Mitel MiVoice Business 3300 ICP User manual

MiVoice Business
Troubleshooting Guide
Release 9.4 SP1
Document Version 1.0
June 2022

Notices
The information contained in this document is believed to be accurate in all respects
but is not warranted by Mitel Networks™ Corporation (MITEL®).The information is
subject to change without notice and should not be construed in any way as a commitment
by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries
assume no responsibility for any errors or omissions in this document. Revisions of this
document or new editions of it may be issued to incorporate such changes. No part of this
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mechanical - for any purpose without written permission from Mitel Networks Corporation.
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appearing on Mitel's Internet sites or in its publications are registered and
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(collectively "Mitel") or others. Use of the Trademarks is prohibited without the
express consent from Mitel. Please contact our legal department at [email protected]
for additional information. For a list of the worldwide Mitel Networks Corporation
registered trademarks, please refer to the website:http://www.mitel.com/trademarks.
®,™ Trademark of Mitel Networks Corporation
© Copyright 2022, Mitel Networks Corporation
All rights reserved

Contents
1 Introduction.............................................................................1
1.1 Supporting Documentation................................................................................ 2
1.1.1 Accessing Mitel Documentation................................................................2
1.2 Resolving Technical Issues............................................................................... 3
1.3 TSN Your Technical Support Network............................................................... 5
1.3.1 What Services are Available.....................................................................6
1.3.2 What Products are Supported.................................................................. 7
1.3.3 Registering for Services........................................................................... 8
1.4 Self Help Solutions............................................................................................ 8
1.4.1 Using the Online Service Desk OSD........................................................8
1.4.2 Checking for Fixes in Software Patches...................................................9
1.5 Accessing Product Support............................................................................. 10
1.5.1 Making a Support Call............................................................................18
1.5.2 What are Normal Business Hours?........................................................ 18
1.5.3 What are After-Hours Calls?...................................................................19
1.5.4 Emergency Calls are Not Charged.........................................................19
1.6 Returning Faulty Hardware..............................................................................20
2 Initial Setup........................................................................... 21
2.1 Licensing.......................................................................................................... 25
3 Hardware............................................................................... 40
3.1 Hardware Alarms............................................................................................. 41
3.2 Controllers........................................................................................................46
3.2.1 Service Units...........................................................................................54
3.3 Embedded Modules......................................................................................... 55
3.4 Phones............................................................................................................. 59
3.4.1 Issues with Specific Models................................................................... 71
3.4.2 IP Phone Power......................................................................................82
3.4.3 IP Phone Registration.............................................................................86
3.4.4 Phone Connection.................................................................................. 95
3.4.5 Phone Audio Quality...............................................................................98
3.5 5550 IP Console............................................................................................ 105
4 Software...............................................................................108

4.1 System Software............................................................................................108
4.2 Unable to Perform Full Manual Installation of an ICP3300 Controller............114
4.3 Unable to boot the MiVoice Business System on 3300 ICP Controller.......... 117
4.3.1 Recover the system through the Server Manager................................118
4.3.2 Recover the System through SSH....................................................... 118
4.3.3 Recover the System through the Maintenance Port............................. 119
4.3.4 Password Recovery for 3300 ICP Controller........................................121
4.3.5 Unable to Recover the MiVoice Business System from Active and
Inactive Partitions...........................................................................................123
4.4 Reset the VoiceAdmin Password.................................................................. 123
4.5 Reset the System Admin Password.............................................................. 124
4.6 Backups and Restores.................................................................................. 125
4.7 Migration........................................................................................................ 130
4.7.1 Reverse Migration.................................................................................130
4.7.2 U-Boot based E2T card in MXe III cannot boot E2T8260 Image after
Reverse Migration.......................................................................................... 135
5 System Features.................................................................138
5.1 Features A to B............................................................................................. 139
5.2 Features C..................................................................................................... 142
5.3 Features D to G.............................................................................................149
5.4 Features H to K............................................................................................. 154
5.5 Features L to O............................................................................................. 156
5.6 Features P to R............................................................................................. 159
5.7 Features S to V............................................................................................. 161
6 Trunking...............................................................................163
6.1 Analog Trunks................................................................................................164
6.2 Digital Trunks................................................................................................. 168
