Calls not going through on 1 pots line

[SUSANVV]

We have a Merlin Magix 3.0. We have 9 outgoing POTS lines for local calls. Some calls are not going through on outgoing. We get a dial tone but when we dial and it goes to the local lines sometimes there is dead air-nothing happens. I have checked the error logs and there is nothing. I have dialed out locally on a phone that also has all the lines on it so I can see which line I am on (I am going through the system though-dial 9 to get a dial tone and then the local exchange). I can hunt to every line and all calls go through. I do the *03 test on all lines and one fails to give me true dialtone but I saw my call go out from that line. Any suggestions of what could be happening?

TIA for all help

Sue

 

[tdaugirdas]

If you have a dead line in your group - every xth time a line is requested - you will get dead air. To find out which line is dead - go to the operator phone. All of the lines should have a button starting with line 801 (line 1) on the 3rd button up from the bottom left. Above that should be line 802 and 803 - then start at the bottom of the next column to the left for lines 804, etc. You can always touch the inspect key - and then the buttons down below to identify which buttons have line appearances. When you touch a line button directly first - and then touch speaker - you should get dialtone. If you don't - it's a dead line. Note the line number - disconnecvt it from the system and attch it directly to a single-lien phone to see if you get dialtone. Or swap it with the line above/below and check for dialtone at the operator phone. If the line comes back to life - you may have a bad port on the line portion of the module.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SUSANVV]

I have new information. It is happening to every line at some time. It has happened 3 times in a row each time on a different line. Is it possible that it is our system and what could be doing it?

TIA. Sue

 

[tdaugirdas]

Did your system get hit by lightning?? The problem may lie with your Telco. I would check each line numerous times - plugged directly into a single-line phone - to see if you have the same problem. If you do - call your Telco to come out and troubleshoot. I assume you have checked the processor error logs for any line-related errors.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SUSANVV]

Thanks for your input. You weren't far off. We didn't get hit by lightening but the problem was a lot more widespread that I originally thought. It was a problem between Verizon, our local POTS line provider and AT&T, our Intralada and Long distance provider, and they actually knew it. By Friday morning the problem was fixed. After your post, I did a lot more digging and testing and then took your advice and called my telco-both of them.

Thanks again for your help.

Sue

 

[tdaugirdas]

My pleasure! Glad the problem was resolved.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

Perhaps we can all agree that the break up of the Bell System, and the introduction of all these TELEPHONE WANNABE's was not necessarily a good thing?

 

[SUSANVV]

I'll second that. This is the first time working with both of them that both of them didn't point fingers at each other. And I think it was because, to get to AT&T I called Executive complaints--because all the numbers that I had for AT&T were 800 numbers that wouldn't go--the Executive Complaints was the only non-800 number that I had.

Sue