Calls drops when trasfer is pressed 1

[Tisty]

Hello Guys,

Just wondering whether anyone has hard similar issues where receptionist picks up the phone and presses transfer to direct it to the correct place and instead of the end user hearing on hold music the call just gets dropped.

I haven't been on the customers site to witness this happening however I have been on the phone when it has happened, apparently this has only been happening recently. I originally installed the system over 2 years ago and not experienced any issues with it.

I have tried remotely rebooting the phones, checked the configuration. Added more line appearance keys and I cannot see anything in the logs that would indicate an issue. This only seems to be happening at reception only as far as I am aware. I assume they are pressing the right button, the same receptionists have been there years. My next step would be a reboot.

Any pointers would be great, and I appreciate any help.

It's currently on R9.0 SP4
IP 500v2
100 users (estimate)
Has VM pro attached, VCM 64 card, PRI, and couple of combo cards.

Kind Regards,
Chris

 

[BResource]

Hi Chris,

I have had this issue on SIP trunks where the RFC2833 payload type was different from the ITSP which cased calls to drop when a transfer was attempted.

Not had it with ISDN30 though.

 

[Tisty]

Hello,

Thanks for your input, useful to know.

The only thing I can notice is that we have a possible card failure, they have a VCM 64 card which has a ATM card bolted onto it. Now system status is reporting unknown card on the VCM64 I would guess the ATM has failed. They don't use analogue trunks at this time so I am not concerned by that.

I am 99% that this cannot be causing it right?

Thanks,
Chris

 

[joe2938]

power system down reset cards and power back up and retest

 

[critchey]

If they do not use the ATM and it is showing unknown I would power the system down, remove the ATM completely, and power the system back up. Defective cards can do weird things to systems.

The truth is just an excuse for lack of imagination.

 

[RichTanner]

Copper phone company trunks or cable company lines out of an ATA. Have had issues with Cable Co's ATAs. If copper lines is the milliamp value 22 + or - 2?