Partner dropping calls.

[phonesaz]

This one has me baffled. I have a client with an old P2. It is ringing 4 times and dropping calls. He has voice mail through his provider, not on the system. They say it is not them.

I took an ACS out on site, and plugged a line into it. Same thing happens - 4 rings and the call just drops off. So I tried it with my butt set - and the call rings 6 times and then forwards to his external voice mail (which is what it is supposed to be doing.) I didn't plug the ACS into the 5-slot carrier when I tested the line so I can come up with no logical explanation regarding why I get the same behavior with two totally separate processors and not a butt set. Any insight appreciated!

 

[SYQUEST]

So with the P2 after 4 rings the call "disconnects", what does the caller get? Dialtone, dead air, voice mail?

If the line works OK not connected to the system, then something may be wrong with that line port. Are there multiple lines that experience this? Please explain further...

....JIM....

 

[phonesaz]

4 rings and then dead air - the call is disconnected. It happened on 2 separate processors; the second one was standalone, so it can't be the 5-slot carrier.

 

[allisland]

Did you monitor with your butt set across the line when it was ringing into the ACS? If so did it ring 4 times and stop??
What happens if you answer the call before the fourth ring, can you answer the calling party?

 

[phonesaz]

Did not monitor - can answer before the 4th ring. I have a thought - the customer called us out; I have never met them before. I am wondering if he had some type of Partner mail and it died, so he ordered mail from his dial tone provider rather than replace the mail, but the coverage programming is still in the system.

Likewise - the system I brought out for test purposes also had vm on it at some time - maybe there is coverage on a vm group that doesn't exist, so in both cases calls are being sent to non-existent stations - although that still shouldn't make them disconnect. The only thing they have in common at this point is the electrical plug. Grrhhh.

 

[SYQUEST]

Well let's look at this a little more. So the caller hears dead air. At that point select that line and answer the call and see if the connection is still there. There may be a ring trip problem with the line when a device, like the Partner is connected and the loop is loaded. You might also try connecting a 2500 set and test again, monitoring the line on your butt set. You need to listen to the line for clues and cues to isolate the problem.

The fact that the same condition occurred on two different ACS modules would indicate a line/loop problem. As far as the lack of a VM module or PVM PC card, that would make no difference because it would be the VM that does the answering, not the ACS, so with out a VM, the port would just ring no answer.

....JIM....

 

[phonesaz]

Makes sense - but what do you mean by "loop is loaded?" How would I translate that into something like "LEC will agree to come on site and test with me?

 

[Dexman]

The phone system adds a "load" to the line when connected.

Has the LEC tested the cables? There could be a marginal device further upstream that is causing the line to fail, but only the LEC would know for sure.

If it ain't broke, I haven't fixed it yet.

 

[phonesaz]

One more thing I didn't include yesterday - when you set #507 to night only, it rings 6 times and goes to his LEC messaging - even if he has no voice mail or night service button. It sounds unbelievable, but it is what happened. So this is how we left it until we could figure it out. Without this, ring 4 times and dead air.

 

[phonesaz]

Ignore above comment...that is not happening.

 

[phonesaz]

Checked voltage on line - around 52v - had LEC do the same. We still have 4 rings and drop. I am thinking of bringing the processor to my office and seeing if it happens here. Is there anything else I could look at?

 

[Westi]

does the line light actually go red? If yes it is the phone system picking up if no then there is something else picking up.

Joe W.

FHandw., ACS

I don't suffer from insanity
I enjoy every moment of it

 

[Dexman]

Is there a fire or burglar alarm wired in series with the line in question?

If it ain't broke, I haven't fixed it yet.

 

[SYQUEST]

What were the results of my suggestion that was posted on 17NOV above, or did you not try it?

....JIM....

 

[phonesaz]

Tested in-line (butt set between line and processor) and listened - the call actually drops. And yes, the light goes red and you can answer it (and the call doesn't drop) before the 4th ring. We are going to bring the processor to the office and make calls from here and see if they drop. I thought about fax machine or something causing a drop in power, but it happens on all (three) lines.

 

[TouchToneTommy]

If the line key lights up solid red, something connected to the ACS is answering. Since it isn't connected to the 5-slot carrier, take an 18-button set, put an auto-intercom button on it for each extension from 10-18, 76, 78, and 79. Call, and when "something" answers, and the line turns solid red, you should see which extension port is grabbing the call.

 

[phonesaz]

We bypassed everything (including ext 10) and used our own phone and processor - problem went away. Further searching found alarm co had been out a couple of weeks ago (as usual customer didn't mention that part) and had spliced into ext 10 instead of a line wire on an old 66 block so the alarm co was apparently grabbing somehow. Disconnected ext 10 and problem went away. Thanks everyone!!

 

[TouchToneTommy]

Yup, alarm "installers" will grab anything that appears to have dial tone, including the voice pair of a station. Be sure to alert the alarm company to come back and properly connect to the MPOE, or do it for them and let them know the number it is connected to. Also, it should be programmed to only answer when it receives a single ring, then a pause, and then another call within 30 seconds, NOT on the 4th ring as you describe.

 

[Dexman]

Maybe a rap on the alarm technician's knuckles for touching your wires might be in order.

If it ain't broke, I haven't fixed it yet.

 

[SYQUEST]

What you really should do is bill the alarm company for the service calls or have your client bill them for their stupidity!

That happened to me once, except it was a Toshiba interconnect company that did the damage. They spliced into my clients 25-pair feeder to their suite and punched the lines for the Toshiba on my clients RJ21X (700A jack). I was out to connect some new lines when I discovered these strange lines on their block. I talked to the Toshiba owner and they referred me to the company, sent a repair person out and moved the lines. I billed them for my time and materials, and they paid the bill.

....JIM....