay has not worked.
Currently using an SX-200 ICP.

 

[pandabear1]

did you program x700 on a phantom bay and program it as a key line appearance on x300?

 

[kwbMitel]

I vaguely remember this. Can we have more details about the application? Do you want 700 to ring a phone anywhere before going to VM, Multiple phones? Do you need message lamps associated with 700 anywhere?

No detail too small.

*******************************************************
If we don't take care of the customer, Maybe they'll stop bugging us.

 

[chris1243]

It is currently setup as a mailbox line appearance on x300. So this needs to be a Key Line instead?

The 700 extension is just an additional VM on a logical line. It is not supposed to ring and has no physical phone it is attached to, when someone dials it, it should go straight to VM. The problem is the lady states the person is currently on the phone even though they are not.

Our engineer told us to access the system admin mailbox then put in the VM box and go to the technician code prompt and change the non-busy and busy options, but there is no technician code prompt when I access the system admin mailbox.

Do you need more info?

 

[pandabear1]

I am not sure on your application for 700, maybe I am missing something though. The reason you get the on the line message is because it is a logical line as compared to a phantom. If you program as stated in my other post it will act like a key line but I am not sure how exactly you want it to work. Maybe the application with the non-busy and busy option may work but I haven't used that yet and probably someone else can elaborate on that route to take.

 

[chris1243]

I may have misstated in saying it was a logical line. The extension is on is on a phantom bay. I will try changing it from a mailbox to a keyline and see what happens.

 

[kwbMitel]

the critical question I asked earlier is whether you need a message lamp indicator or not.

If this is just an info type mailbox and does not take messages - no problem

if it does take messages and you it is checked regularily - no problem.

If it takes messages and you want a lamp indication it must exist as an independant extension on the system and not a Key Line.

Depending on the answers above, we may be able to program the key differently to avoid the current issue.




*******************************************************
If we don't take care of the customer, Maybe they'll stop bugging us.

 

[chris1243]

Yes they would like a message indicator light to appear. It does take messages. It is just setup as an additional mailbox for certain clients that call in.

 

[kwbMitel]

Ok,

That eliminates about 20 options.

I am assuming that the extension is programmed on a port on the system that doesnt have a "Real" card assigned to it.

I am also assuming that you are using the form 19 routing to get the call to VM.

If you have a Console, Have you tried setting the call forward always destination to be the VM.

Without a console, can you move the extension to a real port, set the forwarding manually, and then move it back?



*******************************************************
If we don't take care of the customer, Maybe they'll stop bugging us.

 

[chris1243]

I apologize if my terms are off here not very experienced with the Mitel system, but yes the extension is currently programmed on a phantom bay, which I think you are asking about it not having a "real" card assigned to it.

When in form 19 I notice the call forward busy number is set to 8.

When you mean console, you mean actually setting up the call forward on the phone where the VM is attached to?

I will try moving the extension to a real port then set the forwarding manually and then move it back. I will ask our engineer for assistance with this.

Thanks for the help!

 

[pandabear1]

you do not need to have it on a real card, it can be in a phantom bay and do cfb/na to where ever by using form 19. I have never needed to move back and forth either.
The call will forward to mail and you can have a message key on x300 to let you know there is messages in the mailbox.

 

[chris1243]

Thank you, they currently have a message key on x300. When I go to form 19 in their tenant, cfb is set to 8 and na is blank. Does the number here matter?

 

[pandabear1]

they have a message key on x300 for x700?
I don't know what 8 is but the cfb and cfna should be to the access of vmail. What this does is allow you to cf phones from the tenant i.e. for a hotel, and not have to do it manually. A manual cf will override what is in the tenant for forwarding.
If you are using tenanting for forwarding x300 you could do the same for x700. The cos for 700 must have message waiting in its cos though.

 

[chris1243]

Yes 8 is access to VM. They do have a 700 mailbox key on the x300 so they can check messages quickly. When I go to form 19 it is set up for the 700 mailboxes to cf to 8. na is not set in form 19. It's just the voice message I don't know how to change so that it does not say "caller is on the phone".

 

[pandabear1]

700 is progammed as a key line on x300?

 

[chris1243]

No it is programmed as a mailbox on key 5 on x300.

 

[pandabear1]

program as a key line on that phone or a phantom phone, this would also give the user the chance to answer the call if they wish. If they do not want to answer the call that changes things a bit. If you want to cfa the call do as kwbMitel had suggested and do it from the console, then form 19 would not come into play as cfb/na is not used. I glossed over the part your engineer refered to and should get better aquainted with that procedure, possible you may have to use that if the above is not working satisfactorily for you.

 

[chris1243]

They do not want the phone to ring, they want it to go straight to VM, so I will leave it as a mailbox on key 5. I will try setting it up manually on the concole. Thanks again.

 

[pandabear1]

that will work for you, as mentioned before the tenanting will not take affect or be needed. Therefore a phantom cfa to vmail.

 

[kwbMitel]

WOW lots of info.

To explain my thinking earlier. Yes the phone can be programmed in a phantom bay and it should work as programmed. However it is not working and we have 2 choices, change the way it is configured or change the environment. I have chosen the simpler route of adding the call forwarding. If my theory is correct, we will find that the x700 in question is currently in busy out status in the software. if this is the case it will cause the symptoms of saying the person is on the phone when form 19 routing is in use. Call forwarding will bypass this potential issue.

Pandabear, if Chris1234 programs as a key line I am confident that the message waiting indicator will no longer function. You can do it that way on a 3300 but the last time I tried on a 200ICP (admittedly a long time ago, rel 2) it would not allow message indicators with non-prime extensions.

Chris, try the forwarding. Failing that, we can try and get creative.

*******************************************************
If we don't take care of the customer, Maybe they'll stop bugging us.