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Mitel 5312IP call forwarding issue

Posted on 2010-09-06
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Last Modified: 2012-05-10
We have recently had a Mitel VOIP system installed in our offices and we are trying to set up an out of office divert for IT support.
The phones we are using are 5312 IP phones running on a ICP3300 system. When we configure the phone for call forwarding always and enter the number, it will only divert internal calls. When you try to call the DDI number for the handset using a mobile, it says "Call Rejected" and using the IP phones it says "Call Barred".
I have looked through all the class of service and class of restriction information on the ICP3300 and can't see anything that could explain the problem.
Does anyone know if there is an issue with the Mitel VOIP system forwarding from trunk to trunk?
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Question by:forzaaw
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ID: 33613015
I would suggest some Zones other that Microsoft Access database ...

mx
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by:forzaaw
ID: 33616037
I'm sure I only put the one zone in there for Voice Over IP. How do I remove the MS Access zone as I did not intenionally put this on?
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by:davdjevans
ID: 33616149
Hi forzaaw,
There is a class of service option that can be set call Public network to public network...

If you are trying for forward to an outside number, then the best option for this is to use an External Hotdesk User. You can use call forwarding to this EHDU.
Just make sure that the EDHU can call the external number when it is logged in on the local system.

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by:forzaaw
ID: 33616173
I have checked the Class of Service that affects this extension and the option for Public Network to Public Network Connection Allowed is set to Yes.
As far as I am aware, we have no licencing for hotdesking users
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by:davdjevans
ID: 33616731
You may need to check the incoming trunk too.
I think there may be a restriction on connecting an incoming call to an outside line, due to toll fraud.
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by:forzaaw
ID: 33617414
I have looked through the trunk class of service and this looks like it has all the needed options enabled. Unless I am missing something.
I have checked closely over the licencing and there is no mention of a hot desking user licence on the account, however I have tried to create a hot desking user and this has worked. I have configured the dialing prefix and number for the mobile and then put the 5312 IP phone onto divert all to the extension set up as the hot desking user. This has worked, but I am now concerened about the licencing problem regarding this.

Also, alot of our staff have company mobiles and often put diverts on for these when they are out of the office. Internal calls will divert with no issue, but if one of our customers rings up using the DDI, they will not be able to get in touch and will be presented with a call failed option.
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davdjevans earned 250 total points
ID: 33617943
One more thing to check then. On the inbound trunk, there will be a class of restriction value assigned to the trunk. Check to see if this COR value is in a COR group that has been restricted from dialing mobile/external numbers.
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by:forzaaw
ID: 33618161
How do I check what the contents of the COR groups are? On the Class of Restriction Groups screen, there is a Number column which I presume if the reference number and a Class of Restriction for Group column that mostly contains 1-64 but some others are set to different values. All I know about this is that the users are default to COR 5, but if we wish to remove access to the PRI trunk (external dialing) we can change them to 1 which has a COR for Group of 5
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by:davdjevans
davdjevans earned 250 total points
ID: 33619133
COR can be a bit tricky and it's best changed by trained people, but I'll try to explain it.
Outgoing route are assigned a COR Group.
A COR Group is a list of COR Values
Devices and Trunks are assigned a COR value (like yours, 1 or 5)

So when you give a phone COR 1 and try to dial an external number, a route it chosen. The COR Group of the route is checked to see if COR 1 is a member. IF it is a member, then the "Call Barred" is displayed.

Incoming calls pick up a COR from the Trunk Service Assignment associated with the incoming trunk (Trunk Attributes on 4.1+), so the thought is that if that is COR 1, then it make sense that incoming calls get "Called Barred".

Be careful though, because you don't want to allow all incoming calls to be able to make outbound calls.

 
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by:forzaaw
ID: 33624692
If I understand this properly, when an external number rings one of our DDIs then it is assigned a COR by Trunk Service Assignment for example 5. COR value 5 is checked to see if it is allowed to pass on incoming trunk, and if so it does otherwise it returns "Call Barred". Am I correct is stating this?

On outbound calls, when an extension dials an external number, it uses a trunk line for this. That line value is checked against the COR Groups on the COR value for the extension. If they MATCH, the call is denied and "Call Barred" is displayed. Is this correct?

If both statements are correct in my knowledge, then I do not see any reason why this will not work. Incomming calls are allowed in and external calls are allowed out. I can also transfer a call made by an external source to my DDI onto a mobile number and this works!

If that is the case, how come the same DDI number is unable to automatically forward to the same mobile number?

I have spoken with Mitel on this and they are also not sure about how this would work. So I'm sat in the dark on this issue awaiting any feedback from the Experts or from Mitel
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Expert Comment

by:davdjevans
ID: 33627949
I think the answer is a difficult pill to swallow. The feature that you want is mobile twinning or mobile extension, but this costs money.
To try and get around it we've tried different way, but Mitel may have put a block in to prevent this from happening.
The answer then is to pay for the feature. External hotdesk Users, or mobile extension.

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Author Comment

by:forzaaw
ID: 33683597
I have had a Mitel engineer in today to look at a different issue with some software we have. He has fixed this issue and confirmed the issue was due to the call restriction on the trunk that was preventing it from redirecting back over the trunk.
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Author Closing Comment

by:forzaaw
ID: 33683619
Resolved by Mitel engineer on visit to site
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