Mitel MiVoice Business shows the wrong name on calls

Posted by VarmintLP@reddit | sysadmin | View on Reddit | 8 comments

Hey, I have a strange case at a company where they use a Mitel MiVoice Business (Release level: 8.0 SP3 PR2) and each time User A (Alexa) calls User B (Bruno) it shows the right name. But in the Missed, Outgoing and Received Calls lists it always shows the name of a former user C (Chris). The way we put the extension in place was we removed the old extension entry to set it up from scratch. Factory formated the phone (Mitel 5312) and now it still shows in those histories with the wrong name. There even is the same issue with just a contact of a phone directory entry. We give some people a company mobile phone and one of those phones changed hands to a new person (Jane Goodall). So when that person calls it always displays the name of the former user (Sandra Bullock). The only place I know where to look for is under "Users and Devices" > "Telephone Directory Management" > "Telephone Directory". There is no more entry even remotely having the former user's name and it somehow still stays in the system. Does anyone have an idea on this?

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8 Comments

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iwillbewaiting24601@reddit

I maintain a few 3300s/MvB systems: 1) Check the voicemail (either embedded or NuPoint) to see their name if it is Alexa or still set to Chris 2) Check the phone of Bruno to see if he has a contact in his local phonebook with the old name Chris, and see if he has a DSS/Busy lamp programmed with the label as the old name

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VarmintLP@reddit (OP)

I found the Voicemail locations yesterday, also the NuPoint, and didn't find the entry called Chris. It was as if it was stored inside of the extension profile but not as a personal contact. It was really weird but I cannot reproduce the issue since I redid one of the affected phones from scratch. The other one literally had a personal contact entry which I removed. But that phone also got a touchscreen which in my opinion is just annoying and not really an added benefit. Try scrolling without accidentally selecting something xD

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iwillbewaiting24601@reddit

Also, if it helps in the future, there's an A>Z button at the top of the tree at the left of MVB that lists all forms in alphabetical order instead of the stupid tree style. Only way I can find shit and I've been managing them for years.

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VarmintLP@reddit (OP)

No idea if I use it already or not but I know where to find the stuff I need so far. Only issue I have with this system is someone created an entry and for some reason it cannot be deleted. Neither from the MiVoice Business nor from the other webinterface (MiVB Express) and it's not really giving much details why except to stupidly say there's still a mivoice service attached.

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iwillbewaiting24601@reddit

What controller are you using (Virtualized, 3300, etc?) And what do you mean by "entry" - phone, user, etc?

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VarmintLP@reddit (OP)

Well I'm not sure what controller I'm using. I just know the whole thing runs on a VM. I think running Windows Server 2016 or 2019. About the entry what I mean is I created a User on the mivb express and that creates the extension as well. I managed to remove the extension but that user (entry) remains. I called it something like "To be removed" for the time being just so nobody can confuse it. I cannot even recreate such an undeletable user since every other user I tried to remove, got removed

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Farmerdrew@reddit

There’s a separate item in the admin tool for mailboxes. It’s towards the bottom of that god awful tree selector. It’s been 10 years since I’ve touched it, so that’s all I remember.

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VarmintLP@reddit (OP)

There is a point Voice Mail > External Visual VM but it only has 2 items. Visual Voicemail Server IP Address and Hunt Group. Not the biggest fan of the current setup. We have like 5-6 different web pages for things of which I use the MiVoice Business Express (User creation) and MiVoice Business (Phone Key changes & directory updates) most. It's really "god awful" as you put it.