Avaya IP Office 500 V2 Problem With Incoming Calls Not Ringing From Analog Trunk. 1

[Phil.Coe]

Good Afternoon,

Currently having an issue with my avaya IP office 500 with incoming calls.

I am running R9.1 and have had no problems until we moved too analog trunks, Let me start by saying i am no expert at these things but am trying to do a favor to a small company to help them out.

Currently there is an analog trunk coming in from the back of a fibre modem after the service provider moved from copper pair lines to digital lines.

I have this connected to one of the analog trunk ports on the IP Office system, I can make outgoing calls as expected with no issues what so ever however on placing an incomming call to the system none of the phones ring at all however on each of the handsets that is associated with the incoming call group the line shows as busy/unavaulable. Trying to select that line just leads to an error tone on the handset and you are unable to access that line untill the incomming call is dropped.

Currently there are 2 incomming lines on 2 separte phone numbers, each one of thise is connected to a separate analog trunk port. the incoming call route directs each of the lines to a group to ring certain extensions dependant on wich line the incomming call is from.

I have tried using a master socket adaptor between the voice port on the modem and IP Office Control unit (Basically a capacitor and resistor accross the line) in the thoughts that the ring signal is not being produced by the modem but still having no joy.

If i dial the group number from one of the internal extensions all phones in that group ring as they should.

I have a line appearance on each of the handsets for each of the lines wich is how i am seeing that the line is showing as in use as well as the status indicator on the control unit itself.

I have performed auto detection on the line to let the system select its own settings and upon checking i agree with the settings it has automaticaly selected however i still canot get the internal extensions to ring from an external line.

If it makes any difference I am UK based and the service provider is Virgin media, the modem provided (Wich i am stuck with) is an arris unit.

I was wondering if the line / ringer voltage is not adequate from the providers modem but have no idea how i would get arround this if it was the case.

If there is any more information required please let me know but this is currently driving me mad and i have no idea how to solve it. Does any one out there have any suggestions or advice.

Thanks and best regards,

Phil.

 

[IamaSherpa]

May be the ringing format (ring+pause), depending on country location. Anyway try by placing the following string in the Source Numbers tab of the user "NoUser": ATM4U_PCS7_RINGDETECT

 

[Phil.Coe]

Hi,

Thanks for your suggestion.

I have just tried that yet still have the same result. I have also tried it in the Source numbers tab of each user with no luck also.

Just out of curiosity what should that command do as i am keen to learn as well as solve the issue.

Thanks,

Phil.

 

[TouchToneTommy]

connect up a regular single-line telephone to the modular plug that is plugged into the trunk port of the IP Office. Confirm that an incoming call rings the test phone. Maybe the ringing power supply in the new telco equipment us bad.

 

[Phil.Coe]

I have tried a regular phone in the voice port of the modem and it all rings and works fine. I have also tried replacing the trunk card with a spare leading to the same results.

 

[IamaSherpa]

Are you using a Combo ATM4 card? If yes I remember about a bug, Avaya suggested to place the combo in slot 3 or 4, viceversa you can try launching Sysmon, you will see the call entering

 

[Nortel4Ever]

I would use a voltage meter to measure the ringing voltage which by specification in North America needs to be at least 90V AC. Perhaps there is enough ringing voltage to trigger your cheap analog phone but not enough for the Avaya trunk port. A voltage meter with a needle readout like a Simpson meter will be better to measure the voltage than a digital multi-meter as digital meter's response time to intermittent ringing is not fast enough to be accurate, whereas the needle on a Simpson, or a meter like that, will immediately jump to the detected voltage.

 

[Phil.Coe]

It is indeed an ATM4V2 card. I have tried swapping the card to port 3 and 4 on the system with the same results again. I will get my multimeter on the line tomorrow and see what I can deduct but as tou say I only ha e a digital meter so may not be the best.thanks for the suggestions.

 

[critchey]

Do you have anything that could be answering the call connected to the system(like a fax machine)? If so it could be answering the call and since cannot be intruded is on by default you would be unable to answer the call. If you run system status and check incoming calls while you make the test call you should see if an extension is answering the call or not.

The truth is just an excuse for lack of imagination.

 

[Phil.Coe]

There is nothing else answering calls, it does look like the line voltage is to low for the IPO to detect a ring.

I ahve now ordered a 'Ring Booster' and awaiting for it to arrive as the nearest place i could get one from in the UK was from Australia. I will update the thread when it arrives just incase it proves useful for anyone in the future.

 

[Phil.Coe]

I have now received the Ring Booster Device and am receiving an adequate voltage ring signal however I still canot get the extensions to ring.

 

[AlfonsoSF]

Perhaps you can play with the Ring persistance at ring detection in analog options.
Sorry if I don't translate well. My manager is in spanish.

Normaly , in Spain, we have 400 ms. You can try a lower value.

 

[Phil.Coe]

Right,

I have been a complete fool and entered incorrect details in teh incomming call route field. I have now changed this and all is working fine. Other than feeling a bit stupid for not realising my mistake I am glad the problem is solved. Thanks everyone for your help and input.