Analog set slow to hang up.

[tundranugget]

We had users issuing trouble tickets because "the phone won't hang up." When I would go check that extension, the phone worked just fine. I replaced the phone with a new one anyway, but sometime later we would get the same complaint.

I finally found out the issue: the user was calling an extension, getting voice mail, leaving a message, hanging up, then immediately trying to dial a different number. BUT, they were not getting dial tone. When I duplicated what they were doing, if I waited for 15 or 20 seconds after leaving voice mail and hanging up, then I got dial tone. Obviously, users cannot be expected to wait 20 seconds before initiating another call.

What could be causing this? Could it be I have a bad MC320FA ONS Class Line Card? The analog desk set and its class of service are the same as used elsewhere without this problem. Coulr there be some issue with voice mail?

Also, how do I determine what version of Lightware is installed on our system? Is it the WHere command? This gives me "Operating with MS2014-F-NA-00, Edition SX.V27.9.5". Does this mean we are running Lightware 27? Please tell me it isn't so!

Thanks.

 

[MitelInMyBlood]

That is LW 27. The "WHere" command is correct.

What platform is this machine? For LW27 possibilities include an SX2K Light, Micro Light or SG, S, VS - Do you know what you have? (Big black cabinet(s) or beige cabinets w/plastic covers)

In any case, LW-27 is some pretty ancient stuff, 10 yrs old (approx)

What kind of Voice Mail system are you using? The particular complaint you're hearing from the customer sounds vaguely familiar though I don't immediately recall the product (VM System) where I've seen it before (a long-long time ago). How does the VM connect to the PBX, through E&M trunks or via analog stations or COV ports, or???

It sounds like what's happening is the voice mail system has no integration with the PBX to detect hangup, other than a specific period of silence at the end of the call, or possibly detecting reorder tone (fast busy).

 

[kwbMitel]

What is the system type and software?

I suspect the issue is the set is initiating a flash instead of hangup thus starting a transfer sequence.

If transfer dialtone is not turned on, it will act as you describe.

I'm assuming quite a lot, provide more info.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[tundranugget]

OK. Thanks for responding.

To clarify - this does not happen to all analog sets, only a few.

To answer MIMB first:
We have redundant SX2000; LW 27 (as you confirmed); NuPoint Messenger; I am not sure how VM connects to PBX - what could I look for. I have remote dial-in access to both PBX and VM. I dialed into VM and it gave me this:
(c) 1983-1997 Centigram Communications Corp. All Rights Reserved.
(c) All Software Copyright 1999, Baypoint Innovations,
a Division of MITEL, Inc. All rights reserved.
<System Status>
HOST : 1
STATUS : ENA
OS VSN : 4.23G
MEMORY : 46876/00632
LOG DATA: Y


To answer KWB:
SX2000; Lightware v27; NuPoint Messenger v4.23G??????

On most analog sets, after leaving a message, I can hang up and redial immediately.

Thanks.

 

[kwbMitel]

Sorry for missing the Software level in your earlier post. It's so common for people to forget I sometimes get ahead of myself.

I'm still attracted to the hookswitch flash as a possible cause (But less so). Some anolog sets have positive disconnect.

On a set that fails, try hold the hookswitch down for minimum 3 seconds before trying to seize dialtone again.

If this fails, try applying an unmodified COS (default) to the phone to ensure we don't have any weirdness COS wise.

Do all analog sets have the same ONS descriptor? If not is there some commonality on failing sets

Could failure be associated with the Message lamp indicator being active?

I've never had your issue but I've had lots of strange things caused by the above.




*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.