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.

 

[ProviderReborn]

Nothing to do with the timer server whats so ever.

However, in your lines settings what is your clock set to?
It should be master. If you have more than 1 PRI you should have 1 set to master and any others set to fallback/unsuitable.

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

 

[Quadnet]

I have :
Clock quality = Network
Does that mean that it'll sync with the networks domain controller? (or whatever has been setup for the network)

 

[ProviderReborn]

Network, sorry yes this is right. Not master what was I thinking.
No not your network domain controller, this means its taking its clocking from the network in the case of a PRI BT or line provider.

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

 

[Quadnet]

So the settings are right, but is not working.
What should I be looking at? maybe a faulty card? or something faulty inside the switch?

 

[ProviderReborn]

So BT have basically blamed the kit. Surprise, Surprise. Just another uk company full people who can change a cable/nte but not actually now whats going on or how it works.

The power cut may have damaged your ISDN card. However I have never seen a faulty pri and half our client base is on IP Office, however I wouldn't rule it out, and would recommend if you have a support contract you push for these guys to swap out the pri.

If bt are going to be awkward about things ie keep blaming your kit, you need to be aware, they are going to start charging you for your visits.
Once in your eyes you feel the issues are a line related issue you really need to push to get a company called "Console tech" (Not sure on the spelling) They are the best of the best and basically run your circuit through a tester and then into your IP Office. They are a part of bt I believe.

Bad point is its mega bucks if they prove the fault to be with your equipment, if this is on bt network its charged to them.

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

 

[Quadnet]

(Thanks a lot for your replies, they are really valuable.)

They asked for a phone engineer to be at our site (they wouldn't send a bt one, they say our system is our problem) and for this engineer to call bt, certain number he gave me, so it seems, with the info bt will give to the engineer at our site, he should be able to get it in sync with their system.
He didn't ruled out a faulty card but he didn't push it either, he just mentioned it after a good chat
What is implied in this job? what the engineer at this end needs to do?what steps would be involved in getting the card in sync with their system?

 

[ronromano]

Don't they have Vendor Meets over in the UK. The best way to call the Telco's bluff in the US is to ask for one. 50% of the time the problem gets fixed before you meet with them, 25% of the time they send someone who isn't qualified, 15% of the time they don't show, 10% of the time its something I did and 5% of the time its some flippin bug on the IPO.

 

[jamie77]

Have you tried just taking the PRI card out and reseating it back in the IPO.

Sometimes works just as well as switch it on/switch it off!!!!

The IPO should just snyc with the lines. I don't know of a way to force this to happen!

When the lines are working, can you send/recieve faxes ok on the PRI. Faxes are a good indication of lost sync. Voice calls are much more forgiving than data.

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]

I'll have to try to take the card out and back out of hours,
or when the next fault happens.

We do send/receive faxes, no problem.

 

[ProviderReborn]

We do send/receive faxes, no problem.

Very much doubt this is a sync issue between you and BT then.

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

 

[amriddle01]

BT will blame everything under the sun to avoid sending an Engineer to site to look at the NTE as they outsource that stuff so it costs them money. You have to really dig your heals in and be prepared to pay if it is the equipment.

ACS - IP Office Implement

 

[Quadnet]

I've called the support number I was given, just to see what would be involved in getting our system back in sync with theirs.

It seems the best option is to reset both systems at the same time so I'll be calling them after hours (from my mobile) and reset our system and theirs together and hope they get in sync.

The support guy couldn't understand why our system is not picking up their time.
Is this option, re-setting, realistic?, if it's not picking up when we reboot the switch, or unplug/plug the phone line, why will it sync when we reset?

I forgot to mention before that we have a BT box (Digital Wideband NTE 2D) with fibre connectivity which BT installed a couple of months ago

 

[Quadnet]

Well, I think BT may be right.
When the line drops, I can unplug/plug back the line from our switch and the phones work again.
I think that probes the problem is internal?
Am I right?

 

[amriddle01]

Well I think if you don't have a maintainance contract with anyone there is not going to be a cheap/free resolution to this. You could do with someone on your site with a Trend as mentioned above to test the lines from the NTE then to simulate the Exchange to the IP Office and these are not cheap (a good few grand). This would prove beyond a shadow of doubt what the problem is. I agree that it does not sound like a synching issue but I have been wrong in the past so it's worth a try first!!

ACS - IP Office Implement

 

[Quadnet]

Lines are dropping very often now.
Every 10-15 minutes or so

 

[tlpeter]

I had a simular thing today
Called the provider and they said that there lines where good
To make a long story short,the card in the providers equiptment was broke !


ACA - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[ProviderReborn]

Right you need to look at the kit and the NTE when your getting drops.
What happens, does the ISDN light drop off on the system, one of the LED's will mark ISDN is up, if it is flashing it will mark its in use.

First check what happens here. Does the light go?

What about the BT box of tricks, the NTE, depending on weather its copper of fibre fed take a look at the lights on this,
does the customer led come on?
Does the BT alarm light go on? Do you loose the 2mb led?

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

 

[Quadnet]

Last night after work, I reset the system in conjuction with the BT guy at the other end of the phone.
So today we'll be waiting to see how the system behaves.

Regarding the lights on the NTE box, only the power light is on while the system is working and when the line drops I've seen the customer light, a solid yellow, on but no all the times.

 

[jamie77]

Generally if the customer light comes on, it's the kit. This is not a 100% rule though.

Did you try reseat the card???

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]

No, I didn't reseat the card. The plan is, if yesterday's reset doesn't work, I'll wait to the end of day (17:30) and do the card reseat and then the reset steps I did yesterday.