Outbound one way audio 2

[Deltayb]

We have an issue where all outbound long distance or toll free calls have one way audio. The caller can not hear the ring for the distant end. When the call is connected, the distant end can hear the caller, but the caller can not hear the distant end. This affects all outbound LD calls, whether from IP phones or analog lines. Our vendor has checked the system and believes the issue with our T1 service provider. SP has done extensive testing and believes the issue is with our equipment.


Has anyone experienced this or have any ideas as to what the issue is?


IP Office Server Edition 11.0.4.3.0 build 3
Primary and Secondary IP Office servers
IP 500 V2 with VCM64 V2/PRID U, VCM64 V2/ATM4 V2, CCOMBO6210/ATM4V2, PHONE 8, ANALOG POTS30V2(X4), ANALOG POTS16V2

 

[critchey]

Do you have analog lines, PRI, or both? If you have both does it happen both on Analog lines and on the PRI?

Trying to narrow down when it happens and when it doesnt will point you to what is causing it.

The truth is just an excuse for lack of imagination.

 

[Deltayb]

We do have a PRI that handles our local outbound and the majority of incoming calls. Calls across the PRI are fine, inbound and outbound. Temporarily we are directing outbound LD calls over the PRI and those calls are fine. We do have analog lines and calling out on the T1 has the same one way audio, but calling across the PRI does not.

Some additional info I forgot to add:
At the direction of my vendor, I swapped the programming and cables on the ports for the PRI/T1 card on the 500 and the one way audio followed the T1 to the new port and audio on the PRI was still fine.

 

[critchey]

That is very odd. The fact that it follows the T1 to a port that works with the PRI points at the T1 being the issue... but you also have the issue on analog lines. The only commonality at that point is the PBX... but why does the PRI work?

Have you tried the analog lines outside the PBX? (buttset or analog phone)

The truth is just an excuse for lack of imagination.

 

[Z-man]

you have a PRI for local, and a T1 for LD? right? As Critchey said, the fact that it follows the T1 indicates a T1 issue, not a switch issue. What type of trunks are you using on the T1? Is there a reason you arent running PRI instead of standard T1 for the long distance. I cant remember the last time I configured a basic T1, especially on a IPO.

 

[Deltayb]

Critchey - when you say "outside the PBX" do mean directly from a port on the IP500V2? If so, yes. I have used a buttset and an analog phone off of the phone ports on the IP500V2 with the same result.

Z-man - Both circuits have been in place for over a decade and were used on the old Definity switch for the same purposes. T1 for outbound LD, PRI for local and incoming. We cutover to the IPO in June 2020 and haven't had any issues until this one started a few days ago.

 

[biv343]

I experienced something similar several years ago. Could hear both ways with the PRI connected to a T-Berd, but no audio at all when the PRI was connected to the IPO, even from a digital set on the system. Swapped the base card (phone 2) and universal PRI card and the problem went away. No idea if it was the base card at fault or the PRI card - Avaya sent both as replacements, so we installed both.

 

[critchey]

I mean if you take the POTS line, remove it from the phone system, and plug it directly into a butt set and test.

The truth is just an excuse for lack of imagination.

 

[Deltayb]

Forgive my ignorance Critchey, but I don't know how I'm supposed to remove a POTS line from my system and plug it into a buttset. I don't have any analog lines that are outside the system. All of my analog lines come out of the IP500V2. The only connections my calls have to the outside world is either the PRI or the T1.

Biv343 - I don't have any on hand, so we ordered some. They will be in on Monday. Thanks for the info.

 

[critchey]

We do have analog lines

OK apparently you are a bit confused on what a POTS/Analog line is you have analog extensions(not analog lines) which is completely different. This also changes what is happening here. Since you have no POTS lines you have PRI and T1 only as lines. If the PRI works and T1 doesn't, on the same port, it is now 100% points at the T1 being the issue.

The truth is just an excuse for lack of imagination.

 

[Deltayb]

Critchey - pardon my ignorance on the difference between line versus extension, I realize that it clouded the issue.

Update:
The replacement base card and PRI daughter card arrived and after I swapped them out, the problem cleared. I will be contacting my vendor and Avaya about the issue.
Thank you to everyone for your time and assistance.