Mitel MiVOICE BUSINESS User manual

MiVoice Business
Troubleshooting Guide
RELEASE 9.1
April 2020

Notice
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 commit-
ment 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 document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for any purpose
without written permission from Mitel Networks Corporation.
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®,™ Trademark of Mitel Networks Corporation
© Copyright 2020, Mitel Networks Corporation
All rights reserved

Contents
Chapter: 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
What’s new . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Supporting Documentation . . . . . . . . . . . . . . . . . . . . . . . . . 2
Accessing Mitel Documentation . . . . . . . . . . . . . . . . . . 2
Mitel Product Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Product Bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Mitel Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Resolving Technical Issues . . . . . . . . . . . . . . . . . . . . . . . . . . 2
TSN Your Technical Support Network . . . . . . . . . . . . . . . . . . . . 6
Registering for Services . . . . . . . . . . . . . . . . . . . . . . . 7
What Services are Available . . . . . . . . . . . . . . . . . . . . . 7
What Products are Supported . . . . . . . . . . . . . . . . . . . . 8
Summary of Service Charges . . . . . . . . . . . . . . . . . . . . 9
Self Help Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Checking the Knowledge Base . . . . . . . . . . . . . . . . . . .10
Using the Online Service Desk OSD . . . . . . . . . . . . . . . . .10
Checking for Fixes in Software Patches . . . . . . . . . . . . . . .11
Fixed in Latest Software Patch? . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Fixed in Previous Software Patch? . . . . . . . . . . . . . . . . . . . . . . . . 11
Fixed in Software Update? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Accessing Product Support . . . . . . . . . . . . . . . . . . . . . . . . . .12
Before You Call . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Making a Support Call . . . . . . . . . . . . . . . . . . . . . . . .17
What are Normal Business Hours? . . . . . . . . . . . . . . . . .17
What are After-Hours Calls? . . . . . . . . . . . . . . . . . . . . .17
Emergency Calls are Not Charged . . . . . . . . . . . . . . . . . .18
Returning Faulty Hardware . . . . . . . . . . . . . . . . . . . . . . . . .18
Chapter: 2 Initial Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Initial Setup Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . .20
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Chapter: 3 Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Hardware Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . .25
Hardware Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
Controllers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
MXe III Controller . . . . . . . . . . . . . . . . . . . . . . . . . .31
3300 ICP Controllers . . . . . . . . . . . . . . . . . . . . . . . . .32
Service Units . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Embedded Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
General Phone Issues . . . . . . . . . . . . . . . . . . . . . . . .38
Issues with Specific Models . . . . . . . . . . . . . . . . . . . . .47
IP Phone Power . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
IP Phone Registration . . . . . . . . . . . . . . . . . . . . . . . .58
Phone Connection . . . . . . . . . . . . . . . . . . . . . . . . . .66
Phone Audio Quality . . . . . . . . . . . . . . . . . . . . . . . . .69
5550 IP Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74
Chapter: 4 Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Software Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . .76
System Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76
Unable to boot the MiVoice Business System on 3300 ICP Controller . .80
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80
Recover the system through the Server Manager . . . . . . . . .80
Recover the System through SSH . . . . . . . . . . . . . . . . . .80
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Recover the System through the Maintenance Port . . . . . . .81
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Password Recovery for 3300 ICP Controller . . . . . . . . . . . .83
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Before you Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Unable to Recover the MiVoice Business System from Active and Inactive
Partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84
Reset the VoiceAdmin Password . . . . . . . . . . . . . . . . . . . . . .85
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Reset the System Admin Password . . . . . . . . . . . . . . . . . . . . .85
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Backups and Restores . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
Determine whether there is enough space for backup . . . . . .90
Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

