A very crazy problem with 2 extensions 1

[Homerguy]

We have several extensions here, and I have a problem with 2 of them. At one point - these two phones were moved to different offices and then moved back - the profiles seemed to load ok - they both work.

PROBLEM: When some uses ext. 1 then ext 2 has no volume, if you wait until the person is done on ext 1 then you unplug ext 2 and wait a few mins - it works.

But if you use ext. 2, then ext 1 has no volume, and you do the same (wait, unplug) then it works.

It's driving me batty - can anyone help ??

Thanks.

Roger

 

[ThePhoneGURU]

What type of system you got? Version etc....
Are you sure the inside wire drops are home runs back to the bix? I'm wondering if there is a possible cross on the wiring for these two extensions.

 

[Homerguy]

That's what I'm wondering as well...sorry my phones are M7310 models. Not sure of version. I'm not very involved in the process of maintaining these sets but I am learning

I'll check the BIX and see what comes of the phone set #'s and if 2 are crossed.

If anyone else has any suggestions - please reply.

Thank you.

 

[MarvO1]

Sounds like one is wired to the blue pair and the other one is on the orange pair of the same cable run. Make sure your line cords to the sets are one pair only if wired this way, otherwise, you will get this exact same problem.
Been there the hard way in my earlier days.

MarvO said it

 

[ThePhoneGURU]

Now what I'm wondering, is withought the proper tools you might not be able to determine the cross...I don't mean interchanged at the bix as this shouldn't cause the trouble you describe. I would go into programming and copy down the port number of both DN's that are experiencing the problem. I would then isolate the inside wire going back to both jacks on those port numbers..making sure they are indipendant and free from shorts/grnds and go from their. You might also bring both phones into the phone room and punch them directly to the coresponding port numbers isolating in house wiring and test from their..
Hope this helps.

 

[ThePhoneGURU]

Good one Marv01..
I always seem to look for the more difficult scenario, and sometimes miss the easy..
I guess it comes w/experience..
End result, I hope he finds the trouble.
See ya..

 

[telemarv]

Definitely sounds like a wiring mix up... one wire of each port is interchanged

Marv
TeleMarv Services

http://www.telemarv.ca

 

[Homerguy]

Thanks for the advice...I checked the wires going to the BIX and found that only the blue pair are on both. I re-inserted them and punched them into the BIX to make sure they're tight.

I went back to the phones and checked and voila ! No volume...doh ! I unplugged one and it came back after a while - I had to do the same to the other.

Not sure where to go now - I'll check the port #'s just in case...

 

[ThePhoneGURU]

Yes..I would verify port numbers and then terminate the phones in the phone closet on two jacks directly off the ports and check from their..

 

[Sphoneman]

Did the sets keep the same extension numbers when you moved them.

Steve
tele-dataservices.com

 

[Roldan]

why not try a BERT Test?


Louie Roldan

http://www.4vertex.com

 

[Homerguy]

Yes the same profiles came back on the phones after they were moved. I had them set to relocation on then off after I moved them back to their original locations.

What is a BERT test ? And how do you do it ?

Thanks for the responses so far !

 

[Roldan]

It's under Maintenance>Tests>BERT DN tests. it tests the voice and data paths between KSU and Phone Sets.

Louie Roldan

http://www.4vertex.com

 

[Homerguy]

I've run the BERT test (voice and data test) on both extensions and one passes both tests, and one fails the data test.

What does that mean for that extension and where do I check that data error ?

Is there anyway I can reset the phones (clear out the profile) ?

I appreciate the help !

 

[Roldan]

I would say change the wiring for the one that failed, at least start by changing the pair it's on or even the jack.

Louie Roldan

http://www.4vertex.com

 

[westcoaster]

look in the alarm and event codes in system maintaince and see if there is an event 695.

what you are describing sounds like "loss of speach path" ie you select an intercom (with the handset in the cradle)and not get dialtone but the phone functions in every way including dialing.

If there is an event 695 cycle the power on the phone system. This will more or less clear this up.
none of the sites I have had this on have ever had a "data device" on any of their ports. this is more or less corruption associated with set relocation.

695: B_Chan_denied P4 'B' Trace TestLog
695: | CAUSE:
695: | A Norstar set which is attached to a data device has been
695: | denied its request for the B channel. This should not happen
695: | as the Norstar set has a higher priority than the data device.
695: | ENVIRONMENT:
695: | This logevent occurs when a data device is attached to the system.
695: | HUMAN ACTION:
695: | Customer should contact the installer to get the event tracebacks.

 

[Homerguy]

Thanks Westcoaster, I checked that and it says EVT695 has repeated 115 times in the 30 days...

What can fix this ? There are other error codes too.

Thanks.

 

[Homerguy]

Thanks Westcoaster for that info - I checked the logs and it seems that EVT695 has happened well over 115 times in the last 2 weeks.

Is there a fix for this ? I'm going to look up what all these error codes mean.

 

[westcoaster]

There is no "fix" but there is a "repair" I have had a logger on multiple sites collecting these events (with the customer dialing 9*9 )and passed all the info along to nortel. They sat on it for about six months and came back with a "can not duplicate" I have had this happen on mics 2.0 right up to mics 6.0
It appears to be something with set relocation and the mics system. I haven't had this problem on a cics nor any of the older 6/16 or 8/24 systems.
The only repair I have come across for this is to power the system down momentarly.
If you move a lot of phones around it will come back but not for a while. typically it might happen once in about two to three years.

 

[Roldan]

That's good info to know, thanks westcoaster.

Louie Roldan

http://www.4vertex.com