Merlin Legend - caller hears dead air when calling DID

[clevey]

We have a Merlin Legend with a 800DID card installed. Has been working fine for a number of years.

Lately, we have an intermittent problem: when a caller calls one of the DID numbers, they sometimes hear nothing but dead air - other times they hear the ring and the call completes fine.

I have listened to the phone system. When a DID call is made, I can hear a 'click' coming from the 800 DID. When the problem occurs, no 'click' is heard.

There are multiple empty ports on the card. Can I just move the DID lines to other ports and stop using the port that I suspect is bad? Do I have to lock-out unused ports somehow? Is it likely the entire card is bad and needs replacing?

Thanks for any help you may provide.

 

[merlinman]

Well, if you are not using all 8, then you can just move them around as you see fit.

It's not like they are used for out going, just imcomming, so what ever the system sees coming in should be recognized.

HOWEVER, before I did that, I would power down and back up and see if that changes anything.

(It probably will.)

Also, what is the make up of the system.

You may be running out of Touch Tone receivers, and it may not be the fault of the D-I-D module at all.

 

[TouchToneTommy]

It may also be a bad trunk from the telco. Where I'm located, they will use the DID trunks in a circular fashion. If you label the trunks, the place multiple calls to one extension with a display, see if all the trunks are being used, or if it fails consistantly when it hits a certain trunk or trunks.

 

[clevey]

I have cycled the power to no avail. We are using 4 trunks, labeled 1 to 4. In watching the phone display I have noticed that the DID trunks are used in a circular fashion 1-3-2-4 1-3-2-4 with the failure always happening on trunk 4.

I have moved trunk 4 to other ports on the 800DID with no change. I have busied-out ports that it fails on with no change.

The telco insists there is nothing wrong on their end.

What do I do next? Thanks for your help.

 

[TouchToneTommy]

Swap trunk 3 and 4 and test again to see it the problem moves with the trunk. Try reversing the polarity (tip and ring) of the bad trunk, but if it doesn't make a difference, put it back the way it was. If these tests prove the problem to the trunk, insist that the telco has a problem and that they dispatch someone to your site right away.

 

[Pepperz]

Problem is Telco.

Pepperz@newper.net

 

[Yahtzzee]

To test DID trunks on a Legend system, simply access the trunks at the DMARC with a butt set, then dial thru the system using pulse on tone depending on programming in the legend, you should be able to dial through to an existing extension in the DID range by dialing the correct number of digits, example ext102,ext1002(according to the dial plan in the legend)this will eliminate the issue of problems in the Legend, and prove the trouble back to the network. if you have a port that will not dial thru the legend in this manner remove it from the DID block, see if that fixes the trouble, if so replace the board or change the port.