Please help me get out from between a mess of finger pointing so that I can stop our phones from dropping calls!!
My Nortel technician is blaming the telco. The telco is blaming our KSU. The company owner wants the problem to go away. And the accountant doesn't want to pay money to make it happen.
I've got a MICS 6.1 with about 80 phones (of which only about half are in full use). For contract reasons, I've got two PRIs, one from SBC and the other from Mpower. We use the SBC PRI primarily for inbound and the Mpower PRI for outbound.
Over the past month, calls have been dropped or outbound lines were not available. Sometimes this would be system-wide and other it would just hit one phone. Getting exact info from the users (including time, direction, and duration) is always a mixed bag, but the majority reported problems with outbound calls.
The Nortel technician said that he saw framing errors being logged, which indicated that it was a problem with the telco. I repeatedly asked the PRI division of Mpower to test the line – for two weeks, they reported everything was okay. Then they said that one of the telcos that their signal passes across was reporting a problem. A week ago, they reported the problem was fixed. Yet, we still got occasional dropped calls. Their solution—replace the PRI card.
The Nortel technician, who is very conservative and nervous, does not recommend that we replace the PRI card. He believes that the problems will continue after the card is replaced. And that the accountant will blame him for the unnecessary purchase, not pay him, and make us find another technician.
And the company owner can’t understand why I can’t solve the problem!!
My Nortel technician is blaming the telco. The telco is blaming our KSU. The company owner wants the problem to go away. And the accountant doesn't want to pay money to make it happen.
I've got a MICS 6.1 with about 80 phones (of which only about half are in full use). For contract reasons, I've got two PRIs, one from SBC and the other from Mpower. We use the SBC PRI primarily for inbound and the Mpower PRI for outbound.
Over the past month, calls have been dropped or outbound lines were not available. Sometimes this would be system-wide and other it would just hit one phone. Getting exact info from the users (including time, direction, and duration) is always a mixed bag, but the majority reported problems with outbound calls.
The Nortel technician said that he saw framing errors being logged, which indicated that it was a problem with the telco. I repeatedly asked the PRI division of Mpower to test the line – for two weeks, they reported everything was okay. Then they said that one of the telcos that their signal passes across was reporting a problem. A week ago, they reported the problem was fixed. Yet, we still got occasional dropped calls. Their solution—replace the PRI card.
The Nortel technician, who is very conservative and nervous, does not recommend that we replace the PRI card. He believes that the problems will continue after the card is replaced. And that the accountant will blame him for the unnecessary purchase, not pay him, and make us find another technician.
And the company owner can’t understand why I can’t solve the problem!!
