(Apologies if this is a duplicate topic. I searched the forums but did not know the right keywords to find a solution.)
We have a system that is running a Norstar 6x16 and CallPilot 100. The system has three incoming trunks: one regular POTS line and two VoIP lines from voip.ms, going through a Linksys 2102 ATA. (I do not have the version numbers offhand but I could get them.) I believe the 6x16 supports disconnect supervision.
The system is old and has had some damage -- we believe that lightning knocked out one of the trunk ports a few months back. However, the system appeared to be working okay with the other ports until this weekend, when suddenly incoming calls on the POTS line would drop calls. You call in, the phone would ring, the CallPilot auto attendant would pick up the call, and immediately the call would hang up (before any greetings were played).
I thought that another port might have burned out, but I do not think that is the case any more. Here is what I have found:
- People can make outgoing calls on the POTS line okay.
- If I put the POTS line into unsupervised mode then the AA picks up calls more reliably, but not well enough. Sometimes the phone rings two times before the call is picked up. I got one report that the phone did not ring, but went straight to voicemail.
- When I stopped the AA from answering the line, the call went through and would ring. (I did not test this thoroughly, and could be wrong about this.)
- When I moved the POTS line to a different port it exhibited the same behaviour.
- When I move a VoIP line to the POTS port everything works as expected, even if the line is set to be in supervised mode.
- When I call forward the POTS line to the VoIP line everything works as expected.
- Because of the lightning problem we have the POTS line going through a (probably ineffective) surge protector. But bypassing the surge protector does not change the results.
I called the POTS provider and they claim nothing has changed with the phone line recently.
My questions:
- Is this a phenomenon you have run into? Do you know what might be at fault?
- Is this more likely to be a problem with the CallPilot or with the 6x16? My suspicion is that there is something going on with disconnect supervision, but I do not understand why this would affect the CallPilot, since disconnect supervision is a feature of the 6x16.
- Could this be related to something other than disconnect supervision?
- If a system is damaged, why would it work with the VoIP lines and not the POTS one?
Any thoughts?
We have a system that is running a Norstar 6x16 and CallPilot 100. The system has three incoming trunks: one regular POTS line and two VoIP lines from voip.ms, going through a Linksys 2102 ATA. (I do not have the version numbers offhand but I could get them.) I believe the 6x16 supports disconnect supervision.
The system is old and has had some damage -- we believe that lightning knocked out one of the trunk ports a few months back. However, the system appeared to be working okay with the other ports until this weekend, when suddenly incoming calls on the POTS line would drop calls. You call in, the phone would ring, the CallPilot auto attendant would pick up the call, and immediately the call would hang up (before any greetings were played).
I thought that another port might have burned out, but I do not think that is the case any more. Here is what I have found:
- People can make outgoing calls on the POTS line okay.
- If I put the POTS line into unsupervised mode then the AA picks up calls more reliably, but not well enough. Sometimes the phone rings two times before the call is picked up. I got one report that the phone did not ring, but went straight to voicemail.
- When I stopped the AA from answering the line, the call went through and would ring. (I did not test this thoroughly, and could be wrong about this.)
- When I moved the POTS line to a different port it exhibited the same behaviour.
- When I move a VoIP line to the POTS port everything works as expected, even if the line is set to be in supervised mode.
- When I call forward the POTS line to the VoIP line everything works as expected.
- Because of the lightning problem we have the POTS line going through a (probably ineffective) surge protector. But bypassing the surge protector does not change the results.
I called the POTS provider and they claim nothing has changed with the phone line recently.
My questions:
- Is this a phenomenon you have run into? Do you know what might be at fault?
- Is this more likely to be a problem with the CallPilot or with the 6x16? My suspicion is that there is something going on with disconnect supervision, but I do not understand why this would affect the CallPilot, since disconnect supervision is a feature of the 6x16.
- Could this be related to something other than disconnect supervision?
- If a system is damaged, why would it work with the VoIP lines and not the POTS one?
Any thoughts?
