IP Office 500v2 Questions

[jhmrt]

Hi all

I am new to the IP Office System. Company I just got employed in just got IPO installed and things are all going wrong. They have multiple branches located throughout the U.S. But first thing's first. In my location, we have it installed, running on 3 T1s, with a fourth as a backup/failover. Our current problem is, when placing calls it takes at least 5 seconds before any ringing is heard, sometimes it can take as long as 10 seconds. I think that's weird. The installers are blaming it on improper grounding? Well the units aren't grounded at all. I just think it's more on the programming side. Second issue, what module is needed for faxing? These guys installed our unit knowing we have faxing, but apparently the correct add-on card was not quoted or purchased by us?

Any help will be GREATLY appreciated. As I have very high doubts that these guys are as competent as they make themselves out to be.

Thank you.
John H.

 

[amriddle01]

You need to post on here the system shortcodes with the feature Dial and in ARS the shortcodes from there, then we may be able to explain the delay. As for faxes, they require an analog card which comes in 2 or 8 port variety (Phone2 and Phone 8 in Avaya speak)

http://www.ipoffice.tel

 

[amriddle01]

Also, if they are blaming improper grounding, ask them why they haven't grounded them properly/at all....they installed it

http://www.ipoffice.tel

 

[IPGuru]

Find a competent installer!
your installers should be able to resolve all of these issues & if the cant or don't want to then they are not deserving of your business.


Computers are like Air conditioners:-
Both stop working when you open Windows

 

[acollard83]

The T1's, are they PRI's, or Internet T1's to a voip provider? I doubt it has anything to do with grounding, but you should make sure the IPO is connected to a grounded outlet.

Are you connecting to a fax server or just fax machines? For fax machines and most fax servers, you would need an Analog Phoone 2 or 8, depending on how many fax machines/ports you have/need. You can also get a Phone 16 or phone 30 external expansion, if you need that many ports. Some fax servers can connect via SIP to the IPO, so there wouldn't be a module. Correct me if I'm wrong guys, but I believe all you would need in that instance is just a SIP Trunk license for however many ports/channels you want/need.

As far as the dialing issue, it could be programming. What numbers are being dialed when the issues are occuring (7 digits, 10 digits, etc). It could also be your provider, usually the ringback comes from their switch.

 

[jhmrt]

@amriddle here are the short codes:

ARS:
CODE Telephone Number Feature
11 911 Dial Emergency
911 911 Dial Emergency
0N; 0N Dial 3K1
1N; 1N Dial 3K1
XN; N Dial 3K1
XXXXXXXXXXN N Dial 3K1

Short Codes:

