troubleshooting Question

Incoming Call Pickup Issue - Mitel 5330 Phone

Avatar of thorton185
thorton185 asked on
Voice Over IPIP TelephonyTelecommunications
3 Comments1 Solution1325 ViewsLast Modified:
I opened a ticket with our phone vendor about two months ago and we have been struggling with one issue with our Mitel Phone system. We have a user who states that when she picks up phone calls, there about 10 to 15 second delay on when the call connects. This issue will occur for both internal (extension to extension) and external calls.Please note that this will not occur for every call this user receives.

We two offices and we use a feature called hotdesking. This allows a user to log onto a Mitel phone with their office extension they are traveling from. The issue does not occur in our remote location when she logs in.

We have tracked down the issue to only occur in our main office. Ontop of that, it will only occur if they are on the headset.  We do have one other user that see's this issue and reported it.

We have done the following to troubleshoot this issue:

1. Replaced the Mitel Phone

2. Replaced all headset equipment

3. Replaced all Ethernet Cabling

4. Moved the onto a different switch in the office.

5. Recreated the extension and removed all features off the extension.

Note - We can also confirm that the other user that reported it is also on the same type of headset. When they do not use the headset, the issue does not occur.

We have many employee's in the office on this type of equipment and the users who reported it are only these two users.

I have so far found that the issue is in our main office and it is headset related. I am not sure how to troubleshoot further down on this.

Any help would be appreciated, thank you in advanced!
ASKER CERTIFIED SOLUTION
Tim Edwards
IT Team Lead - Unified Communications & Collaboration

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