5550 IP console intermittent problem

[Jakt99]

Am experiencing an intermittent problem where the console loses communication with 3300 controller and subsequently switching over to night mode (Identified in system logs that losing comms).

It only occurs once or twice a week, at different times of day hence no set pattern or routine for fault. I have done the rounds of usual suspect checks, cat 5 leads loose (Infact change all out), move console to a different L2 switch port.

Checked the voltage on the power adapter, infact cut wires to check under load and are within spec. Operator says she not removed tampered with hand piece connection or headset (Anyway hand piece removal is also logged on system and not not observed)

Console along with system has been in place for approx 3 months and problem start about 3 weeks back. Power on site seems stable...No one complaining about power issues in office area. Though not really tested or the device have AC spike suression fitted.

Am wondering if I should upgrade to latest version of console sw, 4.0.0.7, or perhaps change out power adapter first??

Any ideas grateful.

System setup
MXe / MCD 4.1
5550 IP sw release = 3.7.0.2

 

[bobcheese]

have you checked the PC power settings? I have had it in the past where the PC goes into stanby mode because of inactivity and this has caused the console to go into Night service.
Also I have found running the PC off a seperate switch port to the keypad can help.

 

[yeahbutno]

Is the console on a static IP address? If not can this done!Also,if it's not static IP then whats you lease time on the DHCP scope?

 

[LoopyLou]

Any new software added to the console recently? Is there antivirus installed?

There may be no i in team but there are three f's in fudge off.

 

[Jakt99]

Thanks all for suggestions, to respond:

- Keypad on separate network connection to host PC.

- Keypad has static IP address assisgned.

- Will check PC...Good thought, forgot about standby mode or screen saver, I have seen that happen before....Completely forgot.

 

[Brookster36]

Hi,
If it is intermittantly going into Night 1, check your "Attendant busy out timer"( I think it is called something like that) in the 5550 Consoles Class of Service. Change it from default 10 to 1440. Sometimes if the console is quiet it will look at tis timer and automatically go into night 1 mode.
Good luck

 

[stsguy]

maybe a loose connection in handset cord

WORK SMART NOT HARD

 

[Supernova99]

also check the ethernet port on the PC and set it's speed to 100mb/full if it is a gigabit adapter
Try tuning off any power settings on the NIC that can change the power settings
Try putting the power adapter on a UPS in case you are getting a power spike

Share what you know - Learn what you don't

 

[Jakt99]

Thanks gents for additional thoughts

1/ cos attendant bust timer is set to max 1440
Have been caught out in the past with that one, and showing my age here, 1st caught out way back in the days of sx2000 / sc1000 consoles....But yes always worth checking.

2/ Ethernet port.
Had checked port config, and PoE already turned off and is only 100mb capable. auto neg.

We have installed a small UPS to supply both Host pc & keypad and for the past week hasn't played up.....So suspect we may have a power issue.

 

[ondamother]

Hi there, maybe a user is placing the system into night service from an extension, using the Dialled Night Service feature access code? Might be worth looking at your Desktop extension Class of Services, to make sure that the standard users cannot be performing this from a Desktop extension by error... If the system is put into Night Service by a desktop extension the Operator absent/present status of any 5550 IP consoles remains unchanged.

Check that your extension users do not have the dialled Night service option to yes with-in there COS.

 

[fissure]

the log files will also report if the system was forced into day/night 1/night 2 by someone dialing the relevant feature access code (it will tell you which extension did it and when)

 

[YnotPhone]

Is it rather dry out where you live?

I had this strange occurance once before... where the IP Console would change to Night service by itself.

There was a build up of static electricity that shocked the console out of day mode to night mode at odd times.

Try putting an anti-static mat under the console and possibly under the floor in front of the console.

Since you are running static IP Addresses, the power is good, no one tampering with set.
This is one little fix that you can try.

 

[Jakt99]

Ondamother,

Thought crossed my mind that someone else switching system into a diiferent mode. In this case not, 1st the Host PC app day/N1/N2 icon doesn't change and the 33000 logs indicate loss of communications between console and controller each time in occurs. 2nd, COS for all other users has dial night service feature disabled.

Keypad been on UPS now for 9 days and haven't had an issue, so go figure...Probably some noise on AC mains perhaps.

As YnotPhone suggested odd things can cause trouble such as antistatic issues in low humidity environment (walking, ramdom spark gernerators!!!!), but in my case we live in relatively high humidity, sub tropical climate and not prone to these sorts of problems, plus floor material also not condusive to antistatic generation.

Thanks again