Dial tone not always there on analog sets

[dphoneguy24]

We recently had to upgrade a Merlin Legend system - we replaced the CKE3 R3 processor with a new Magix for plastic R4 processor. Added an 016 T/R module as well. I am not sure if this was a problem before but here is what happens...
Pickup a handset on any analog phone and you might get dial tone. If there isn't, you simply have to hang up and then go back off-hook again - sometimes a more than once to finally get dial tone. At first I thought we had a bad port or board - but it happens to analog extensions in other boards as well as other cabinets. All cabinets have 391C1 power supplies - the latest one for plastic 96 power units I believe.
Anyone have any ideas on this one?

Thanks,
dphoneguy24

 

[tdaugirdas]

Count up and then test your TTR's. My guess is you have a bad module in there somewhere. The system uses TTR's randomly to make calls from an analog phone. It will try to use "bad" ones, as well as "good" ones. You also mention you added an 016 T/R. My guess is - that may be the module with issues. If it is a Magix 617F34 - check the board number (right above the edge connector). If the board is #700285737 - then you have a module with a known manufacturing defect.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[dphoneguy24]

Tom,
The part number on the new 016 T/R modules (2) recently installed are 108514183 which are new Avaya from our dist. not refurbed or from the secondary market. I believe there are a total of 36 TTRs in the system and they all seem to test out fine....

dphoneguy24

 

[tdaugirdas]

Is reliable disconnect set to "on"? Does the processor error log provide any clues (all TTR's busy, etc. or problems with any of the analog modules)?

Is the number stamped on the 016 T/R modules (on the green board, above the edge connector 848369971. If it's the other # - does the board have a jumper wire soldered on it? If not - you have "bad" modules - usually affecting the top 4 ports and port#1 on each module. Don't use the part# - that is irrelevant - pull the board and look at the # stamped on the board.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[cvrbob]

are the station programed to go out on a pool ? are their dead lines in the pools

 

[dphoneguy24]

This happens just going off-hook when you pickup an analog set - has nothing to do with dialing out - sometimes you just don't get the System Access (Intercom) dial tone.

 

[cvrbob]

the phones may be program to access a line or pool first before sys access

 

[dphoneguy24]

The phones do not have any pool buttons or line buttons assigned to them - basically default POTS extensions in PBX mode.

 

[tdaugirdas]

You need to make sure that each analog phone has a line(s) and or pool assigned. Is the system in hybrid/pbx mode? Go to centralized programming for one of the analog extensions - and see what line buttons are assigned. If it is only one or two lines or a small pool of lines - they may not have enough access. Also look at preferences - you may need to change the order around.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[cvrbob]

ok then after hours i would shut down the system
pop every board after the first analog board , test, if you get dial tone on all ports continue 1 board at a time if not i would replace the pross.
after your first upgrade did you do a board renumber

 

[dphoneguy24]

Pool buttons and line assignments have nothing to do with it. Yes a board renumber was done after the new processor was installed.

 

[tdaugirdas]

If you do not get intercom dialtone in Hybrid/PBX mode when you lift the handset on an analog phone - than something is definitely wrong. I though you were talking about "outside line" dialtone. Have you checked the processor error logs for any clues? Did you manually check each and every TTR using a single-line phone? Did you check the stamped number on the 016 T/R cards (only if Model 617F34) - as noted earlier (regardless of where you bought them?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[tdaugirdas]

One other thought. When you upgraded the processor - did you convert the backup to the version matching your new processor - before restoring programming? Did you restore programming - before - moving/adding any modules to the system?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[dphoneguy24]

Tom,
I haven't checked the modules yet - haven't been back onsite. But I believe they are experiencing some of the problems in the older existing 012 T/R modules as well. The upgrade was performed from a backup that was converted from the old Legend processor.

 

[tdaugirdas]

Well - usually when an analog phone gets no outside dial tone - it could be a TTR availability issue or not enough outside lines in the pool. They should always - as far as I know - get intercom dialtone. So it would either have to be a processor, T/R module and possibly a programming issue - meaning a restore that did not take correctly. You may want to try what cvrbob suggested - adding the T/R modules one at a time - testing the TTR's and each port for operation - until you start running into the problem. In a big system with multiple cabinets - not an easy job. How many analog phones and T/R modules do they have in the whole system? How many available lines/pools? lines per pool?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

Print one of these bad boys and post it here.

That may be of some enlightenment.