IPO 500 V2 - new system, no internal dial tone - BT stumped 1

[IPONoob]

Hi All,

New to the forum, and a fairly inexperienced tel system admin, so please be nice!

We just had a brand new IPO 500 V2 system installed, to replace our BCM 50 system. Our incoming lines are ISDN30e. From the get go there were 2 problems - IP phones have no internal dial tone, and the analog lines just get a solid tone when you go off hook (we have 2 analogue conference sets).

All IP phones can dial extensions OK, we use an ARS form with secondary dial tone for external calls after dialling '9' and the secondary dial tone works fine - external calls work fine too, and incoming calls all work fine also.

You can call the analogue extensions and they ring OK, but can't call internally or call out from them. One other possible symptom is that we have one 'hot line' extension set to dial an extension when it goes off hook, this does not work - although you can force it with a short code N / dial ext / extno, so it seems the system is detecting the phone going off hook (I initially wondered if there was some way in which the phones could have the on hook switch disabled?)

We have now had 5 different engineers look at the system / config etc, they have also tried a full new system (with new cards also - not just swapping the cards into a new chassis), no joy.

Only suggestion that BT support had was to check the Local tones is selected, which it is. We have also tried an IP phone with external PoE power supply, straight in the LAN socket, still the same issues. They also tried formatting the SD card and installing fresh config, faults persist.

They have now sent a new SD card, and I am waiting on another visit to try this card out, but I can't see it being that (And neither can they).

I had a good search on here and the interweb generally, and can't find any other occurrences of this - last BT engineer on site says he's been installing IPO for 2 years and never seen it.

Anyone got any ideas? Luckily the system appears to basically 'work' OK other than these faults, but I am starting to get a fair bit of grief over not being able to use the analogue conference sets in our meeting rooms :-(

Many thanks for any help,
Regards,
Craig

 

[mattKnight]

>I think one of the issues here is that the guys who 'installed it' were different people than those who came back to troubleshoot it, and then different again the next time - each time working on the basis that 'Jim said he's checked the config and it's fine' etc.

That's very generous of you...

However, not 1 of the 5 had the wit to take either a SSA or monitor trace which woudl have diagnosed the issue in minutes.

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[tlpeter]

Indeed, monitor or SSA would have shown the problem straight away.
Also i never assume that a colleague did his job perfectly.
If he has checked the config then i will do it again.
But first i open the config, check it briefly and run a monitor trace.


BAZINGA!

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

 

[hairlessupportmonkey]

Craig,

I can give you three or four reference sites of ours that had BT install an IPO and made a complete hash of it. I suspect you were also over charged for the system and sold licenses you will never need. If you want some local expert advice or a system reprogram, let me or amriddle01 know. (depending which end of the country you are)

We feel your pain.

ACSS - SME
General Geek

 

[IPGuru]

IPOMonkey

IPGuru, I thought that you guys did the installations for BT?

Not quite
We maintain a number of sites on BT's behalf but these are usually ones they have taken on form other maintainers.
It is a long time since we did a true install for BT as they now have their own IP Office Engineers.

Sometimes we get asked to look at one of their installs if they cant fix it (we did not look at this one, honest)


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

 

[IPONoob]

Thanks guys. HSM - many thanks for the offer of assistance. I'll see how I get on. We have a fairly simple user base (I mean in terms of how the use the telephone system, not so much that they are simple, although.....) so I don't need to do anything too clever. I'll go through the avaya training, refine things a bit where required, document it and then that should be me.

One further question - if it's ok to hijack my own thread a bit - I was trying to run the monitor tool during all of this, however it just sits there saying 'trying to connect'. Manager and SSA work fine, but not monitor. Of course I have checked the IP address is correct, and I'm trying to run monitor from the same laptop as Manager and SSA. Any thoughts on that?

Have a good weekend all,

Craig

 

[IPGuru]

Are you using the correct password (it is not the same one as used by manager & SSA)?

the default is password


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

 

[amriddle01]

Intdeed it will be "password" you need to enter, monitor never tells you when you have it wrong



"No problem monkey socks

 

[tlpeter]

SMTP errors in the IPO will if i am right

BAZINGA!

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

 

[TomMills]

let me or amriddle01 know"

*ahem*

http://www.twitter.com/tem1985

APSS/ACIS/ACSS-SME
not arrogant, just succinct.

 

[Westi]

and the rest of us is chopped liver?

I like road trips

Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives.”

 

[amriddle01]

It's like Google Tom, the most relevant links are first



"No problem monkey socks

 

[TomMills]

You're right, too busy anyway. ;-)

http://www.twitter.com/tem1985

APSS/ACIS/ACSS-SME
not arrogant, just succinct.

 

[hairlessupportmonkey]

ACSS - SME
General Geek