Mitel MiVoice Business Troubleshooting Manual page 169

Table 51: Troubleshooting IP Device Resiliency (continued)
SYMPTOM
After the primary ICP is
returned to service, the
IP phones do not fail
back to the primary. If
an IP phone is on its
secondary ICP, you
hear beeps every 20
seconds, and the
phone display is frozen.
Message waiting
indicator on a resilient
phone continues
flashing for a Callback
message that has
already been returned.
Hot desk user does not
receive voice mail.
Hot desk user logs out
previous user but
cannot log in.
POSSIBLE CAUSE
The "Allow Return to
Primary ICP" is set to "No"
in the Controller Registry
form of the primary ICP.
The duration of the health
check is set too long in the
Controller Registry form of
the secondary ICP. The
amount of time that elapses
before an IP phone fails
back to its primary can be
quite long, depending on
the health-check settings.
With the default settings,
after the primary ICP is
back in service, the IP
phones will take
approximately 5 minutes to
fail back.
Cluster is configured to
absorb routing digits.
Voice mail is embedded in
an ICP that has failed or
become unreachable.
Both primary and
secondary ICPs of the
resilient hot desk phone are
unreachable.
CORRECTIVE ACTION
In the System Administration Tool on the primary ICP,
navigate to the following form: System
Administration->System Options-> Controller Registry
Configuration.
In the Controller Registry form of the primary ICP,
ensure that "Allow Return to Primary ICP" is set to "Yes".
WARNING: Contact Mitel Customer Engineering
Services. Parameters must be changed in the
Controller Registry form. DO NOT change any of
these parameters without consulting Mitel
Customer Engineering Services.
1. In the System Administration Tool, ensure that
routing digits on inbound and outbound routes are not
being absorbed:
- In the Trunk Attributes form, check how many
digits are configured to be absorbed in the Dial In
Trunks Incoming Digit Modification - Absorb
field (should be blank).
- In the ARS Digit Modification Plans form, check
how many digits are configured to be absorbed in
the Number of Digits to Absorb field (should be
0 (zero)) for the appropriate Digit Modification
Number.
2. If digits are configured to be absorbed, create a new
instance for the appropriate route(s) that does not
absorb digits.
Use centralized external voice mail system.
Expected behavior. If both ICPs of a resilient hot desk
phone are unreachable, a Logout triggers the phone to
rehome. User must wait until one of the phone's ICPs
recovers and becomes reachable for the phone to be in
service before they can log in to the phone.
Voice Networking
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