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Mitel 5000 phone system question

Posted on 2013-11-20
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Last Modified: 2013-12-02
Good afternoon
we have a mitel 5000 phone system.
we have 2 remote workers that have an IP phone at their home office.
we have successfully connected the remote phones back to the main office for call transfers , ext dialing etc.
we are having an issue with calls transferred to the remote phones not rolling to voice mail .
any advice?
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Question by:schuitkds
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Expert Comment

by:dfisher9032
ID: 39663619
You may have forget to setup forwarding path.
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Author Comment

by:schuitkds
ID: 39663627
no i have that setup for that extension same as other extensions/phone sets within the office
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Expert Comment

by:dfisher9032
ID: 39663662
How about routing ,is it set to the ext
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Author Comment

by:schuitkds
ID: 39663673
which routing setting are u referring to?
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Expert Comment

by:steveoskh
ID: 39663685
Are you using the built in voicemail or stand beside or 3rd party VM solution?

Did VM work for these IP phones while in your office?  Said another way, if you connect them to your office network does VM work, but just not working when outside the firewall?

I would first get them working inside your network, and then see if it works remote.
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Author Comment

by:schuitkds
ID: 39663721
we are using the Mitel VM system,
yest they work internally at the office
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Expert Comment

by:dfisher9032
ID: 39663722
Check associated extension ,make sure voice mail is set in message center and voice mail
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Author Comment

by:schuitkds
ID: 39663782
yep they have the same settings as the other extensions
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Accepted Solution

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steveoskh earned 500 total points
ID: 39663847
Sorry I can't help you on the specifics.  This is the type of issue I turn over the the company that supports our Mitel system.  If you are going it alone, I can offer some suggestions.

The phones and VM work while on your local network so it sounds like the settings are correct.  
The problem is likely something that is not open on your firewall.  To solve this you either need to know the correct ports or observe the traffic when it is working and then compare to the traffic when it is not working.

Use a sniffer such as wireshark to capture the traffic for voicemail when the phone is on your network.  Then do the same with the phone connecting from outside your network.
You will see errors or dropped communication (may need to sniff traffic from both ends) or back packets, blocked ports etc.
You may be able to just look at your firewall logs and see the blocked ports or blocked connection attempts.

These documents may help http://edocs.mitel.com/UG/EN/WebConfigHelp_Admin/Working_with_Firewalls.htm
http://www.voip-info.org/wiki/view/SIP+settings+for+Mitel+Phones
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