*22XXXX,N,0,83,Call Intrude,,
*23*N#,N,0,100,Call Listen,,
*30,,0,38,Call Pickup Any,,
*46,,0,38,Call Pickup Any,,
*32*N#,N,0,40,Call Pickup Extn,,
*31,,0,39,Call Pickup Group,,
*53*N#,N,0,74,Call Pickup Members,,
*33*N#,N,0,42,Call Queue,,
*45*N#,N,0,53,Call Steal,,
*16,,0,15,Call Waiting Off,,
*15,,0,14,Call Waiting On,,
*00,,0,44,Cancel All Forwarding,,
*52,,0,71,Clear Call,,
*21*N#,N,0,20,Clear HuntGroup Night Service,,
*47,,0,62,Conference Add,,
9N,N,50,31,Dial,,
*55XXXX,N,0,102,Dial Direct,,
0,1000,0,69,Dial Extn,,
887,Attendant,0,69,Dial Extn,,
*71*N#,N,0,124,Dial Physical Extn by Id,,
*70*N#,N,0,123,Dial Physical Extn by Number,,
*DSSN,;[0)151/ERR - N,0,73,Display Msg,,
*SDN,;[0)151/ERR - N,0,73,Display Msg,,
*SKN,;[0)151/ERR - N,0,73,Display Msg,,
*10*N#,N,0,9,Do Not Disturb Exception Add,,
*11*N#,N,0,10,Do Not Disturb Exception Del,,
*09,,0,8,Do Not Disturb Off,,
*08,,0,7,Do Not Disturb On,,
*35*N#,N,0,46,Extn Login,,
*36,,0,47,Extn Logout,,
*12*N#,N,0,11,Follow Me Here,,
*13*N#,N,0,12,Follow Me Here Cancel,,
*14*N#,N,0,13,Follow Me To,,
*57*N#,N,0,114,Forward Busy Number,,
*51,,0,66,Forward HuntGroup Calls Off,,
*50,,0,65,Forward HuntGroup Calls On,,
*07*N#,N,0,6,Forward Number,,
*04,,0,3,Forward On Busy Off,,
*03,,0,2,Forward On Busy On,,
*06,,0,5,Forward On No Answer Off,,
*05,,0,4,Forward On No Answer On,,
*02,,0,1,Forward Unconditional Off,,
*01,,0,0,Forward Unconditional On,,
*24*N#,N,0,198,Group Listen On,,
*34N;,N,0,43,Hold Music,,
*37*N#,N,0,48,Park Call,,
*91N;,"N"".1",0,169,Record Message,,
*92N;,"N"".2",0,169,Record Message,,
*40,1,0,51,Relay Off,,
*43,2,0,51,Relay Off,,
*39,1,0,50,Relay On,,
*42,2,0,50,Relay On,,
*9000*,MAINTENANCE,0,50,Relay On,,
*41,1,0,52,Relay Pulse,,
*44,2,0,52,Relay Pulse,,
*20*N#,N,0,19,Set HuntGroup Night Service,,
*29,,0,30,Toggle Calls,,
*38*N#,N,0,49,UnPark Call,,
#3XXX,"#"3N,0,16,Voicemail Collect,,
*17,"?U",0,16,Voicemail Collect,,
*80,Recording,0,178,Voicemail Node,,
*81,Attendant,0,178,Voicemail Node,,
*82,DayAttendant,0,178,Voicemail Node,,
*83,NightAttendant,0,178,Voicemail Node,,
*84,Holiday,0,178,Voicemail Node,,
Attendant,Attendant,0,178,Voicemail Node,,
*19,,0,18,Voicemail Off,,
*18,,0,17,Voicemail On,,
*49,,0,64,Voicemail Ringback Off,,
*48,,0,63,Voicemail Ringback On,,

Control Units:
1,IP 500 V2,7,0,23,00e007065b65,10.x.x.x,0,CPUUnit,Online
2,DIGSTA8/ATM4,7,0,23,00e007065b65,0.0.0.0,0,InternalInterconnect,Offline
3,DIGSTA8/PRIS U,7,0,23,00e007065b65,0.0.0.0,0,InternalInterconnect,Offline
4,DIGSTA8/PRID U,7,0,23,00e007065b65,0.0.0.0,0,InternalInterconnect,Offline
5,VCM32,7,0,23,00e007065b65,0.0.0.0,0,InternalInterconnect,Offline
6,DIG DCPx30 V2,9,0,23,000000000001,0.0.0.0,1,TDMInterconnect,Online
7,DIG DCPx30 V2,9,0,23,000000000002,0.0.0.0,2,TDMInterconnect,Online


I hope those are understandable and readable. I just copied and pasted each line from the short codes and control units.
They said that we didn't have an earth ground and that's what they required.

@IPGuru: I wish I could. But these are the guys Paetec chose. I am not sure if we can deduct the cost of the outside installers from their agreement. And my boss wants to gets this done and over with, as we are facing issues with the install in our other branches.

@acollard: These are PRIs. We have the units plugged into a surge protector right now. And will most likely purchase a 1500va UPS for them soon. I assume they are grounded via the outlets at least.

thanks for the quick replies.

