Phone lines cut out randomly 2

[Quadnet]

After it drops, we restart the switch and it works until the next drop (about 2 times a day)
We've checked with BT and it seems is an internal problem.

Our system:
Phone switch: Avaya IP403 at software level 3.0(578);
IP Office manager 5.2(55)

We believe the problem is software related
Are they any known bugs/incompatibilities between these two versions?
What is the highest version for the switch we can install? and which version of IP office would correspond to it?

This is now becoming an urgent issue.

 

[gknight1]

i believe you can go to 3.2 with a 403. i would contact a local business partner so he can do some trouble shooting and monitoring. have you captured it in monitor?

 

[jamie77]

What lines have you got???

Does the line lock up hence the reboot required.

What is monitor saying about it??

Need a little more info to help more.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!

 

[Quadnet]

thanks for the response
No i haven't run the monitor, give me a min

 

[Quadnet]

Sorry, I've not done this before.
Is it under system alarms? (SNMP Agent config)

 

[Quadnet]

I've created a pasword for monitor, is this enough?
Also, where can I see the logs?

 

[Quadnet]

jamie77:
We have 10 primary rate ISDN 30 lines.
When the lines drop, it seems as if they still work, when you pick up the phone you got a signal, until you try to make a call you wouldn't know they don't work, you dial the number but it doesn't connect and after a min it disconnects from the call.

 

[Quadnet]

right, I got the monitor application running now.
I'd assume this is real-time info so we'll have to wait until the lines drop again to find out the error message, am I right or is there an automatic log dump for these cases where I could find old system crashes' log files?

 

[gknight1]

it is real time, but it would be a good idea to go log them to file.

create a folder on the desktop
in monitor go to file
log preferences
check Every'n'Hours
check log to file
now browse to that folder

now it will automatically save them in that folder

 

[mattKnight]

Caution - The 403 does support 3.2.xxx

However 3.0(578) is a special version of software to support DT phones.

If you upgrade the 403 to 3.2 you will no longer be able to use the DT phones.

Do not upgrade without taking that into account.

Take Care

Matt
If at first you don't succeed, skydiving is not for you.

 

[gknight1]

thank you for catching me matt, as i stated, "i believe" it would work, but havent got a chance to look at documents, so thanks again.

 

[sizbut]

How long has 3.0(578) been on the system and how to that compare to the arrival of the problem?

If the answer is not long and at much the same time, was there are reason to upgrade to 3.0(578) from whatever was previous?

BT said their lines fine, it must be your system - never ever ever heard them say that before. Certainly never heard them say that and be wrong (what's the emoticon for I'm being sarcastic).

Run the IP Office System Status Application for a while and see what trunk alarms it reports.

 

[Escorthosis]

System Status Application is only for 4.0+ systems.
So you'll have to use the monitor application and log the output to a file as stated above by gknight1.

 

[Escorthosis]

It might be wise to tick the following events:

filters\trace options\isdn\events layer 1,2,3.

 

[sizbut]

Sorry! my bad, brain on dead! just can't keep track these days

 

[ProviderReborn]

BT/Line providers use an automatic real time test of the lines by a bot.
To be honest Imagine it to be a bot in the likes of a 16 year old fast food chain worker. Its there but doesnt really care that much. So ask for a burger and you'll get one. Ask for a super double tripple MC' Whopping spicy burger minus the lettice and my guess would be they would only do part of it.
What I am trying to get at is most line tests blame customer equipment. Most diagnostic stages blame customer equipment and infact most job completions blame customer equipment.
But can some times reset the circuit/channels and bring it back to life.

It is clear by your post that its an intermittent issue and could be caused by a few things (Are others but these would be my main guessed)

A) there is a BT/Line provider Issue either cabling underground shorting and knocking down the lines.
B) BT's/line providers equipment is locking up due to recieving errors.
C) Your equipment is locking up due to recieving errors.

Do you have to reboot when lines go down or is it a crackle drop then they come back. OR are you getting your handset reboot with the INDEX screen come up?

Run some monitors and post up the loss of lines when it happens.

ACA - IP Office Implement
ACA - IP Telephony
CCENT - Cisco ICND1
CCNA - Working towards.

 

[ProviderReborn]

Also my guess is your on the latest 2.1 build (ok its 3.0 578) but its a rebadged 2.1 78 with support for dem lics.

the reason its probably on 3.2 55 manager as there was an issue on merge with the manager for 3.0 578 however it was patched.

ACA - IP Office Implement
ACA - IP Telephony
CCENT - Cisco ICND1
CCNA - Working towards.

 

[jamie77]

Quadnet: DO you have an Avaya BP looking after your system?? If BT are saying it's not their fault, get your support guys out with a Trend to test the lines and the kit.

I know a couple of BP's in the north ( ;-) ) who can help you out if you don't have one!!!!!!!

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!

 

[Quadnet]

3.0(578) Hs been on the system for around 2.5 months without any problem but for the last 2 weeks it could be any time, it could be fine for 2-3 days and then one day drop 3 times.
We do have to reboot the switch when it happens, it doesn't reboot by itself wiht the INDEX coming up.

I've setup the monitor as stated by gknight and Escorthosis.
I'd assume I just have to wait till it happens again.

Thanks a lot for your response
(I liked the BT comment, they're so rude sometimes)

 

[tlpeter]

It sounds like you have a sync problem

When the lines are dropped you only can make internal calls ?

In monitor search for "lock to peb" or "lock to falc"



ACA - Implement IP Office
ACA - Voice Services Management
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