Partner ACS R6 Phantom Ringing

[Phoneguy15]

I have a customer that is complaining of calls ringing in and noone being there.
They say that this happens 3 to 5, or more, times a day on line 1 and 2 (but more so on line 1).
The config is a single Partner ACS R6 308 processor module
with 2 lines and 5 stations connected to it.
I have already tried moving the main line from line port 1 to line port 3 and remapped the buttons on the phones so it appears the same as before.
After I moved it over they said that the number of bad calls dropped off, but is still happening.
I have checked the loop current on both lines to see if it was high. It was not. It was actually a little low.
They are, by the way, using a CLEC.
It is Knology, a local cable company that is now providing dial tone as well.
I personally think that it is their problem but I want to cover my bases when I have to talk to them.
I suppose that it could be bad trunk ports on the Processor, but I moved the main line to a port that was previously not used.
Any ideas?

Thanks, Todd

 

[itpphoneguy]

Hi Phoneguy15,
Reset the system if you haven't already. It sounds like the service provider. If you have call logs set up, have someone check that after a call. That's assuming they have caller ID.
-Chris

 

[hbiss]

Bridge a couple of single line phones across the CO lines ahead of the system and see if they ring. Put them somewhere where they will be watched.

I'm willing to bet it's the CLEC also.

-Hal

 

[Phoneguy15]

Thanks guys,
I think I will have them get caller ID to see if it is an actual person calling or what.

Todd

 

[itpphoneguy]

Hey Todd,
I just thought of something. We have telemarketers that call a bunch of numbers at once. The first person that answers is connected and a computer logs answered calls. If you are after the first person, you get dead air. Of course they will call the first number in the hunt and may spill over to higher numbers in your hunt sequence.
The caller ID may identify that the call was incoming. Also, look at your SMDR output from the system.
-Chris

 

[aarenot]

Have you seen this happen yourself? Does it ring on multiple exts? When answered and no one is there, what is there? Dial tone? Is the ext. they answer actually ringing? Maybe change ALS to select line 3 first and see if the problem reported changes to being on line 3?

I had this issue before, I reset the system, and took ringing away from the exts, then put it back on. They haven't called back in three months. I know it sounds silly to think this could be user error, but I never rule it out until I see the problem myself.

 

[aarenot]

I just remembered a user error issue I discovered a few months back. A user picks up the handset, AlS selects a line, then they press a programmed button to call an ext., DSS key. Then the user hangs up. The person who hears the call ringing is actualy getting a line which was taken off hook, then transferred to them. It appears to be that no one is there when they answer. It took me a while to figure this out, try changing the ALS to intercom if it is to a line,, to see if the problem goes away. If it does, you have your answer, if not keep looking.