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IP Office R11.0.02.0(23) - Dial Tone Sound Over the Top of the Call

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jokermia

IS-IT--Management
Mar 4, 2004
304
US
IP Office R11.0.0.2(23) Essential Edition, 9508 phones, POTS lines...

The customer has a problem where calls that come in have a dial tone on top of the call audio. The problem is intermittent at some phones and virtually 100% at a few of the phones, though that may be because those particular phones do the bulk of the answering. The lines were all tested at the DMARC and are clear, the cabling was tested in the Telco Room and also tested good (and looks clean), and there are no major alarms on any of the lines in System Status. The system is connected to a UPS and also grounded.

We've tried turning off Echo Cancellation and AGC, we've swapped phones and station ports, and tried unused trunk ports on the Combo Cards, all with the same result of the dial tone on top of the call. We also tried calls from land lines and cell phones. We were able to get a few clear calls from T-Mobile and Spectrum cell phones, and that was after turning off AGC, but calls from the site contact's Verizon cell have resulted in the issue on every call but one.

The phones and trunks with the issues are on separate DS8 and Combo Cards, and the problem happened no matter which station or trunk port was used. The only thing we've been able to notice that's odd is that when the call comes in on Line 1, the call briefly shows up on Line 2 as well, then that disappears and the call only shows on Line 1. The dial tone still occurs on top of the call long after the call disappears from Line 2.

I believe the LEC will say there's no issue on their end, that there's good dial tone and NTF, and will blame the internal wiring or equipment. While I'm happy to switch out Combo Cards, etc. to rule them out, I don't want the customer to have to spend money needlessly if it doesn't solve their issue.

Has anyone had this issue before or any guesses on what could be causing the issue? The site did say the trouble only started recently, but there hasn't been any construction or work going on around the facility that they know of. Thanks in advance for any help you can provide, and please let me know if there's other info you need from me.

 
What would happen if you connected 2 analog phones at demarc, one to Line 1 and the other to Line 2? Would they both ring with an incoming call to Line 1 as you have stated above? If so, it's a Telco issue.

If no issue detected at demarc then try the same test with Line 1 and 2 where they connect to the IPO. If the dual ring occurs there then it's a problem with your internal wiring between the demarc and IPO.

 
We'll definitely try that, thanks. One thing I forgot to add is that when you call Line 1, System Status only shows the call coming in on that line, not on both 1 & 2. Doesn't mean it still can't be internal wiring, but it's something.

 
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