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Option 11 c Phones not responding 1

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HelpAtWork

HelpAtWork

Technical User
Mar 20, 2008
71
CA
Constant freezing problem with our phones here. Agent will be on a M3905/M3904 phone, they will hear a loud crackle sound (sounds like a radio active detector if you ask me) and the phone will be unresponsive. (Locked up, No sound, customer is gone, you can't hang up, kaput.) The agents are using Avaya client and DID's to communicate with customers. When looking on the PBX we see ERROR 057 and BUG253. This problem is intermittment.
Help!
 
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That's unusual. I would say a backplane issue or a network issue. You could have your SSC going bad. Power that thing down and reset every card in the system. Remove any card that is not being used. What type of station cable are you using? Is that system and UPS grounded together? While powered down, measure the ground, then re-power, and measure again. Where does the ground attach to?

DocVic
Dedicated to Nortel Products till the end.
Need help?
 
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a while back there were a bunch of patches for Bug253 issues on 3.0 and 4.x

but nothing about noise.....


Are all the problems always with a "outside line call" (DID call), never internal?

You might be having a problem with the T1/PRI card? Bad DLC card?

See if there is any pattern to the time it's reported.....

__________________________________________________________
Find a job you love and you'll never work a day in your life. - Confucius
 
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@ DocVic yes we did reseat every card, last year. This problem has been going on for quite some time now. Since 2007. Comes and goes.

@Trinton101, looking into some PRI configuration now...

We thought we might have had a bad database files/corruption so we reinstalled and configured our switch with with new database files and updates.
 
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To date, in an effort to track down and resolve this issue we have:

Replaced the SSC card, and dont a complete re-load by hand,

All patches are installed and up to date,

All sets have been upgraded to the latest firmware for our release (FW 93)

We have reseated every card, as well as reseated the clock controller.

We had borrowed a bunch of line cards, and systematically switched them all out, each time the glitch has come back to get us.

We changed out the power supply in the main cabinet.. We have checked the ground.

We are currenly waiting to get info on how the far end is confiured,...

Its been such a pain to diagnose this problem, as sometimes we can go weeks or months without seeing a problem..

All inactive cards are out of the system.

Occasionally these BUG265 and ERR57s happen when no one is even in the building..,

Occasionaly we get SLIPR's on all the loops, not many. usually 1 or 2... all other counters in ld60 lcnt are zero..

I've read on another thread that perhaps BUG265 is caused by a mismatch in configuration between Telco and us...

We are wits end, no suggestion is ignored at this point.. we feel like we have ben down every avenue multiple times..

 
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yes, all most calls we do are DID. its 95% of our business... however, it also happens on inter-office calls...

however, sometimes the phones will freeze when not in use.. ie: no agent sitting at the desk, no call in progress..

we are waiting for the telco to call us back, just to double check their PRI settings vs our PRI settings..
 
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sounds like you've done a lot,

when you say that the phones freeze without being used, that one is really strange... how do the users know? they try to use it and it's dead?

how do you get the phone working again? wait, replug?

Also, maybe change the passwords on the system, maybe someone is going in and disabling TNS when these people are on the phone....

__________________________________________________________
Find a job you love and you'll never work a day in your life. - Confucius
 
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Have you changed the Fibre between cabinets? Last year I had a customer who was having weird problems with M3904 agent sets locking up, and it was the Fibre, I Changed the Fibre, Fibre Daughterboard and Fibre Receiver Card to be certain and the problem stopped.
 
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One of the things you have checked is the grounding, but have you checked it under different conditions? If it has been extremely dry, that can adversly affect the grounding and cause at least some of the issues you have described, especially if you live in an area with sandy soil. A quick test for this, if it is happening in dry weather, pour some water into the ground around the ground rod and see if that makes any difference (you might want to use a plastic hose or bucket!!)
Just a thought as you seem to have done some good testing on everything else.
One more thing, are your circuits and your equipment all grounded to the same place, or different places?
 
