Caller can't hear person he call but they can hear him

[telcoempress]

We have a new IP Office just put in. One of my users has complained that sometimes when he calls out the call is connected and the caller can hear him but he can't hear the caller. I have had the lines checked, the IP Office checked and can't come up with what might be causing this. It seems to happen when he is calling long distance. And the set on the other end can be an IPhone or an analog phone. Any suggestions?

 

[amriddle01]

Everytime I've seen this it has been a line issue, even though they find no fault, it's often a long and drawn out process proving it though

http://www.ipoffice.tel

 

[hairlessupportmonkey]

what are the trunks?

ACSS - SME
General Geek

 

[IPOfficeGuru]

We are experiencing issues with analog trunks and 8.0.18 has NOT cleared the issue. Symptoms include; side talk, reverb,tinny, choppy on all analog line calls. Internal calls clear. Replaced controller 3 times as product correction notice indicated that some issues exist on sporadic basis with IP500v2 and combo cards PCS07. Anyone else experienced analog trunk issues? We've never had this before and are stumped.

"Never fear billing a client for services rendered, or they will think your time is worthless"

 

[telcoempress]

The lines are just three pots lines that hunt. I have had the LEC out 5 times. Each time the problem doesn't occur and they then say it is the unit. I have my business partner out and they say it is the lines. No help either way.

 

[amriddle01]

I was thinking PRI, if POTS possibly is the system, how did the BP determine it was the lines? The only way they could be sure was by disconnecting the system and connecting directly to the lines, if they experienced the issue it can't possibly be the system? Are they true POTS lines or in fact just an output from a modem/media converter of some sort? As those type of lines are troublesome

http://www.ipoffice.tel

 

[kwing112000]

what type of phones on the ipo

Kevin Wing
ACSS Small and Medium Enterprise (SME) Communications
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries

 

[telcoempress]

The lines are coming straight from the dmarc and jumpered over to the IPOffice. I had them change the jumpers and the RJ11's on the ends. We just put this system in last Nov. and I don't think it is the system because it started when we had a Partner in last fall. The phones were changed from 4610's to 9420's last month. I do think it is the lines or one of the lines because it is intermittent. The Lec person we had the other day was great and did a number of tests on the lines. But of course he never experienced the problem while he was there. I have had a vendor meet, I have done everything I can and still every couple of days this problem happens again. Right now I have them making a log of date, time and line number to see if we can find a pattern.

 

[amriddle01]

You also need to run a SSA or monitor trace and see what line it happens on or if it's both

http://www.ipoffice.tel

 

[amriddle01]

But if it happened on your previous system then this thread should be finished as you know the issue is not the system

http://www.ipoffice.tel

 

[Telecomboy]

Like amriddle01 has said, if it happened on the Partner and the IP Office, it is an issue with the lines. The trouble with these issues is replicated them while the tech is on-site. Without replicating it though, it won't get fixed.