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Outbound Calls Connect after multiple attempts (Analog Trunks) 5

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dsm600rr

dsm600rr

IS-IT--Management
Nov 17, 2015
1,444
US
Hello all,

I have a client stating that when they attempt to make an outbound call, sometimes it takes multiple attempts before the call will connect. This has been going on for a week or so and per the client, the issue seems to be getting worse, meaning its taking more attempts before the call will connect.

They are running R7.0

When watching some of the calls in SSA, one thing I have noticed is that when the call does not connect, the "Trace Output" shows "Disconnect from Originator End" - as if they hung up the call. I will then see them re-attempt the call and it connects.

They have reported no issues in regards to inbound calls.

Thoughts?

ACSS / ACIS
Dcomm, LLC
 
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Not sure if this is related however stick out to me in SysMon.

625825164mS ATMChannel: [3] CMLinkLayer Rx: 'DisconnectAck' (ls)
625825656mS ATMChannel: [3] Sloppy timeout(500ms)
625825656mS ATMIO: [3] TRUNK RELEASE (no line dropped)
625825656mS ATMChannel: [3] StateChange Releasing->Idle


ACSS / ACIS
Dcomm, LLC
 
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10/13/22 1:59:35 PM-920ms Line = 3, Seized, Call Ref = 1191
10/13/22 1:59:35 PM-978ms Call Ref = 1191, Originator State = Dialling, Type = User, Destination State = Dialling, Type = Trunk
10/13/22 1:59:38 PM-976ms Line = 3, Wait for Dialtone Ended, Call Ref = 1191
10/13/22 1:59:38 PM-976ms Line = 3, Dialing, Call Ref = 1191, Digits = 1517945xxxx
10/13/22 1:59:40 PM-757ms Call Ref = 1191, Alerting, Line = 3
10/13/22 1:59:40 PM-764ms Call Ref = 1191, Originator State = Connected, Type = User, Destination State = Connected, Type = Trunk
10/13/22 1:59:40 PM-764ms Call Ref = 1191, Answered, Line = 3
10/13/22 1:59:41 PM-362ms Call Ref = 1191, Originator State = Connected, Type = User, Destination State = Clearing, Type = Trunk
10/13/22 1:59:41 PM-362ms Call Ref = 1191, Disconnect from Destination End

ACSS / ACIS
Dcomm, LLC
 
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Some more info from the customer:

"The screen blanks just for a split second as it drops the call then flashes and returns to the normal screen" - Awaiting for them to text me an actual video of this happening.

Also per the customer, this happens on all of the phones.

ACSS / ACIS
Dcomm, LLC
 
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I don't think that R7 has analog trunk ports that auto detect battery voltage from the CO, that would automatically take them out of service when the line is dead.

I would temporarily put line appearances for each line on a phone so that you can test for working dial tone on each trunk, and put any that are not working to Out of Service in programming until they are fixed by the telco.
 
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TouchToneTommy: Appreciate the idea. Now that the customer is stating that the phones will go completely dark when this happens for a split second and then come back up, I am not so sure its line issues at all.

"The screen blanks just for a split second as it drops the call then flashes and returns to the normal screen."

ACSS / ACIS
Dcomm, LLC
 
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Do you have more than one digital station card--a second combo card for example? You might want to frog them and see if it follows the board (or see which stations this is isolated to). The other thing is that the R7 suggests that you might have that earlier power supply which has been known to flake out.

Tim Alberstein
 
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dagwoodsystems: They do, good thought, thank you. Awaiting confirmation from client. They have two DS8's and one combo. Sent a list of the extensions to the client and what card they are tied to, to confirm if its happening on at least one extension from each card. I will update once the client does.



ACSS / ACIS
Dcomm, LLC
 
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Hello all,

So the client has confirmed the issue happens on at least one extension on all 3 cards.

Thoughts?

ACSS / ACIS
Dcomm, LLC
 
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I second the notion that the power supply may be failing. It sounds like the PCI card power drops low enough to cause the phone to go dark, but not fully reboot. This would explain the "Disconnect from Originator End" message as well.

-----------------------------------
4771494_orig.jpg

Business Phone Systems for Canada
 
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Update: After replacing the Power Supply, the issue still remains.

They have a DS8/ATM4 Card in slot 1 with 4 of their Analog Trunks (Lines 1-4)

A Combo Card in slot 3 with 1 of their Analog Trunks. (Line 5)

Few Finds from looking at the lines after today that stuck out:

Line 1: Has 4 Outbound calls with a total of 0:07:29 Call Duration
Line 2: Has 7 Outbound calls with a total of 0:12:50 Call Duration
[highlight #FCE94F]Line 3: Has 16 Outbound calls with a total of 0:01:27 Call Duration[/highlight]
Line 4: Has 16 Outbound calls with a total of 0:32:32 Call Duration
Line 5: No Outbound Calls Logged

Thoughts on putting Line 3 out of service to test?

ACSS / ACIS
Dcomm, LLC
 
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Line 5 isn't working. Outbound uses round robin. It should have some calls not zero unless it is programmed for a different ARS.

Dermis and feline can be divorced by manifold methods.*
*(Disclaimer for all advise given)--'Version Dependent'
 
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budbyrd: Just looked at the lines.

Lines 1-4 have an incoming/outgoing group ID of 0

Line 5 has an incoming/outgoing group ID of 1

Only ARS is Line Group ID 0

Looks like they are using line 5 as a back door line. Not sure why they wouldn't of just kept the outgoing group of line 5 to "0"? I just looked at a backup config from 2019 they had. It was also programmed the same since then.

Line 3 sticks out with 16 outbound calls with only 1min 27sec of talk time. Line 3 also shows 0 incoming.

And like mentioned before, the kicker is the phone display going dark when this happens for a split second as well.

If I put Line 3 out of service to see if this call dropping still happens, will it be smart enough to skip that line as if its busy to rule out issues with the port or actual line? Don't really deal with Analog Trunks much.

ACSS / ACIS
Dcomm, LLC
 
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Seems a sensible thing to try. If they don't have any problems for a few days, my money would be on a wiring issue somewhere along that line rather than any IP Office issue.

Even so, the system has 3 additional unsed analog trunk ports on the combo. Moving the problem line across to one of those would show if the problem moves with the cable. If it does then its a wiring issue 100%, and after rewiring everything your end it will be somewhere in the providers wiring.

Stuck in a never ending cycle of file copying.
 
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sizbut: Thank you. Put Line 3 out of service, I will follow up with the client end of day to confirm if the issue was still there or not.

ACSS / ACIS
Dcomm, LLC
 
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