Incoming callers hear 2 rings then silence --IP office 500 8.0(44)

[eagleeyed]

Equipment: I have IP Office 500 8.0(44) with 3 analog lines and one SIP trunk active.
My skill: I administer a Talkswitch PBX for my employer, and I have been learning the Avaya system for the past few years on this other company.
Recent changes: Recently I had the vendor add a SIP trunk to the system for long distance outbound calls.

I'm new to this forum. I'm having a few problems that may or may not be related. I'm posting here instead of returning to my vendor because I believe the vendor set up and tweaking may be part of the problem. The vendor may have not configured this correctly and I'm hesitant to return to them again to fix what should have been correct the first time. I'm comfortable making changes to the configuration.

The problem: Sometimes callers report that the line rings twice then goes silent.

Looking at the administrator panel, I see that there are 4 analog lines listed as IN SERVICE and the SIP trunk is also listed here for a total of 5 lines.

I'm not sure if this is due to the Avaya system being incorrectly setup, AT&T not having clear and transfer set up, or the SIP trunk somehow working its way into the available phone line pool.

 

[Signo]

So to simplify things, if there is noting connected to the 4th analog trunk is should have no bearing on incoming calls. It would manifest itself when you made call on that outgoing line group, and the system grabbed a line with no dial tone. Although it should not be active without a line connected, it would not cause problems on incoming calls. Are the incoming analogs and the sip trunk directed to the correct groups? Look at the incoming call routes for all the lines and see where they go. Also could one of the analog trunks just have a line issues that is making it break down under ringing voltage?

I would lean more towards and incoming call route being incorrect in this case though. Two rings just happens to be exactly when the IPO answers Loop start ICLID lines and if it is consistently two rings that's a good indicator as to Where the problem is. If the lines are in a Central office hunt group or rollover as some people call it, it would make the problem come and go as you roll to the line with the back route.

Just my .02, but things I would check.

 

[eagleeyed]

Thanks, Signo. I wasn't sure how Avaya handled the unused Lines, but it sounds as though it has no impact on incoming callers -- just outgoing calls.

Right now there are 3 incoming call routes with only 2 being used. The SIP line is configured as outgoing only and only when pressing 8 instead of 9 to access the line. We are experimenting with SIP trunk for outgoing long distance only.

The other two incoming routes are both line group id 0 but one is labeled "Any Voice" with the destination being the main Auto Attendant with secretary backup and the other "Any Data" wit destination DialIn. I believe this may be because we have a fax line that is supposed to be routed directly to the fax machine when detected.

Looking at the 4 analog lines, 3 are configured for line group 0 and one is configured for line group 1. If the analog lines are not all plugged into the 3 configured for line group 0 (say 1 is on thte port for line group 1) could this account for the problem?

To complicate things further, we have had line problems "fixed" by AT&T 4 times over the past few years. I was told water somewhere in line, but who knows.

 

[Signo]

Sorry about the late reply been busy.

If one of the lines is plugged into a port that is going to an incoming line group that does not exist that would most certainly cause what your are talking about.I also see and incoming call route of 2 called 220 test where is that going or what is it used for.

Follow the trail: Lines have Incoming Group ID Number (that go to incoming call route) -----> Incoming call route # (that go to destinations in the destinations tab) ------> Destinations.

You need to follow all the lines from line number to destination to verify they are correct. It could just be an inbound calling issue if you are in the US Link

Verify the easy stuff first.

As far as the line issues with AT&T that just part of having copper pots lines, they require maintenance and will have issues from time to time. Find out the number to each one and call them to see if one quits if they dont all have numbers busy then out to make them hunt down the line to check them.

If you want attach a copy of the config for us to look at, if your comfortable with that.

 

[eagleeyed]

No problem. I appreciate your help!

I'm confused. There are 2 incoming line groups called group 0. The first one routes to the auto attendant (backup to secretary) and the second one routes to "DialIn" with no fallback destination. Should I delete the Line Group 0 that has the "DialIn" destination or does that serve a purpose that I do not understand?

I have one analog line (that may or may not be in service; I have to check this out next time I am on-site) pointed toward Incoming and Outgoing Group ID 1. I don't see a group ID 1 anywhere.

I may post the config file. Does the config file contain any personal or identifiable information?

 

[Signo]

Yes a config can have info like phone numbers and user names. The system out of the box has 2 incoming call route of 0 one for voice one for dialin, dont delete it.

If you have a line in service that has a incoming group id of 1, and the system has no call route 1, that is the problem. The call comes in is directed to a route that does not exist. I dont have a working test system right now but I think dead air is how that would behave.

From the book :

· Incoming Group ID: Default = 0, Range 0 to 99999.
The Incoming Group ID to which a line belongs is used to match it to incoming call routes in the system configuration. The matching incoming call route is then used to route incoming calls. The same ID can be used for multiple lines.


Post a pic of the lines like you did for the routes, blur the phone numbers out if you need to.

 

[eagleeyed]

I will update the config so that all lines have an incoming group id of 0.

Thanks for the tips and advice. I appreciate it.

 

[Signo]

The only thing I can suggest is make sure you have a backup before you change things. It sounds like you are new to this an you dont want to make a mistake you cant undo. Make sure you are looking at the big picture before you make changes.

Take a screen shot of the original setting before you change then so you have a reference. It common sense, but sometimes people forget the small stuff.

Good luck.

 

[eagleeyed]

Thanks for the advice. I do have regular backups of the config file just in case my tinkering causes unintended consequences.