Reverse Migration of an AX Controller if the 16 GB CF is Unavailable or Cor-
rupt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91
Chapter: 5 System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
System Features Troubleshooting Tips . . . . . . . . . . . . . . . . . . .93
Features A to B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93
Features C . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96
Features D to G . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Features H to K . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Features L to O . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Features P to R . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Features S to V . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Chapter: 6 Trunking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114
Trunk Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . 114
Analog Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Digital Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
MSDN DPNSS Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
XNET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
IP Trunking (IP Networking) . . . . . . . . . . . . . . . . . . . . . . . . 133
SIP Trunking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Chapter: 7 Tools and Embedded Applications . . . . . . . . . . . . . . . . . . . .135
System Management Tools . . . . . . . . . . . . . . . . . . . . . . . . 135
Automatic Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . 145
Hot Desking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Emergency Call E911 Support . . . . . . . . . . . . . . . . . . . . . . . 147
Embedded Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Networked Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Station Message Detail Recording . . . . . . . . . . . . . . . . . . . . . 157
Chapter: 8 Voice Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . .159
Voice Networking Troubleshooting Tips . . . . . . . . . . . . . . . . . 159
Bandwidth Management . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Clustering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
IP Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Multi Node Management . . . . . . . . . . . . . . . . . . . . . . . . . 160
MNM Fault Management . . . . . . . . . . . . . . . . . . . . . 160
MNM Backup and Restore . . . . . . . . . . . . . . . . . . . . . 161
MNM Application Reach Through . . . . . . . . . . . . . . . . . 162
Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
IP Device Resiliency . . . . . . . . . . . . . . . . . . . . . . . . 163
IP Console Resiliency . . . . . . . . . . . . . . . . . . . . . . . . 170
Voice Mail Resiliency . . . . . . . . . . . . . . . . . . . . . . . . 172

T1 E1 Trunk Resiliency . . . . . . . . . . . . . . . . . . . . . . . 173
System Data Synchronization . . . . . . . . . . . . . . . . . . . . . . . 175
Sharing Operations . . . . . . . . . . . . . . . . . . . . . . . . . 175
Sync Operations . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Hunt Group or Ring Group Data Distribution Errors . . . . . . . 186
Chapter: 9 Local Area Network . . . . . . . . . . . . . . . . . . . . . . . . . . . .188
LAN Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . 188
LAN Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Using Layer 2 Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
AX, CX(i) 2 and MXe-III Layer Statistics . . . . . . . . . . . . . . 189
CRC FCS and Alignment Errors . . . . . . . . . . . . . . . . . . 193
Chapter: 10 Diagnosing Problems . . . . . . . . . . . . . . . . . . . . . . . . . . .194
Diagnostic Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Working with Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Subscribing to logs in real time . . . . . . . . . . . . . . . . . . 198
Viewing logs from an inactive file . . . . . . . . . . . . . . . . . 199
Filtering subscription logs . . . . . . . . . . . . . . . . . . . . . 199
Filtering your view . . . . . . . . . . . . . . . . . . . . . . . . . 200
System Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Diagnosing CPU slowdowns and overloads . . . . . . . . . . . 200
Show Status Resource . . . . . . . . . . . . . . . . . . . . . . . 200
Resource History Files . . . . . . . . . . . . . . . . . . . . . . . 200
Using Shell Commands when a system is busy . . . . . . . . . 201
MONITORING SYSTEM PERFORMANCE . . . . . . . . . . . . . . . . . . . 201
Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Diagnosing Phone Problems . . . . . . . . . . . . . . . . . . . 203
Viewing Settings and Network Parameters on IP Phones . . . . . . . . 205
Access Configuration Menu on Single Mode IP Phones . . . . 205
Access Configuration Menu on Dual Mode Phones . . . . . . . 205
Viewing/Modifying Network Parameters . . . . . . . . . . . . 206
Configuring Hardware Components . . . . . . . . . . . . . . . 207
Setting the Phone Mode . . . . . . . . . . . . . . . . . . . . . 208
Using Tools and Features . . . . . . . . . . . . . . . . . . . . . 208
IEEE 802.1X Authentication for IP Phones . . . . . . . . . . . . . . . . 210
Configuring an Authentication Username and Password . . . 210
Erasing an Authentication Username and Password . . . . . . 211
Enabling or Disabling 802 1X Authentication . . . . . . . . . . 211
IP Phone Boot Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Checking the IP Phone Resiliency Progress Display . . . . . . . . . . . 216
Diagnosing SIP Device Issues . . . . . . . . . . . . . . . . . . . . . . . . 217
Dialing from Aastra SIP DECT handsets . . . . . . . . . . . . . . . . . . 218
Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Diagnosing Digital Trunk Issues . . . . . . . . . . . . . . . . . . 218

Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Using LEDs to Diagnose Faults . . . . . . . . . . . . . . . . . . . 220
Reading E2T Card Statistics . . . . . . . . . . . . . . . . . . . . 220
Diagnosing DSP Module Related Issues . . . . . . . . . . . . . 224
Diagnosing MSDN DPNSS Link Problems . . . . . . . . . . . . . 224
Loopback Testing on Digital Trunks . . . . . . . . . . . . . . . . 224
Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Locating Resilient Devices . . . . . . . . . . . . . . . . . . . . . 225
Locate Extension . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Locate Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Locate Remote . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Locating Resilient Hunt Groups . . . . . . . . . . . . . . . . . . 228
Identifying the Status of a Resilient Device . . . . . . . . . . . 230
State Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
State XNET ICP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Obtaining the Status of Resilient Trunks . . . . . . . . . . . . . 230
Controlling the Failover and Failback of Resilient Trunks . . . . . . . . 231
Identifying the Current ICP . . . . . . . . . . . . . . . . . . . . . . . . . 231
Checking T1/E1 Resiliency Alarms . . . . . . . . . . . . . . . . . . . . . 231
Checking the T1/E1 Combo MMC Indicators . . . . . . . . . . 232
Chapter: 11 Using Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .234
Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Software Logs for System Features . . . . . . . . . . . . . . . . . . . . 234
Hot Desking Error Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Voice Mail System Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

1
ABOUT THIS GUIDE
CHAPTER 1 INTRODUCTION
Introduction
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 symp-
toms, 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 is not supported in the current release. The AX controller will be supported
in MiVoice Business Release 9.1.
What’s new
Table 1.1: Issue 0.01
Feature/Enhancement Description Location
Internet Explorer 11 is not
supported
Internet Explorer 11 browser
is not supported for the
System Administration Tool,
the Group Administration
Tool and the Desktop Tool.
Global
Voice Mail backup Added a procedure to
determine the available
space for backup
Determine available free
space for backup
Recover the system through
the Server Manager
Added the error message
text
Recover the system through
the Server Manager
MSP430 flash upgrade fails Some MSP430 instances
require newer BSL patch to
perform flash upgrade
MSP430 flash upgrade fails

2
SUPPORTING DOCUMENTATION
CHAPTER 1 INTRODUCTION
Supporting Documentation
This guide references other documents that are available on Document Center.
Accessing Mitel Documentation
Mitel Product Documentation
To access the product documentation:
1. Go to https://www.mitel.com/
2. Click SUPPORT.
3. Under Customer Support, click Technical Documentation.
4. Click BUSINESS PHONE SYSTEMS > MIVOICE BUSINESS.
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.
Resolving Technical Issues
Use the following flowchart to resolve technical issues:

3
RESOLVING TECHNICAL ISSUES
CHAPTER 1 INTRODUCTION

4
RESOLVING TECHNICAL ISSUES
CHAPTER 1 INTRODUCTION

5
RESOLVING TECHNICAL ISSUES
CHAPTER 1 INTRODUCTION

6
TSN YOUR TECHNICAL SUPPORT NETWORK
CHAPTER 1 INTRODUCTION
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

7
TSN YOUR TECHNICAL SUPPORT NETWORK
CHAPTER 1 INTRODUCTION
•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].
NOTE: To access TSN services, you must have a positive balance of technical consultation credits in your
account.
NOTE: Online Service Desk (OSD) response time is three business days. The OSD should not be used to
obtain emergency support services.
Registering for Services
To register for access to TSN services
1. Complete a Technical Consultation Order form and fax the form to Mitel Customer Services at
613-591-2308.
2. After the Mitel Customer Services receives your purchase order, we will fax a Technical Support Iden-
tification (TSID) code to the fax number that you included with your order form.
3. Distribute the TSID code to staff who require access to TSN services, including staff that may need
to call Mitel Technical Support.
NOTE: Change your TSID code whenever you experience staff turnovers. You can change your
TSID code at any time by contacting the Mitel TSN Coordinator: Phone: [phone], option 5-0
E-mail: [email protected]
4. Instruct your staff to obtain a Mitel OnLine username and password by submitting a request online.
All requests are confirmed with the designated channel partner. After a request is confirmed, a user-
name and password is e-mailed to the individual.
5. Instruct your staff to register for the Online Service Desk. From Mitel OnLine, click Technical
Support, then click Online Service Desk under Related Links. Complete and submit the form. Regis-
trations will be processed within 2 business days (a return e-mail will confirm activation).
What Services are Available
• Mitel Knowledge Base: provides access through the Mitel Online website to the latest product infor-
mation. 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 know by Mitel and are in the process of
being resolved.