6.3 MSDN DPNSS Links..................................................................................... 180
6.4 XNET..............................................................................................................185
6.5 IP Trunking (IP Networking).......................................................................... 190
6.6 SIP Trunking.................................................................................................. 191
7 Tools and Embedded Applications...................................192
7.1 Automatic Call Distribution.............................................................................205
7.2 Hot Desking................................................................................................... 206
7.3 Emergency Call E911 Support...................................................................... 208
7.3.1 Troubleshooting MiVB Next Generation 911 (NG911) with Red Sky.....208
7.4 Embedded Voice Mail....................................................................................212
7.5 Networked Voice Mail.................................................................................... 223
7.6 Station Message Detail Recording................................................................ 226

8 Voice Networking................................................................227
8.1 Bandwidth Management................................................................................ 227
8.2 Clustering....................................................................................................... 228
8.3 IP Networking................................................................................................ 228
8.4 Multi Node Management............................................................................... 228
8.4.1 MNM Backup and Restore................................................................... 229
8.4.2 MNM Application Reach Through.........................................................230
8.5 Resiliency.......................................................................................................232
8.5.1 IP Console Resiliency...........................................................................244
8.5.2 Voice Mail Resiliency............................................................................245
8.5.3 T1 E1 Trunk Resiliency........................................................................ 246
8.6 System Data Synchronization........................................................................248
8.6.1 Sync Operations................................................................................... 259
8.6.2 Hunt Group or Ring Group Data Distribution Errors............................. 262
9 Local Area Network............................................................265
9.1 LAN Troubleshooting..................................................................................... 266
9.2 Using Layer 2 Statistics.................................................................................267
9.2.1 CRC FCS and Alignment Errors...........................................................274
10 Diagnosing Problems.......................................................276
10.1 Working with Logs....................................................................................... 282
10.1.1 Subscribing to logs in real time.......................................................... 282
10.1.2 Viewing logs from an inactive file....................................................... 283
10.1.3 Filtering subscription logs................................................................... 283
10.1.4 Filtering your view...............................................................................284
10.2 System Performance................................................................................... 285
10.2.1 Using Shell Commands when a system is busy.................................287
10.3 Phones......................................................................................................... 289
10.4 Viewing Settings and Network Parameters on IP Phones...........................291
10.5 IEEE 802.1X Authentication for IP Phones................................................. 298
10.6 IP Phone Boot Sequence............................................................................ 301
10.7 Checking the IP Phone Resiliency Progress Display.................................. 309
10.8 Diagnosing SIP Device Issues.................................................................... 310
10.9 Dialing from Aastra SIP DECT handsets.....................................................311
10.10 Trunks........................................................................................................ 312
10.11 Hardware.................................................................................................... 315
10.11.1 Reading E2T Card Statistics.............................................................316
10.11.2 Diagnosing DSP Module Related Issues.......................................... 318
10.11.3 Diagnosing MSDN DPNSS Link Problems....................................... 318
10.11.4 Loopback Testing on Digital Trunks..................................................318
10.12 Resiliency...................................................................................................320

10.12.1 Locating Resilient Hunt Groups........................................................325
10.12.2 Identifying the Status of a Resilient Device...................................... 327
10.12.3 Obtaining the Status of Resilient Trunks.......................................... 328
10.13 Controlling the Failover and Failback of Resilient Trunks..........................328
10.14 Identifying the Current ICP........................................................................ 328
10.15 Checking T1/E1 Resiliency Alarms........................................................... 329
11 Using Logs........................................................................ 333
11.1 Hot Desking Error Logs............................................................................... 334
11.2 Voice Mail System Logs.............................................................................. 336

Introduction 1
This chapter contains the following sections:
•Supporting Documentation
•Resolving Technical Issues
•TSN Your Technical Support Network
•Self Help Solutions
•Accessing Product Support
•Returning Faulty Hardware
About this Guide
This guide provides troubleshooting information for the Mitel ® 3300 IP Communications
Platform (ICP). This guide is intended for use by Mitel certified 3300 ICP technicians.
The troubleshooting information has been grouped by topic (Initial Setup, System Features,
Devices, and so forth) and then organized into tables using the following structure:
•Symptom,
•Probable Cause, and
•Corrective Action.
To locate help on a specific problem
•Use the Adobe Acrobat search functionality to search for key words associated with the
problem symptoms, or
•Go to the table that contains troubleshooting information related to the problem and scan
the symptoms column for a possible match.
Note:
The AX Controller will be supported in MiVoice Business Release 9.1 and later
versions.
What’s New in this Document
This section describes changes in this document due to new and changed functionality in
MiVoice Business Release 9.4 SP1. The changes are summarized in the following table.