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Triton: It's just something we noticed.. checking every set when there was a problem etc... Sometimes if we just wait phones wake up, most time we unplug them for 10 seconds and they are back up... The system is locked down, with very few people able to get in, the TNs arent being disabled.

MossEng: We have replaced the fiber daughterboard, il have to go back to notes to see if we replaced any of the reciever cards, or fiber cables.. part of me thinks no..

The telco is looking in to some potential problems on their end.. It sounds promising, but I cant stop looking, in case it is a problem on our side that i can't find..
 
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Everything in the building is grounded to the metal frame building.

We checked in to the possibility of wet / dry conditions.. however this issue hits us during wet, dry hot and cold seasons.. There is no rhyme or reason to when it strikes.
 
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I've found some details below. It might be none of them!.


#########################################################

Option 11C upgraded to rls 5.50J

Repeated BUG253s seen during the day eg:

mplr26182 was provided and stopped the BUGs

#########################################################

BUG5763 or BUG253

Bug 5763 and or BUG253 being generated since upgrade to release 5.

MPLR27845 which was intentionally to created to fix BUG5763, fixes a pointer which is a reason for both BUG253 (for this RAS) and BUG5763 in procedure SETCFWDN.

#########################################################

ITG inter unable to make calls over the network.
BUG253 BUG0253 in history file.

Scenario.
Every now and then customer complains of not being able to make calls over the ITG network.
No circuit channel available message seen on originating site DCH messaging.
Traces on the other site indicate the call reaches the ITG card (h323SessionShow) but never send the call to the DCH and onward to the M1.
BUG253 seen in history file (now and then, not during the call)

It was found that by changing NCRD to NO cured the problem. If NCRD is not needed (it shows status of call forwards etc on the far away site) then this fix will do. Otherwise a more permanent fix will be required. (Exact scenario is not known).

All the best

Firebird Scrambler
Meridian 1 / Succession and BCM / Norstar Programmer in the UK

If it's working, then leave it alone!.
 
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It still sounds like a grounding issue. Is the telco box grounded to the same ground you are using for the PBX, UPS. or any other device connected to the PBX? Can you punch a hole in the floor and add another ground close to the switch? Is the building ground bonded to a good ground source?

Something is causing this system to "stumble". Commercial power or a bad ground can cause this.

Can you borrow a Dranitz meter from anywhere?

The SSC "REALLY" likes to see a ground. If it doesn't, it takes a second to try the third wire on the power plug, but the power supply doesn't have any intelligence to say "we're okay".

Did you replace the cabinets? That backplane could be bad!

DocVic
Dedicated to Nortel Products till the end.
Need help?
 
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Connecting a ground wire to the building is not necessarily the best option. Is there a way for you to have a separate ground wire run external to the building and staked outside?
You could have all kinds of equipment grounded to the building, which, when switched on, could cause all of the issues you are describing. The intermittent nature of the problem, could be related to a piece of equipment that is only used occasionally.
 
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We have been over the grounds, and they all fall within Nortel specification... however we have purchased some copper and have started the planning phase of re-grounding the CS1000 cabinetes..

Interesting enough, after the telco looked in to their end, they changed the framing setting on a few loops, 2 of whcih carry our D-Channels... the problems stopped at this time..

However, we can't be sure this was actually causing our problems... Now we play the waiting game again.. as all bugs and errors are gone, without a single hiccup today..

It should be noted this problem popped up after years of working almost flawlessly.

We are thinking perhaps its the clock controller, but without being able to pinpoint the problem, its hard to get a bucket of cash to throw at the problem... we've already spent a metric butt load of cash, only to have the problem back a day/week/month later.
 
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The telco would not cause sets to lock up unless they were sending you a "data flood" across the D channel. Are you getting a rash of errors on the circuits? If not, It's not the Telco causing your problem. Keep looking for for anything out of the ordinary. I still think you need a ground rod right next to that system. Have you ever heard of a 'star ground'?

DocVic
Dedicated to Nortel Products till the end.
Need help?
 
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