Calls automatically being put on hold or dropped 2

[phonemom]

We have a Merlin Legend R6.1 with 3-408 GLM-U,1-012TR for connection to Merlin Mail, 1-008MLX, and one unused 800GL-ID modules. Dial tone from Comcast, delivered to us as analong lines. We have been experiencing calls being put on hold by the system in mid-conversation or being dropped. We replaced the processor and want to know how we can isolate the problem as it is intermittent and is system-wide. We have tested calls on each individual line with varying results. We have also busied out each line reset and restored them. Should we consider replacing the two backplanes?
Thank you in advance for your help.

 

[merlinman]

Calls going on hold are related to Telephone Set and Wiring issues, or something on that side of the Telephone Service fence.

If you unplug a working MLX Set during a conversation, you will demonstrate exactly what you state in your trouble description.

That is not to say that you don't have issues with the System Hardware. BUT, normally, that would be loose Modules or the 2 carriers becoming "disjointed".

If this thing is hanging on a wall that also has a HEAVY DOOR, the opening and closing of that door could be the culprit.

The best thing to do is keep a record of the Extension(s) having the problems and the times that this happens.

That can help to isolate where the problem may be.

http://home.comcast.net/~merlinman

-merlinmansblog.blogspot.com

 

[phonemom]

Thank you, Merlinman. We will try to reseat every module and the second carrier. This issue arose after a power outage and surge that ourlasted their UPS, so the system shut down. I imagine the power issue could have caused the boards to loosen up a bit.
We had a similar situation on a Partner ACS with only one 3920 phone and our tech read an Avaya tech bulletin that there are DTMF limitations on the 206EC, so he moved the phone to a 308EC and problem was resolved. That is why I thought it was a DTMF tone problem. Let you know what happens tomorrow.

 

[merlinman]

Also, I forgot to mention the "Telephone self Test".

It is:

Speaker
Intercom
Dial *00

At that point you will hear a LOUD TONE and the LED's will all light up.


Turn the VOLUME CONTROL all the way up.

(You can touch any button to quiet the noise)

If you hear something like "SNAP CRACKLE & POP" that would indicate a wiring problem to that set.

http://home.comcast.net/~merlinman

-merlinmansblog.blogspot.com

 

[CarGoSki]

Could be a result for the power outage. When you power on turn on the right cabinet first, wqit ten seconds or so then power up the left carrier. Problem could be that when power back on the left carrier powered first before the right carrier.

 

[merlinman]

GOOD POINT - Sometimes they fail to "come to life" in the proper order.

This has to do with the various vintages of the POWER MODULES. Some come up faster/slower than others.

If a power up sequence isn't done in the proper order, there will be many many errors logged. So, that could be a clue.

http://home.comcast.net/~merlinman

-merlinmansblog.blogspot.com