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Table 1: Document Version 1.0
Feature/
Enhancement
Description Location Publishing
Date
Install MiVB
Software on
a 3300 ICP
Controller
manually
Included corrective actions for
the case where the manual
software installation of an ICP3300
Controller fails with error code 22.
Unable to
Perform
Full Manual
Installation of
an ICP3300
Controller on
page 114
June, 2022
General updates Updated the command to modify
the value of the bootcmd variable.
Password
Recovery
for 3300 ICP
Controller on
page 121
June, 2022
- References to Multi-Level
Precedence and Preemption
(MLPP) are removed.
- June, 2022
1.1 Supporting Documentation
This guide references other documents that are available on Document Center.
•Accessing Mitel Documentation on page 2
1.1.1 Accessing Mitel Documentation
Mitel Product Documentation
To access the product documentation:
1. Go to https://www.mitel.com/document-center.
2. Click BUSINESS PHONE SYSTEMS > MIVOICE BUSINESS.
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Product Bulletins
To access Mitel Product Bulletins:
1. Log on to MiACCESS Portal.
2. In the left pane, click InfoChannel.
3. In the InfoChannel list, select Mitel-Worldwide.
4. In the left pane, click Product Bulletins & Announcements.
Mitel Knowledge Base Articles
To access Mitel Knowledge Base Article:
1. Log on to MiACCESS Portal.
2. In the left pane, click Knowledge Management System.
1.2 Resolving Technical Issues
Use the following flowchart to resolve technical issues:
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1.3 TSN Your Technical Support Network
The Mitel Technical Support Network (TSN) provides authorized channel partners with
the following services:
•access through the Mitel OnLine website to
•up-to-date customer documentation
•the Mitel Knowledge Base
•the Online Service Desk (OSD) allowing you to view and update your Technical
Support Tickets
•standard telephone support with current product releases during normal business
hours
•after-hours emergency telephone support
•e-mail notification of new and updated technical documentation.
Before you can become a registered user, you must purchase a minimum of five
technical consultation credits. Your technical consultation credits can be used to
purchase telephone support (standard and emergency).
Note:
If you have questions about the Technical Support Network Program or your access
to Technical Support, please call 1-800-722-1301, option 5-0 or e-mail your question
to [email protected].
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Note:
Online Service Desk (OSD) response time is three business days. The OSD should
not be used to obtain emergency support services.
•What Services are Available on page 6
•What Products are Supported on page 7
•Registering for Services on page 8
1.3.1 What Services are Available
•Mitel Knowledge Base: provides access through the Mitel Online website to the
latest product information. The Knowledge base provides
•Technical Bulletins (TBs): Provide information on the installation and service of Mitel
products. TBs are issued to introduce new software support tools, provide support
information on discontinued products, identify product issues and describe TSN
program policies.TBs are published when required.
•How to Articles:Provide information on proper programming of features and
applications
•Troubleshooting Articles: Provide troubleshooting procedures to help identify and
solve issues.
•Known Product Issues: Describe product issues that are known by Mitel and are in
the process of being resolved.
•Release Notes (RNs): Provide software upgrade procedures, describe
documentation and hardware requirements, summarize the new enhancements in
a release, identify improvements that have been made in the product in response
to customer reported issues, and include last-minute product changes that are not
described in the latest documentation. RNs are published for each new software
release.
•Standard telephone support: Allows certified channel partner technicians to consult
Mitel Network’s Technical Support Specialists on current products during normal
business hours. For details see Making a Support Call.
•After-hours emergency telephone support: Outside of normal business hours,
certified technicians can consult with a Technical Support Specialist or a Support
Manager for assistance with resolving an emergency situation or with restoring service
for an essential services site. See What are After-Hours Calls? for details.
•Online Service Desk (OSD): Allows you to view the status of your active Technical
Support Tickets and your technical credit statement. Whenever changes are submitted
against your account, you will be sent a confirmation email.To register for OSD
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notification updates, log into Mitel OnLine, click Technical, and then click Register/
Cancel Email Notifications.
•Password Resets:If you lose your password or if your password is not available,
follow the below steps:
1. Login to MiACCESS.
2. Navigate to InfoChannel from the left panel. A new tab is displayed.
3. Select Mitel - Worldwide from the drop-down options.
4. Scroll down and navigate to Services and Support > Support Services >
Technical Support. A list of Technical Support documents will be displayed on the
screen.
5. Click System Password Resets to reset the password.
•Software Releases: You can download the latest product software releases from
Mitel Online. To access the available software downloads on Mitel Online, login to
MiACCESS and then click on Software Download Center.