8
TSN YOUR TECHNICAL SUPPORT NETWORK
CHAPTER 1 INTRODUCTION
– Release Notes (RNs): Provide software upgrade procedures, describe documentation and hard-
ware 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.
• E-mail Notification of new and updated TBs and RNs: Sends you an e-mail twice a month that
identifies all the new and updated TBs and RNs. The e-mail includes URLs to each document. You
can register for this optional service through Mitel OnLine. Log into Mitel OnLine, click Technical, and
then click Register/Cancel Email Notifications.
• 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.
CAUTION: You will be charged for support calls if the technician making the call is not certified up to
the software release of the system or if the call pertains to a product or software version that has
been manufacture discontinued.
• 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 notification updates, log into Mitel OnLine, click Tech-
nical, and then click Register/Cancel Email Notifications.
• Password Resets: If you lose your password or if your password is not available, Mitel can attempt
to reset it for you. Password resets are chargeable and are subject to approval of our legal counsel.
The end-customer must sign a Mitel approved form letter authorizing the reset. To obtain the required
form letter, access Mitel Online, click Support, click System Password Resets. At the bottom of the
web page, under Resources, click Password Reset and download the form letter. Complete a written
request based on the form letter and e-mail it to [e-mail].
• Software Releases: You can download the latest product software releases from Mitel Online. To
access the available software downloads on Mitel Online, click Technical Support and then click Soft-
ware Downloads.
• 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.
What Products are Supported
For an up-to-date list of the products that are supported, see the Technical Support Network Program
Guide. You can access this guide through Mitel OnLine. From Mitel OnLine, click Technical Support, and
then click Technical Support Network Program Guide under Downloads.
Telephone support falls into one of the following categories:

9
TSN YOUR TECHNICAL SUPPORT NETWORK
CHAPTER 1 INTRODUCTION
Current Products: Telephone support is provided at no charge during normal business hours to Mitel
certified technicians for the currently supported products.
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 avail-
able through Mitel Online.
Summary of Service Charges
Table 1.2: Service Charges (Sheet 1 of 2)
Products
Free Support with
Subscription To Mitel TSN
Chargeable Support (Use
TC Credits to Purchase)
Current (all software
releases currently on Price
List, excluding spares)
•Access to Mitel OnLine
•Over the phone technical
consultation for product
and release certified
technicians during normal
business hours
•Online Service Desk
(OSD), view and update
support tickets
•After hours emergency
consultation for certified
technicians (see Emer-
gency Calls are not
Charged for details)
•Technical consultation as
a result of documented
Mitel product defects
(DPARs).
•E-mail notification of all
new updated technical
support documents
•Access to the Knowledge
Base
•Over the phone technical
consultation for product
certified technicians
during normal business
hours (1 credit / hr / inci-
dent)
•After hours support for
non-critical situations (1.5
credit / hr / incident)
•System access / system
password reset, other
special services (3 credits
flat rate -- some condi-
tions apply)
NOTE: Telephone support will
not be provided to techni-
cians without certification in
the subject product.
Discontinued(not on Price
List)
Access to the Knowledge
Base
•Over the Phone tech
consultation during
normal business hours (1
credit / hr / incident)
•After hours support for
non-critical situations (1.5
credits/hr/incident)

10
SELF HELP SOLUTIONS
CHAPTER 1 INTRODUCTION
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 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. Select the type of article you are looking for or choose All.
5. Click Search.
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 notifica-
tions when you log in.
To access the Online Service Desk:
1. Log into MiAccess.
2. From Mitel OnLine, click Support, then click Online Service Desk.
3. The first time you log in you will be asked for your company’s Technical Support 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.
Discontinued (not
supported)
Access to the Knowledge
Base
There will be no telephone
support for these products.In
the event a system is totally
out of service we will provide
best effort support at a
charge of 5 credits / hr.
Table 1.2: Service Charges (Continued) (Sheet 2 of 2)
Products
Free Support with
Subscription To Mitel TSN
Chargeable Support (Use
TC Credits to Purchase)

11
SELF HELP SOLUTIONS
CHAPTER 1 INTRODUCTION
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).
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 Technical and then 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 (R N).
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, 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.

12
ACCESSING PRODUCT SUPPORT
CHAPTER 1 INTRODUCTION
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.
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?)?
5. Do you have technical consultation credits available in your account (see Summary of Service
Charges)? You can check your technical credit usage through the Online Service Desk (see Using
the Online Service Desk OSD).
6. Do you have your valid TSID code at hand?
7. Are you calling within normal business hours or after hours? See What are Normal Business
Hours? and What are After-Hours Calls?
8. Is it an emergency call? See Emergency Calls are Not Charged.
9. Have you collected the following information?
Table 1.3: Problem Details (Sheet 1 of 4)
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)?

13
ACCESSING PRODUCT SUPPORT
CHAPTER 1 INTRODUCTION
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?
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?
Table 1.3: Problem Details (Continued) (Sheet 2 of 4)
Required Information Details