 

[amriddle01]

Not sure this entry should be in the ARS:

XN; N Dial 3K1

Also what is your dial delay timer set as in system telephony?

http://www.ipoffice.tel

 

[hairlessupportmonkey]

I dont want to play the same record, but IPGuru is right - we dont mind helping others out, but we have issues with posters coming for free support here. Most here are trained and spent time and money selling our support services to people like yourself.




ACSS - SME
General Geek

 

[jhmrt]

@amriddle: the timers are:
dial delay time secs 4
dial delay count 0

@hairlessupportmonkey:
I completely understand what you are saying. But what I would like to do first is get a definitive answer to our problem. So I can go back to these 'professional installers' and get our problem solved or get a straight answer from them. Right now they are telling us A, and I need to know if A is correct or if B would be the better option or B is actually correct. The reason I came on here was to get a better idea of the situation. See if these guys actually are doing right by us, or just making us spend more and more without solving any of our problems. I would be more than happy to look for a better install team. But first I must show my boss that these guys are shooting blanks and do not know what they are doing. That's why I came on here and asked my questions. I am sorry if you feel I am just trying to get free support for a system I know nothing about. I spent weeks researching the system. But I could not find the answers I needed, from the Internet or from the installers.

Thanks again for your time and again appreciate any help or suggestions that can be given.

John H.

 

[amriddle01]

The dial delay timer will make it take 4 secs to start dialling once you stop pressing digits, you can try adjusting it down to 2 but some may complain its not long enough to dial

http://www.ipoffice.tel

 

[jhmrt]

So that's the reason why it will take 10+ seconds for the first ring? I read somewhere if I hit the # key after the dialed number it will skip the pause/delay, and it seems to work. I will do further testing to see if it continues to do so for all my outbound calls.

I appreciate all the response and suggestions. At least I know the grounding isn't the likely culprit for the delay in connecting.

 

[tlpeter]

It sounds like provider issues to me when it is delaying with different times.
Make a trace of one call with a delay of more then 5 seconds.

BAZINGA!

I'm not insane, my mother had me tested!

 

[amriddle01]

You began by saying 5 secs now you say it's 10 secs, there's a big difference. You need to make a trace as Peter suggested and get rid of that shortcode I mentioned, if stuff stops working you can easy put it back

http://www.ipoffice.tel

 

[jhmrt]

Oh I'm sorry I thought I said 5 seconds to as long as 10 seconds plus.

I will run a trace and see what happens.

lol ok I will also try to remove that shortcode to test.

thanks again

 

[amriddle01]

Oh I'm sorry I thought I said 5 seconds to as long as 10 seconds plus.

You did, I am blind

http://www.ipoffice.tel

 

[NYSTECH]

XN; N Dial 3K1

Is used for Local calls.. It used to be just

N; N Dial 3k1

 

[amriddle01]

N; N Dial 3k1 will still work, no need for the XN; not that I think it's the issue, but it isn't required and can only get in the way

http://www.ipoffice.tel

 

[jhmrt]

I don't know if this will help. But here's a trace showing two calls to the same number. First call is without the # and took about 7 to 8 seconds to connect. The second is with the # and took about 3 seconds to connect. Sorry for the long post. Does this look normal? Thanks again!!


-----------------------------------------------------------------------------

Extension Number: 3057
Module: 2
Port: 15
Telephone Type: 9508
Current User Extension Number: 3057
Current User Name: John
Forwarding: Off
Twinning: Off
Do Not Disturb: Off
Message Waiting: Off
Number of New Messages: 0
Phone Manager Type: None
Packet Loss Fraction:
Jitter:
Round Trip Delay:
Remote RTP Address:
Connection Type:
Codec:

Button Number Button Type Call Ref Current State Time in State Calling Number or Called Number Direction Other Party on Call
-----------------------------------------------------------------------------------------------------------------------------------
1 CA Idle 00:00:36