•Software Patches: Between major releases, you can download major system
software patches from Mitel OnLine that include fixes for field-found problems (see
Checking for Fixes in Software Patches). Note that minor software patches are only
available from Technical Support via a Mitel FTP site.
•Replacement of failed (out-of-box) system: If a system fails within the first 72 hours
of service it will be replaced by Mitel. Direct requests for replacement of failed systems
to Mitel Customer Service Group. Replacements of defective software, complete
systems, or three or more components of a system must be authorized by Mitel
Technical Support.
1.3.2 What Products are Supported
For an up-to-date list of the products that are supported, follow the below steps:
1. Login to MiACCESS.
2. Navigate to InfoChannel from the left panel. A new tab is displayed.
3. Select Mitel - Worldwide from the drop-down options.
4. Scroll down and navigate to Services and Support > Support Services > Technical
Support A list of Technical Support documents will be displayed on screen.
5. Click Technical Support (TS) Guide and Quick Reference Guides.
Telephone support falls into one of the following categories:
Current Products: Telephone support is provided at no charge during normal business
hours to Mitel certified technicians for the currently supported products.
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Manufactured Discontinued - Supported: Telephone support is chargeable for the
manufacture discontinued products.
Manufactured Discontinued - Unsupported: Telephone support is not available for
manufactured discontinued products. Access to all existing technical support bulletins for
these products remains available through Mitel Online.
1.3.3 Registering for Services
For more information about registering for service, see the TSN Guide.
1.4 Self Help Solutions
Checking the Knowledge Base
The Knowledge Base is your source for product information covering a large range of
technical support methods. All new Technical Bulletins (TBs), Release Notes (RNs), How
to Guides and Troubleshooting guides will be posted in the Knowledge Base. Access to
the Knowledge Base is given with access to MOL.
To access the Knowledge Base:
1. Log into MiACCESS.
2. Navigate to Knowledge Management System from the left panel.
3. Enter the name, ID or any key word of the document you are searching for in the
search field and click on the search icon.
•Using the Online Service Desk OSD on page 8
•Checking for Fixes in Software Patches on page 9
1.4.1 Using the Online Service Desk OSD
The Online Service Desk provides up-to-date information on your Support Notifications
and Technical Credit balance. This portal lets you view the status of your open tickets,
update Support Notifications with new information for our technical support team, and
check your technical credit usage. Once the issue has been resolved your ticket will be
updated. OSD will automatically display all active support notifications when you log in.
To access the Online Service Desk:
1. Log into MiACCESS.
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2. Navigate to TechCentral Tracker from the left panel.
3. When you log in for the first time, you will be asked for your MiAccess ID.
4. Choose your channel partner location.
5. View your open and closed tickets.
6. Update your open tickets with any new information and the Mitel technical support
specialist will be notified of your updates by e-mail.
Note:
Online Service Desk (OSD) response time is three business days. The OSD
should not be used to obtain emergency support services.
7. Display a summary of your technical credits (depending on your access privileges).
1.4.2 Checking for Fixes in Software Patches
Before calling technical support with a problem, check to see if there is a software update
available on Mitel Online that includes a fix for the problem.
•Major software patches are provided on Mitel Online.
•Minor software updates are available from Technical Support via a Mitel FTP site. The
Known Product Issue (KPI) fixes that are contained in minor software updates are
listed in the “KPI fixed lists” articles. The “KPI fixed lists” are Mitel Knowledge Base
articles.
If an update is available with the required fix, you can download the software patch or
update and install it on the system.
Fixed in Latest Software Patch?
To determine if a fix for your problem is available in the latest software patch:
1. Log into MiACCESS PORTAL.
2. Click Software Downloads.
3. Click the product name (for example, 3300 Integrated Communications Platform).
4. Click the latest software update.
5. Open the Release Notes (RN).
6. In the RN, review the list of problems that are resolved in this software update. If your
required fix is listed, read the RN carefully to ensure that the update is appropriate,
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download the update, and then install it on the system. See the Technician’s
Handbook for software installation instructions.
Fixed in Previous Software Patch?
If the software version on your system is a few releases old, the fix may have been
provided in a previous software patch. To check the problems that have been fixed in
previous software patches
1. Log into Mitel OnLine.
2. From Mitel OnLine, click Technical, and then click Knowledge Base.
3. Select the product name (for example, 3300 Integrated Communications Platform).
4. Set the Article Type to Release Notes (RN) and then click Start Search.
5. Open the RNs that have been issued since the release of your system’s current
software and check the list of problems that have been fixed.
