Legend system doing weird stuff

[donna123]

We have a customer that is about 250 miles away and is reporting via email some really weird stuff going on. I am not sure of the Revision of the system, but I know it is really old Legend. Here is what they are reporting:
"Issues with hanging up on clients, phone ringing off the hook to caller but not in the office. Issues with transfers to voicemail, night message clicking on during the day without staff turning it on. There seems to be a phantom is the phone system that causes lost calls. Handsets fade in and out so it is difficult to hear. This has been reported by clients, referral sources, and staff. We have had Tel Serv in to address these issues with no resolution. We have had the phone company check the phone line with no resolution."

So....system self destruction? Time for a new one or is there some things to try?

 

[cvrbob]

well until you can prove something either way, how can you blame the phone system ? , my first impression is your vendor

ringing off hook
reports by clients

 

[dagwoodsystems]

When base-lining problems, you must also take the human factor into account. What I mean is that sometimes the reported problem is manufactured, dramatized or perhaps unintentionally overemphasized. Weird problems make people uncomfortable, and they sometimes underscore the nature of the thing out of fear that you'll scoff at it. Other times the problem is reported accurately, but it's not a hardware issue at all.

For example, I had a customer once ask me to "report disconnect issues on their main line". Why? The receptionist endured a stretch where calls were immediately disconnected when she answered. A little observation revealed that the calls were isolated to a single number in the hunt. That ultimately led to a private home number--the owner of which chronically misdialed a friend's phone. And whenever he heard, "Thank you for calling [so and so]" instead of his friends answering machine, he would simply hang up and try again.

In this case, I share cvrbob's opinion. Of all the ways that I can explain the source of your client's problems, MOST involve the service provider/phone company in some way. I won't discount the possibility of an "old Legend" causing trouble, but it's waaaaay down my list.

So who is Tel Serv and what, if anything, did they discover?

Tim Alberstein

http://www.dagwoodsystems.com

 

[dagwoodsystems]

Your question keeps haunting me and I've given it more thought. I've circled back around and am now reconsidering the Legend as a problem source.

It COULD be that one of the Legend's power supplies is starting to let go. That or perhaps a number of phones were added to a carrier which brought the total unit load to a questionable level for said power supply.

I have to allow some minor discrepancies in your client's story, but otherwise the fit is pretty good.

Tim Alberstein

http://www.dagwoodsystems.com

 

[HiDesert]

Alot more info is needed to properly troubleshoot this system...can you REMOTE ACCESS the switch?? It doesn't sound
like you know very much about the vintage or overall condition of the switch...what do the error logs say....
Too Many Questions....

 

[donna123]

I will get with the customer and investigate this further. Thank you for giving me a place to start looking. I will report back soon!

 

[donna123]

Well, so far I have narrowed down the vintage as a Legend 3.0 V10.0...I haven't gotten error logs yet, hope to have remote access this afternoon

 

[HiDesert]

Still sounds like dial tone issues. Given the vintage of the
processor..you might have older A1 or A3 power supplies....
you might want to suggest that the customer purchase a few
updated cards.

 

[donna123]

I sent them a new (different) power supply to try. We will see what happens with that. Thanks everyone!

 

[mikey71174]

I have seen these problems in many different types of systems - to include Meridian and Avaya. 9.9 times out of 10, it's been a power issue related to a faulty continuity shelf. All these issues that you're describing are the direct result of power surges. On digital lines, surges resulting from shorts in the lines can cause phantom ringing, dropped calls and all of the other problems you're describing. If the lines have been tested and show no shorts, the your problem resides in the power shelf. You need to find out the maximum number of lines allowed by your system, and see how close you are to that number. If you're good there, then you need to consider replacing the power continuity shelf.

 

[CarGoSki]

This sounds like a prime candidate for q&a to go something like this:
Power Outage?
Oh really.

Followed by a proper power cycle of the system.

It's people like you who generalize.

 

[HiDesert]

We still don't anything about the condition of the system.
Have you remote accessed it yet? to see what the error log
tells you.
Inquiring minds what to know?