2 CA Idle

3 CA Idle

4 CA Idle


Trace Output - All Buttons:
1/11/12 12:56:17 PM-632ms Extension = 3057, Digit dialed, Digit = 9
1/11/12 12:56:17 PM-643ms Call Ref = 2576, Originator State = Dialling, Type = User, Destination Type = none
1/11/12 12:56:17 PM-643ms Call Ref = 2576, Short Code Matched = System, 9N
1/11/12 12:56:18 PM-197ms Extension = 3057, Digit dialed, Digit = 1
1/11/12 12:56:18 PM-711ms Extension = 3057, Digit dialed, Digit = 8
1/11/12 12:56:19 PM-135ms Extension = 3057, Digit dialed, Digit = 0
1/11/12 12:56:19 PM-621ms Extension = 3057, Digit dialed, Digit = 0
1/11/12 12:56:20 PM-173ms Extension = 3057, Digit dialed, Digit = 4
1/11/12 12:56:20 PM-548ms Extension = 3057, Digit dialed, Digit = 0
1/11/12 12:56:21 PM-398ms Extension = 3057, Digit dialed, Digit = 5
1/11/12 12:56:22 PM-308ms Extension = 3057, Digit dialed, Digit = 0
1/11/12 12:56:22 PM-860ms Extension = 3057, Digit dialed, Digit = 3
1/11/12 12:56:23 PM-370ms Extension = 3057, Digit dialed, Digit = 4
1/11/12 12:56:23 PM-859ms Extension = 3057, Digit dialed, Digit = 4
1/11/12 12:56:28 PM-029ms My buttons = 1, Call Ref = 2576, Originator State = Dialling, Type = User, Destination Type = none
1/11/12 12:56:28 PM-031ms Line = 9, Seized, Channel ID = 22, Call Ref = 2576
1/11/12 12:56:28 PM-033ms Line = 9, Channel = 22, Q.931 Message = Setup, Call Ref = 2576, Direction = From Switch, Called Party Number = 18004050344
1/11/12 12:56:28 PM-051ms Line = 9, Channel = 22, Q.931 Message = CallProceeding, Call Ref = 2576, Direction = To Switch
1/11/12 12:56:28 PM-053ms My buttons = 1, Call Ref = 2576, Originator State = Dialling, Type = User, Destination State = Dialling, Type = Trunk
1/11/12 12:56:30 PM-307ms Line = 9, Channel = 22, Q.931 Message = Progress, Call Ref = 2576, Direction = To Switch
1/11/12 12:56:30 PM-309ms Call Ref = 2576, Alerting, Line = 9, Channel = 22
1/11/12 12:56:30 PM-310ms My buttons = 1, Call Ref = 2576, Originator State = Ringback, Type = User, Destination State = Outgoing Alerting, Type = Trunk
1/11/12 12:56:30 PM-383ms Line = 9, Channel = 22, Q.931 Message = Connect, Call Ref = 2576, Direction = To Switch
1/11/12 12:56:30 PM-387ms My buttons = 1, Call Ref = 2576, Originator State = Connected, Type = User, Destination State = Connected, Type = Trunk
1/11/12 12:56:30 PM-387ms Call Ref = 2576, Answered, Line = 9, Channel = 22
1/11/12 12:56:34 PM-263ms Extension = 3057, Switchhook, Status = On
1/11/12 12:56:34 PM-264ms My buttons = 1, Call Ref = 2576, Originator State = Clearing, Type = User, Destination State = Connected, Type = Trunk
1/11/12 12:56:34 PM-264ms Call Ref = 2576, Disconnect from Originator End
1/11/12 12:56:34 PM-265ms Extension = 3057, State = Busy Wrap Up
1/11/12 12:56:34 PM-267ms Extension = 3057, Button = 1, Idle
1/11/12 12:56:36 PM-267ms Extension = 3057, State = Idle
1/11/12 12:57:19 PM-677ms Extension = 3057, Digit dialed, Digit = 9
1/11/12 12:57:19 PM-690ms Call Ref = 2581, Originator State = Dialling, Type = User, Destination Type = none
