No audio on outside calls inbound or outbound

[vortex9]

Merlin Legend 7.0 v9.0 System has been up and running fine for months. This week all extenstions on the 408 GS/LX-MLX card in slot 2 started having an issue where they hear no audio on an outside call (inbound or outbound). The extentions function fine on station to station calls, calls to voicemail, etc... however on an outside call the offsite person hears the audio from us but we hear nothing. Phone and handset hardware are all working fine. I've swapped 408 cards. Restarted the system several times. Off-hours I shutdown and pulled all the cards, booted with just the processor, then shutdown and reinstalled all the cards and booted. Still experiencing the issue.

Current Slot 02 status: Roff Yoff Goff
Mode: normal
Alarms: No
Maintenance Busy: no
Errors: yes
- Card inserted/removed slot02 port00 7/24/07 code 000B
- Power up cold start slot02 port00 7/24/07 code 0016

Any ideas?

 

[tdaugirdas]

What happened when you swapped 408 modules - did the phones start working? Have you reset AND restored each 408 module?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[vortex9]

Swapping the 408 cards unfortunately did not resolve the issue. I did reset and restore slot02 via the operator console, but the issue still remains.

All the tests in maintenance come back fine for either of the 408 cards that I put in that slot.

 

[merlinman]

So, you are saying that no matter which card you put into SLOT 2, it fails.

I have seen a bad slot in a backplane. It is VERY RARE, but i had one just last month.

 

[tdaugirdas]

I would leave the 408 module in slot 2 temporarily and busy the slot out - shut the system down - and move the cards over to the right - then do a board renumber and then a system renumber to skip the dead slot 2 ports, i.e. shift your extention numbering to continue on from slot 1 to slot 3 and beyond. Leave no module in slot 2 - and of course do a system backup. Your other option is to buy a new carrier and replace the old one.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

Tom's idea could prove if the slot is bad.

If so, you could either leave it setup that way, or purchase another backplane.

They are not very expensive.

 

[vortex9]

Thanks for the help. I'm upset with myself that I didn't check this sooner but the same issue exists in any slot other than slot 1. I have 408 cards in slots 1, 2, 3, 4 and a vm card in the end slot. The company moved into the building in March and we don't have everything wired yet so we've only got 10 stations up (100 - 110). The problem started a few days ago with stations 108-110 on slot 2. Instead of just plugging those stations into another port on one of the other cards I've been trying to fix slot 2 (didn't want to admit that I couldn't resolve it). After your suggestions to get them up and running on one of the other cards in slots 3 & 4 - I am having the same issue (no audio on an outside call). I've called a local Avaya guru in the area who said he'll stop by tomorrow, but admittedly he said he's stumped given what I've already tried (swapping cards, renumbering, et al).

 

[tdaugirdas]

Sounds like the carrier may have been damaged - somehow. It may a problem with the power supply - have you checked the voltages??



Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[vortex9]

I just wanted to follow up, after replacing the power supply and the carrier/backplane to no avail it turns out that the issue has something to do with the trunk ports on the 408 card in slot 1. Moving the 4 lines lines from the trunk ports on slot1 to any other trunk ports in any other slot and reconfiguring the pool - things work fine. For now I've marked the trunk ports on slot 1 as bad and I'm calling it a day. Thanks again.

 

[merlinman]

Replace the Module in slot 1.

AND, next time, let's all do a better job of trouble shooting!