2616 in call center doing wierd things

[hurricaneguy]

We have a 2616 phone in call center that seems to do things that are very strange.

First it was just locking up. None of the keys worked. Could not answer calls or even log out. Unplugging the phone seemed to fix it temporarily.

Now the agent claims that it goes hands free all on its own even though hands free is disabled on the phone.

I have replaced the phone, Outed and re added the phone, and re punched the jumpers. The only things I have not tried moving it to another switch card or removing it from our call recording system.

Here is the programing
DES MDS933
TN 008 0 02 09
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN
TGAR 1
LDN NO
NCOS 3
SGRP 0
RNPG 0
SCI 0
SSU
XLST
SCPW
CLS CTD FBD WTA LPR MTD FND HTD ADD HFD
MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LND CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRA MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR
CPND_LANG ENG
HUNT
PLEV 02
CSDN
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB 0
CALL FORCE DELAY TIMER: 4 SEC
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 872 0 671
AGN
01 NRD
02 AWC
03 AO6
04 TRN
05
06 MSB
07
08 SCR 0933 0 MARP
CPND
NAME 0933 mds
XPLN 8
DISPLAY_FMT FIRST,LAST
09 ADL 16
10 ADL 16
11 ADL 16
12 ADL 16 09
13
14
15
DATE 26 OCT 2007

 

[bigindian65]

Usually when it goes speaker, not neccessarily hands-free, if a headset is associated with it rather than a handset. If an out & rebuild didn't resolve, de-acquire, out, rebuild on a new TNB

Mato' Was'aka

 

[djwht]

Is this the only phone acting up? Swapped it out or with someone to see if its the phone or software...isolate the problem then trouble-shoot

 

[hurricaneguy]

This is the only phone doing this. I have replaced it with a spare but not another call center phone.

I will try to rebuild it on another TNB. It is going to speaker but the caller cant hear them so it must not be truly handsfree.

 

[Triton101]

If this is the only one, and you are either using 2216 or 3905 series for everyone else, make sure that the user is not putting the HANDSET on the Cradle.(even if they are using a headset)

 

[MrPederman]

When you swapped out the phone, did you re-use the same handset and handset cord. I ask becasue if the handset is bad and not making a connection to the phone, it will go to speaker

 

[tnphoneman]

Good catch. Very possible.

 

[hurricaneguy]

It is a 2616 with just an amplified headset and no handset. Same setup for everyone. I cant remember if we have ever swapped out the amp. Maybe I will try that before I move it to a new TN

 

[Triton101]

Check if it's an ARIES 1 or 2

on the bottom of the phone where the Handset plug is and line plug,

if they face the same way it's an ARIES 2 and if they are oppisite then it's a Aries 1,

The old Aries 1's were pretty crummy and they had a display issue with SCCS.

 

[trvlr1]

This may be 2 different problems. I believe there is a patch from Nortel on the phones disabling. Talk to your provider, they should be able to research that.
If this is a supervisor phone where the person usually does not log in to the loop except busy times etc. it might be a case of this person accidentally logging in and not realising it. If HOML in ACD is set to not log out when the handset is hung up, they or someone else may be trying to use the phone, not realising they are logging in, then walking away. This leaves the phone logged in and it will eventually recieve a call from the loop, producing a call that is heard on the speaker, as the handset is on the cradle.
I also think changing TN's is a good move if this does not fix things.

 

[heartpbxer]

I think I had the same problem as hurricaneguy. I had one phone (a 2616 on an Option 61) that had always worked fine, never had any problems. Then, without anything being changed, the phone began to have strange problems. It would sometimes loose all key functionality, you couldn't connect to a line, get a dial tone, or dial numbers. Or you might be able to dial, but you couldn't get a line. And then sometimes any key would act as though it were the intercom key so you'd start to dial a number but it would begin the auto-redial of your last number, just as though you pressed the I/C key twice.

Everything I would try would get the phone working again for a couple hours or a couple minutes before acting up again. I tried switching phones (tried this 3 or 4 times). I tried switching to a different wall jack. I tried moving the phone to a different card and repunching it. I tried outing the TN and copying it from another. I tried outing the TN and rebuilding it from scratch.

I now believe the problem was (at least partly) that the phone was a version 1 of the 2616 as Triton101 suggested checking. I went back and checked each of the phones that I swapped it out with and they were all fresh out of the box, but they were refurbished version 1's. I replaced it with a version 2 and haven't had any problems since. I later had another phone start doing the same thing, so I replaced it with a version 2 and haven't had any more problems with that on either. Not sure what made them go on the blink all of a sudden.

 

[tnphoneman]

I have seen some strange problems also. Some times you might not think so but it was due to RF. I took a ferrite and wrapped the line cord through it and phone worked fine with no trouble again. There was only 1 phone in the entire building have the strange troubles and it would only hpaaen in that office.

Didn't figure out what the cause was but the ferrite bead fixed the symptoms.

 

[acewarlock]

I had one that was caused by the fluorescent light transformer and after they changed it out, the phone work OK.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[tnphoneman]

Lots of different things to look at. Most likely it is going to be an environmental issue.

 

[TelTech11]

Hurricaneguy and Heartpbxer I am curious as to what software release and cpu type you are running on?

 

[StanleySteamer]

The only things I have not tried ... removing it from our call recording system.

Is your recording system the kind that bridges onto the TN of each set? That could definitely cause some crazy behaviour if the port on the recorder is bad or has a poor connection.

 

[TelTech11]

What software release are you on, is it 5.00?

 

[hurricaneguy]

On Release 4.5