6. If you find a fix to your problem, download and install the latest software patch. See
the Technician’s Handbook for software installation instructions.
Fixed in Software Update?
To determine if a problem has been fixed in a minor software update:
1. Log into Mitel OnLine.
2. From Mitel OnLine, click Technical, and then click Knowledge Base.
3. Select the product name (for example, 3300 Integrated Communications Platform).
4. Enter “KPI” and then click Start Search.
5. Open and review the Known Product Issues (KPI) fixed lists.
6. If you find a fix to your problem, contact Technical Support to obtain the software
update.
1.5 Accessing Product Support
Before You Call
1. Are you certified on the product in question?
2. Have you searched the tables in this Troubleshooting Guide for a solution?
3. Have you checked the Mitel Customer Documentation site, Knowledge Base and
training materials for a solution to the issue?
4. Is the product supported (see What Products are Supported?)?
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5. Do you have your valid MiAccess ID at hand?
6. Are you calling within normal business hours or after hours? See What are Normal
Business Hours? and What are After-Hours Calls?
7. Is it an emergency call? See Emergency Calls are Not Charged.
8. Have you collected the following information?
Table 2: Problem Details
Required Information Details
Site information Name, address, and phone number of
end-user site
Product What system or application is exhibiting
the problem? What is the system
or application variant (for example:
3300 ICP MXe III or MiVoice Business
Virtual)?
Country variant What country variant is selected for the
controller?
Software version What software version is the system
running (for example, MCD Release 4.2
(10.2.2.10)?
System Identifier or Hardware Identifier SysID code of system, and the ARID.
Serial number(s) Serial numbers of the hardware and
software.
System platform If the problem involves a Mitel
application that runs on a PC or server,
what is the platform operating system,
and what service packs, security
software, firewall software, and browser
version are installed?
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Required Information Details
Grounding What grounding schemes are being
employed for all Mitel equipment?
Problem symptoms Detailed description of the problem
symptoms. What is the problem? When
did the problem first appear? Have
you made any changes to the system
programming, hardware configuration
or network setup that coincide with the
appearance of the problem? Does the
problem occur sporadically or only under
specific conditions?
Try to narrow the scope of the problem
down as much as possible. For example,
if the system is dropping calls, are only
IP Phone to IP Phone calls affected?
TDM to TDM calls? IP to TDM calls? or
TDM to trunk calls?
Troubleshooting steps What troubleshooting steps have you
taken? Have you been able to eliminate
any possible causes of the problem?
Call scenarios Is the problem occurring between IP to
IP devices, IP and remote IP devices,
remote IP to IP devices, IP to TDM
devices, and so forth?
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Required Information Details
Network configuration Do you have a network diagram
available?
•What is the DHCP configuration and
settings in the network?
•IP Addressing scheme?
•VLAN configuration and settings?
•Layer 2 switch configuration and
settings
•Layer 2 switch port statistics for FCS,
collision, and duplex mismatch
•Router configuration and settings. Is
there a common denominator (router,
only one side of subnet, etc.)?
LED status If hardware, for example a controller or
NSU, is affected, what is the status of
the LEDs?
Maintenance and software logs Collect the logs associated with the
problem. For example, collect errors on
the maintenance port of the NSU.
Collect the Alarm log details.
On 3300 ICP systems, generate
the system diagnostic report. (The
PSTSWLOG and XRTC logs are
included.)
See MKB article 04-1000-00011 for
instructions. The Mitel Knowledge Base
article explains how to collect specific
logs if ESM cannot be accessed.
Phone types What type of phones are on the system?
Is there a specific phone type that is
exhibiting the problem? What is the
firmware version?
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Required Information Details
Trunking What types of trunks (PRI, BRI, LS,
DID, XNET/IP, and so forth) are on the
system?
How are trunk groups set up?
How are the LS trunk descriptors
programmed?
FAX Support What type of fax machines are installed?
What is their make and model number?
Are you using T.38 for faxing? Do the
fax calls go over any IP connection, IP
trunks or SIP?
Contact telephone number and e-mail
address
Be prepared to provide the Mitel
Technical Support technician with a
telephone number and e-mail address
so that the technician can contact you
or provide your contact number to other
support specialists. If your call concerns
an emergency problem, ensure that you
can be reached at the telephone number
at any time. Don’t provide a number that
will forward the technician to voice mail.
Don’t provide a cell phone number that is
likely to be unreachable (out-of-range).
9. If the problem is with an IP Phone, have you collected the following information?
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