Merlin Magix dropping calls

[Telecomboy]

Have a client with a Magix processor in a Legend clamshell. 3-cabinet Legend with VoIP service provider handing off to Legend as POTS. 16 POTS over 4 different 412TDL cards (3 in first cabinet, 1 in last cabinet). No errors on the system. Provider claims they are receiving a disconnect request from the Magix which is why the calls are dropping. I have a hard time believing this is the Legend. Is there anything I can do to prove it's not the Legend? I've pulled (1) line to connect to a cordless phone to see if the drop happens outside the system and it hasn't happened yet. Could the processor cause dropped calls?

 

[WikiTech]

Any patterns isolated? are the calls dropped during conversations? while on-hold? Values in Trunk-translations, can be tweaked. Curious to Trunk milliamp readings from VoIP hand-off.

 

[Telecomboy]

Both inbound and outbound calls across all lines. They use different lines/modules for inbound and outbound as well. It seems to come in waves. It will be fine for 2-3 days and then all the sudden one afternoon it will happen 10-20 times. The service provider has replaced their router with no effect. It hasn’t happened to a call on hold. It is always a live call. It can happen within 10 seconds of being on a call as well as 10 minutes. Tough one as there really is no pattern. The provider just keeps saying they are receiving a disconnect message from the system which is why they are dropping the call.

 

[Dexman]

When I see "disconnect message" I think of PRI/ISDN service. Are there any traditional POTS lines onsite that can be used to prove the Magix? Do multiple calls drop at the same time, or is it only a single call at any given time?

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[WikiTech]

I suggest grounding all three cabinets.I have cleared many flukey issues on Legends with a good ground.

 

[Telecomboy]

No true POTS on-site. They are all through the provider's router. It has been working fine for 3 years now which is another reason I doubt it is the Legend. The cabinets are grounded. The phones stay lit when this happens so it looks like the line is still active (no lose of power).

Calls do not drop at the same time. I was on-site last week and on a call when another person said their call dropped.

 

[Dexman]

At this point, I think that this is a problem with the provider's network. The disconnect is, likely. being detected after the customer hangs up due to the call...seemingly...having been dropped.


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[Telecomboy]

That's exactly what I've been telling them. You start to doubt yourself though when they continue to push back saying there is no way it is their issue. Anyway, hopefully we can replicate the issue with the single line set outside the system and that will show it is them. Thanks!

 

[WikiTech]

Make sure Trunk-translations show reliable-Disconnect?

 

[Telecomboy]

On the phone system or on the service provider side?

 

[WikiTech]

System Trunk Translations>