Problem one:
Several months ago we installed a 16 port MICB into the Meridian system in our San Jose office. Since it's installation, we've had problems with users calling in from our Austin office, (where we have a Norstar system). Callers from our Austin office are barely audible to other participants. The problem is not cut and dry, though. It appears that the audibility of the Austin callers diminishes with the number of participants in the call, as well as the time in the call.
For example, someone in San Jose starts a conference. Someone from our Austin office calls in. As other users call in, whether from Austin, San Jose or elsewhere, the Austin participant's voices becomes more and more faint, to the point where they are nearly imperceptible. In other cases, with only one participant from San Jose and another from Austin, the Austin caller is initially heard clearly but over time, (5-10 minutes), their clarity diminishes.
If a caller from Austin uses a cell phone to access the conference, no clarity problem. I've tried using the fax machine, (which doesn't run through the Norstar), in Austin and was heard only marginally better, though still more faint than other participants.
In all cases Austin participants are still able to hear other participants clearly, and no other participants have a problem being heard.
Our local Nortel rep can find no fault in the Norstar system in Austin, The San Jose rep can find no fault in the MICB installation and the local carrier in Austin claims the lines test adequately to their specs. We are using analog lines for phone service in Austin, and I have seen one mention on this forum about a known issue with analog lines and poor amplification. I pressed our local Nortel rep about this and they claim no knowledge.
Problem two:
A couple weeks ago the hard drive in our NAM failed. We had the NAM replaced and reprogrammed. Shortly afterward, the users in our San Jose office reported that they could no longer navigate our auto attendant. When they call, they hear the greeting, but if they try to dial an extension they are not routed. Eventually they are dumped into the operator mailbox, (system timeout?). They can choose directory, (# key), but if they try to spell a name they are either misrouted, or eventually dumped into the operator mailbox.
Calls originating from other locations do not have this problem. All calls originating from our San Jose office appear to have this problem. I have one report that someone experienced this problem when calling from their cell phone, but other than that no one else outside of the San Jose office has had this problem.
Our Nortel rep has been assisting us, but so far has not been able to diagnose the problem. His thought is that the DTMF tones are not being received by our phone system. We performed a conference call with the Nortel rep and a user from San Jose on the call together. The San Jose user dialed the primary Austin number successfully, but when they tried to enter keys to navigate the auto attendant, they were unsuccessful. The Nortel rep then tried the same and navigated without problem. One thing they did notice was that the DTMF tones were very faint when entered by the San Jose user, though quite clear when entered by the Nortel rep.
I will add one other possible clue. When the MICB was first installed, one complaint I heard was that DTMF tones were not being recognized on the bridge by the Austin callers. Austin users could call the bridge, but once they received the voice prompt, their key punches where not recognized. I have never been able to duplicate this and no one has reported it again.
So, any ideas on what may be causing these problems and if the two are related? Suggestions, courses of actions much appreciated.
Thanks,
Todd A. Van Duren
Several months ago we installed a 16 port MICB into the Meridian system in our San Jose office. Since it's installation, we've had problems with users calling in from our Austin office, (where we have a Norstar system). Callers from our Austin office are barely audible to other participants. The problem is not cut and dry, though. It appears that the audibility of the Austin callers diminishes with the number of participants in the call, as well as the time in the call.
For example, someone in San Jose starts a conference. Someone from our Austin office calls in. As other users call in, whether from Austin, San Jose or elsewhere, the Austin participant's voices becomes more and more faint, to the point where they are nearly imperceptible. In other cases, with only one participant from San Jose and another from Austin, the Austin caller is initially heard clearly but over time, (5-10 minutes), their clarity diminishes.
If a caller from Austin uses a cell phone to access the conference, no clarity problem. I've tried using the fax machine, (which doesn't run through the Norstar), in Austin and was heard only marginally better, though still more faint than other participants.
In all cases Austin participants are still able to hear other participants clearly, and no other participants have a problem being heard.
Our local Nortel rep can find no fault in the Norstar system in Austin, The San Jose rep can find no fault in the MICB installation and the local carrier in Austin claims the lines test adequately to their specs. We are using analog lines for phone service in Austin, and I have seen one mention on this forum about a known issue with analog lines and poor amplification. I pressed our local Nortel rep about this and they claim no knowledge.
Problem two:
A couple weeks ago the hard drive in our NAM failed. We had the NAM replaced and reprogrammed. Shortly afterward, the users in our San Jose office reported that they could no longer navigate our auto attendant. When they call, they hear the greeting, but if they try to dial an extension they are not routed. Eventually they are dumped into the operator mailbox, (system timeout?). They can choose directory, (# key), but if they try to spell a name they are either misrouted, or eventually dumped into the operator mailbox.
Calls originating from other locations do not have this problem. All calls originating from our San Jose office appear to have this problem. I have one report that someone experienced this problem when calling from their cell phone, but other than that no one else outside of the San Jose office has had this problem.
Our Nortel rep has been assisting us, but so far has not been able to diagnose the problem. His thought is that the DTMF tones are not being received by our phone system. We performed a conference call with the Nortel rep and a user from San Jose on the call together. The San Jose user dialed the primary Austin number successfully, but when they tried to enter keys to navigate the auto attendant, they were unsuccessful. The Nortel rep then tried the same and navigated without problem. One thing they did notice was that the DTMF tones were very faint when entered by the San Jose user, though quite clear when entered by the Nortel rep.
I will add one other possible clue. When the MICB was first installed, one complaint I heard was that DTMF tones were not being recognized on the bridge by the Austin callers. Austin users could call the bridge, but once they received the voice prompt, their key punches where not recognized. I have never been able to duplicate this and no one has reported it again.
So, any ideas on what may be causing these problems and if the two are related? Suggestions, courses of actions much appreciated.
Thanks,
Todd A. Van Duren