1/11/12 12:57:19 PM-690ms Call Ref = 2581, Short Code Matched = System, 9N
1/11/12 12:57:20 PM-080ms Extension = 3057, Digit dialed, Digit = 1
1/11/12 12:57:20 PM-601ms Extension = 3057, Digit dialed, Digit = 8
1/11/12 12:57:20 PM-917ms Extension = 3057, Digit dialed, Digit = 0
1/11/12 12:57:21 PM-213ms Extension = 3057, Digit dialed, Digit = 0
1/11/12 12:57:22 PM-354ms Extension = 3057, Digit dialed, Digit = 4
1/11/12 12:57:22 PM-630ms Extension = 3057, Digit dialed, Digit = 0
1/11/12 12:57:23 PM-676ms Extension = 3057, Digit dialed, Digit = 5
1/11/12 12:57:24 PM-556ms Extension = 3057, Digit dialed, Digit = 0
1/11/12 12:57:25 PM-059ms Extension = 3057, Digit dialed, Digit = 3
1/11/12 12:57:25 PM-508ms Extension = 3057, Digit dialed, Digit = 4
1/11/12 12:57:25 PM-771ms Extension = 3057, Digit dialed, Digit = 4
1/11/12 12:57:26 PM-029ms Extension = 3057, Digit dialed, Digit = #
1/11/12 12:57:26 PM-031ms My buttons = 1, Call Ref = 2581, Originator State = Dialling, Type = User, Destination Type = none
1/11/12 12:57:26 PM-033ms Line = 5, Seized, Channel ID = 21, Call Ref = 2581
1/11/12 12:57:26 PM-036ms Line = 5, Channel = 21, Q.931 Message = Setup, Call Ref = 2581, Direction = From Switch, Called Party Number = 18004050344
1/11/12 12:57:26 PM-053ms Line = 5, Channel = 21, Q.931 Message = CallProceeding, Call Ref = 2581, Direction = To Switch
1/11/12 12:57:26 PM-055ms My buttons = 1, Call Ref = 2581, Originator State = Dialling, Type = User, Destination State = Dialling, Type = Trunk
1/11/12 12:57:28 PM-198ms Line = 5, Channel = 21, Q.931 Message = Progress, Call Ref = 2581, Direction = To Switch
1/11/12 12:57:28 PM-199ms Call Ref = 2581, Alerting, Line = 5, Channel = 21
1/11/12 12:57:28 PM-200ms My buttons = 1, Call Ref = 2581, Originator State = Ringback, Type = User, Destination State = Outgoing Alerting, Type = Trunk
1/11/12 12:57:28 PM-202ms Line = 5, Channel = 21, Q.931 Message = Connect, Call Ref = 2581, Direction = To Switch
1/11/12 12:57:28 PM-206ms My buttons = 1, Call Ref = 2581, Originator State = Connected, Type = User, Destination State = Connected, Type = Trunk
1/11/12 12:57:28 PM-206ms Call Ref = 2581, Answered, Line = 5, Channel = 21
1/11/12 12:57:31 PM-069ms Extension = 3057, Switchhook, Status = On
1/11/12 12:57:31 PM-070ms My buttons = 1, Call Ref = 2581, Originator State = Clearing, Type = User, Destination State = Connected, Type = Trunk
1/11/12 12:57:31 PM-070ms Call Ref = 2581, Disconnect from Originator End
1/11/12 12:57:31 PM-071ms Extension = 3057, State = Busy Wrap Up
1/11/12 12:57:31 PM-073ms Extension = 3057, Button = 1, Idle
1/11/12 12:57:33 PM-075ms Extension = 3057, State = Idle

 

[amriddle01]

It's the dial delay timer, reduce it as I said

http://www.ipoffice.tel

 

[jhmrt]

I set it to 3 for testing. 2 might be a little too quick. I'll see if anyone complains with it set on 3 and see if connection time gets better.

thanks again amriddle