BCM 50 outgoing calls problem

[solution227]

Lines into building are tested & fine; all incoming and extension-to-extension calls are fine. Dial tone ok from handset, but line goes dead as soon as you press 9 to dial outgoing call. All voicemail ok. Wiring checked, rebooted BCM, no dice.

Recently updated some greetings and CCR tree in Call Pilot, any idea if I somehow could have inadvertently changed a setting to affect outgoing calls? Re-traced all my steps and can't find anything wrong.

Apologies if this is a silly question - self-taught tech with not many resources to turn to! Thanks for any ideas.

 

[telcodog]

What do you have 9 set up to do? Is it a line pool code or is it set up as a routing code?

If it's set as a routing code, you might want to set it to give dial tone thru the second dial tone tab.

Make sure that only the lines that you have connected are in the line pool. Default is pool A for all trunks.

I'm going to assume that if it's a BCM50, that you have licenses for the trunks connected to the main unit. If it's any other system, you don't require separate licenses.

Have you had a look at the monitor to see what trunk you're hitting when you attempt to dial out?

 

[telcodog]

Just re-read your title. Since it's a 50, the trunks are on pairs 1 to 4 of the telco cable. Make sure they're connected there. They are numbers 61, 62, 63 and 64.

Outside of that, you might have a defective unit. We've seen a few in the past little while.

There was a bulletin out a while back as well about a bad batch of 50's too. Might not be the case here but it's worth looking into.

 

[solution227]

Thanks. Checked all this and seems to be ok, I'll look into defective units....Weird thing is something must have changed Tuesday night because all the settings have been fine for 3 years since we got this system. Is it possible that unplugging handsets or deleting mailboxes could have caused something like this? I'm grasping at straws.

 

[telcodog]

You never know with these things. When weird stuff like that happens to my systems, after checking all the physical stuff that you can and looking at the programming, I try a power off reboot. Fixes a lot of weird stuff. You should also make sure it's patched current. I hate to say that but sometimes that's the fix.

Speaking of physical stuff, somtimes the telco cable gets rubbed up against or something like that and if it's not ty-wrapped and screwed in tight, it can move just enough to disconnect the first 4 or 5 pairs. I've seen that happen more than once. Just occurred to me while I was typing this.

let us know how you make out.

 

[cook1082]

Also if these are analog lines the last line in the pool could be bad or a wire got disconnected so when you dial 9 it grabs the last line. Try pressing 9- put it on hold - hit I/C again and press 9 ,do you hear dial tone? Also assign all of your lines on a set then you can see if you get DT on all lines.

 

[solution227]

Ok, current theory is that during an office move, an analog cordless phone got plugged into the wrong jack - an old out-of-use jack that apparently had an extra pair from one of our lines running to it. That caused a short, or maybe knocked something loose, on the line and stopped the outgoing calls - as soon as we pulled that pair going to that jack, the system starting routing outgoing calls perfectly again.

Thanks a lot for all your suggestions - helped us narrow down where the problem was.