IP 500 V2 using incorrect outbound route

[Pigsfoot]

We have an IP500 V2 with a couple of BRI’s, BT put it in a year ago last November and it just so happens that in November ( i.e. 1 year after install ) it has developed a fault that are not willing to look at as we don’t have a maintenance agreement which is fair enough but they won't even allow us to take out a maintenance agreement to get this fixed!

Looking at the system it has several ARS rules which from what I can tell by looking around are just alternative routes

What’s happening is when we pick up the handset and dial out it’s just silent, no ring tone, nothing so if we hang up and redial and it goes through straight away

Looking at the logs the first call is being sent to something called ARS 50 MAIN…
To me this just looks like a rule that is supposed to use Line Group 0 which is what the BRIs are set to but it doesn’t seem to be working, when we hang up and dial again the call goes straight to ring group 0 ( BRI lines ) and works fine

We also have a similar problem with incoming calls, if someone rings our main number they get nothing, not even a dead tone but if they hang up and call again that time it goes through and the extensions start ringing.. I’m presuming its all related?

I’m pretty sure the problem is down to the ARS rule(s) so I was just going to delete them but I’m not sure if there are needed or not hence why I thought I would ask first.

I'm not sure if this helps but we also have a couple of other lines, H232 which has an expired licence and 2 x SIP lines, one is internal it seams but we have no idea where it goes and the other to BT. BT do no look after the system so I'm presuming that could also go.

If anyone could help out of give me some pointers it would be very much appreciated as its getting really frustrating now.

I have attached a screenshot of they settings being used by the ARS 50 MAIN rule.

Thanks

 

[amriddle01]

There are plenty of companies around to do your maintenance, no need to get BT back in

 

[Pigsfoot]

Yeh, we may go down that route but i am quite comfortable using the manager so was hoping this is something i could fix myself.
Thanks

 

[IPGuru]

Take out a contract with a competent maintainer, it will be to your benefit in the long run

The fault description sounds like the IPO is trying to make the call on a non working line, this shouldn't happen with ISDN

do you have any ATM trunk cards in the system?

If so change the outgoing group ID on the Analog trunks or mark the unconnected ones out of service.
also check the outgoing group ID on your H232 & sip lines is not also 0 or outbound calls could be selecting the wrong lines.
this is where a maintainer would come in useful as changing these may have an affect on other things if you are not careful



A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[snowman50]

You may be just looking at the BT default settings for the ipo.
They pre configure sip lines with a template.

If you don't have sip licence then don't worry about them.

Now your ISDN lines may have a fault.

Your ipo may have a fault.

Reboot the ipo first to see if it clears the issue.

You can also look at ssa to see if the lines are in service.
You can look at the card and look at ports 9,10 to see if the ISDN lights are on the card and also on the BT nte8 ISDN box.

 

[intrigrant]

Reading the post makes me think that there is one BRI circuit from BT which is defect.
An easy test, disconnect one BRI cable from IPO make some calls, if the problem is still there then re-connect the BRI and disconnect the next one and retest until the problem with outgoing calls is gone. The one disconnected circuit is the root of the problem. Call BT to fix the BRI trunk.
In all my years of installing/maintaining IPO I have never ever had fulty BRI module in IP Office unless it was damaged by environmental cause like lightning or moisture.