Mitel 5000 Dropped Calls after 10 minutes

[cpetech001]

I am new to this forum so please bear with me...

We have a Mitel 5000 with system release 5.0.65.

We have an ISDN PRI connection for all calls in and out.
We have mostly digital phones and 3 IP Phones.

One of the users with an IP Phone is complaining of dropped calls after 10 minutes. The user is making outbound calls and is being dropped after 10 minutes. When he is dropped the call goes away and he hears dialtone on his handset.

I am not sure if there is a problem with timers or what but the PRI is served out of an Lucent 5ESS and is NI2. We have the PRI Module set to National ISDN 2 per the telephone company.

Any thoughts or suggestions would be appreciated. I have access to the Mitel DB Programming.

 

[NTEDave]

The only timer that looks like it could be right and at default is 10 minutes is the abandoned call timer.

In Mitel DB Programming go to System / Timers and Limits then change the Abandoned Call Timer to 255 minutes to see if the fault goes away.

This timer shouldn't make any difference to outgoing calls but you would need to do some investigation work on how the users call is routed out to be sure.

 

[Waldosworld]

you state one user with an IP device but make no mention of other users. have you made a test call from a digital set?
the timer mentioned is recall related not a call in progress.

 

[cpetech001]

NTEDave, I looked in DB Programming and Abandoned Call Timer was already set to 255 minutes.

This seems to be only happening to ext. 1001 which is a 5330 IP Phone.

The other users do not experience this issue, we have about 12 digital sets and 3 IP phones.

If I look in Mitel System Admin and Diagnostics, the calls that are dropped all say Terminated By Trunk. Most of the other calls say Terminated by Phone. Most of the ones that say Terminated by Trunk are calls that ended up going to voicemail.

 

[NTEDave]

Can you compare extn 1001 Associated Extensions then Outgoing Extn to other users, stumped to be honest with this one....

 

[cpetech001]

Ext. 1001, which is the 5330 IP Phone has Outgoing Extension 92015.

My extension is 1200, which is a digital phone, and it has Outgoing Extension 92015 also.

If I look at Trunks, Trunk Group 92015 is our PRI circuit with 23 B-Channels.

I did find something odd though. If I go to CO Trunk Groups, 92015, Multiple Ring-In - there are 4 Extensions listed there 1001, 1000, 1200 and 1201.

I am trying to figure out why those 4 extensions are in there and if it has anything to do with this issue.

 

[cpetech001]

It also seems that the dropped calls all occur on channel 23 of our PRI trunk group.

 

[NTEDave]

Could it be that other users don't generally make calls over ten minutes so haven't noticed the issue or have you tested longer calls on other phones?

You can dial the channel number directly to access and make test calls.

If it only happens on channel 23 it sounds like it could be a network provider problem??

 

[Crowtalks]

You could try disabling channel 23 temporarily and see if the issue goes away. If it does, then the trouble lies in either your Dual Frame Card or the telco.

"If I had known it would turn out like this, I would have became a locksmith" Albert Einstein

NCSS NCTS NCTE CS1000E
Mitel 3300 4.2 basic & advanced, 5000 4.0, NuPoint I&M 4.2

 

[anothersupportguy]

Surely you want to grab the ISDN logs and check what happened to this call. It's where the first part of your explanation of this problem will be.
If it's ended by the PRI Telco, speak to them
If it's ended by the 5000, then spend time looking further at the 5000, possibly sending the History Queue to Mitel's Tech Support team for review.