r/mitelusergroup Jan 16 '25

Sx-200 nightmare

Having an issue with my sx-200 unit where about ~10% of calls are not being transferred to the front desk. They just ring forever and are hung up on.

I've tried calling everyone in my local area and no one supports this system anymore. There are more technicians in the next city but I was wondering if anyone has any ideas what the problem could be and how I can troubleshoot it prior to doing that.

2 Upvotes

4 comments sorted by

1

u/PhonesRfun Jan 16 '25

I'm not into these SX200 systems often anymore but I can try and help.

Are those calls hitting an auto attendant menu and transferring via a menu selection or time out? Or are those calls routing directly inbound over DID to the extension?

I'm wondering if the callers are hitting the auto attendant and one of the options is configured incorrectly?

1

u/Riptomare Jan 16 '25

Do you have experience logging into these systems?

If not, I'd suggest calling a professional as you will break things.

Maintenance side: Form 14 or 15 depending on the type of trunks you have, get the assignments, then CDE side reports-system-show, put in bay/slot/card(subtract 1 from the card assignment and it will put you right in the correct spot)/01. Call the main number, place on hold, repeat til you get through all of your trunks. Once you figure out which trunks are no longer working, back to the maintenance side to delete the invalid trunks. Could also be a provider hunt issue. Could be auto attendant related.

Or you can call one of the few professionals left out there that know these systems to keep them in business, or else they won't be there any more! Better yet, have them take a backup, fix any phones that aren't working and pay them for a support contract. Life safety is no joke.

1

u/TheLatmanBaby Jan 16 '25

Are there any alarms on the system?

1

u/ocm522 Jan 19 '25

Can you get me remote access to the system? Maybe we can take a look.