Phones not ringing or flashing

[ReidTel]

Interesting issue I ran into today. Customer has IPO 9.1 with several 9508 phones. Incoming calls neither ring or flash at extensions with the exception of the attendant extension. Also when calling any trunk numbers callers hear one ring and then 3-5 seconds of silence and then ringing will start again and then will ring at reception extension. When any of the lines are called (I only tested the first 3), the solid red led will light on the line being called indicating an incoming call but reception phone will not ring for 3-5 seconds. I checked the auto attendant configuration and calls don't route there until after 4 rings. What's interesting is, after doing a reboot of the system calls would ring and flash at the designated extensions but this would last about a minute before going back to the original issue. I was wondering if this could be an SD card issue. I also received an warning message when logging into the system that the security certificate will expire in 171 days. Don't know if this is related or not. Has anyone encountered a similar problem before or have any suggestions on resolving this? Thank you for any assistance you can give.


Larry Reid
Reid Telesys Communications

 

[joe2938]

Try to recreate your sd card, make sure you have a good back up, also the security warning has nothing to do with this issue. I did post about the security warning yesterday so you should be able to resolve that issue by logging into security settings and regenerating the security certificate

 

[ReidTel]

Joe thanks for the quick response. I will try that and get back to you. After I posted I saw several posts regarding the certificate message. Thanks again.

Larry Reid
Reid Telesys Communications

 

[intrigrant]

The certificate warning has nothing to do with the problem you experience, read this thread about that.
I would be very surprised if it is a SD card problem, I think the embedded VM channels gets locked up for some mysteriuos reason and that further subsequent calls will be acting strange as you describe it. I assume you have analog lines as digital lines would just reject (busy out) any subsequent calls.

Reconsider you configuration and test the VM before re-create the SD card and find out it did not solve anything with the loss of some hours and some customers confidence in you.

 

[critchey]

While I agree that recreating the SD may not fix the issue I disagree you need to be down hour(s) to do so. You can shut the SD card down while running, recreate the SD card in 10 minutes or so (if you remove the unneeded language files), and get the card back in and started back up. You would lose voicemail for 10-15 minutes tops and never take the system down.

The truth is just an excuse for lack of imagination.

 

[sizbut]

Telling us what type of trunks and how the phones are configured would help. If these are analog trunks with incoming caller ID and you've put line appearances instead of call appearances on the phones then what you've described would exactly what I would expect.

Stuck in a never ending cycle of file copying.

 

[intrigrant]

@critchy : I agree but it will not solve the problem.
He'd better investigate as a real pro would instead of shooting in the dark hoping to hit something.

 

[critchey]

@intrigrant now there I 100% agree. Not enough information given on here and most likely not enough work done on his end to find the solution.

The truth is just an excuse for lack of imagination.

 

[Westi]

- analog lines
- callers hear ringing then silence
- then the reception phone rings

Sounds to me like the auto attendant is picking up and has no greeting and the timeout goes to Reception.

Check in the incoming call route if it is set to auto attendant and then if the greeting is still there.

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[ReidTel]

Sorry guys. Lines are analog with line appearances on each phone. Basic edition. The AA is set for 4 rings (day) and 0 (night). The AA greeting is recorded and the incoming call routing points to the AA. I checked the configuration and compared it to the saved cfg that I saved to laptop a few months ago when everything worked. I have taken into consideration all of your suggestions which I truly appreciate but what puzzles me is why when I reboot the system calls will ring at the designated extensions as they should for about a minute before failing again and there is also no delay in the ringing after the first ring. I was battling this for a couple of hours so I put in as much work as I could but it is quite possible that I have overlooked some elements of troubleshooting this.

Larry Reid
Reid Telesys Communications

 

[janni78]

Well, would have been good to mention Line Appearence and Basic Mode from the start as most of us here won't touch either for obvious reasons.

I might not understand it as I've only used it once 10 years ago but what's the use of an AA if you have Line Appearance?
Won't it ring the same line no matter what they choose?

"Trying is the first step to failure..." - Homer

 

[Westi]

Ok I am officially out.
Never touched basic edition.

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[critchey]

Please post in the partner edition forum if you want help. Most people on this forum will not help with basic mode. I actually would help(sadly our sales team LOVES basic...) but again this should be moved to the correct forum.

The truth is just an excuse for lack of imagination.

 

[DaIPOTek]

@critchey - The sales problem for us was fixed by adding a $500 "Basic Edition Tax" to all project time estimates. At first the sales people would say, "But that doesn't make any sense for that money they can get an Essential license!". Eureka!

 

[ReidTel]

No problem fellows. My apologies. We have plenty of Basic Edition IPOs in the area and we have to be able to service them regardless of the edition. Thank you for your efforts and suggestions.

Larry Reid
Reid Telesys Communications

 

[critchey]

I wish we would implement something like that. I have not been here long enough, sadly, to throw my weight around and completely refuse to do it like some of you that have been doing this for 20 years or whatever.

The truth is just an excuse for lack of imagination.

 

[DaIPOTek]

Should be an easy sell to your boss. Your time is valuable. Time wasted fighting Basic edition is money out the window. Not to mention that your customers will be happier for it.

 

[critchey]

I have had this discussion but we continue to sell basic mode. I guess the higher ups think if we push for the essential edition license we might lose a sale... and can not be convinced that basic mode sucking can lose us not only a sale but a paying repeat customer.

The truth is just an excuse for lack of imagination.

 

[janni78]

It's probably more like "If I skip Essential I make $500 more".
I'm guessing they are making more than $500 selling the system or there would be no point in selling them at all.

"Trying is the first step to failure..." - Homer

 

[Westi]

all our sales team has been threatened that they go along on the install if they sell basic and have to explain to the customer why things take so long and why things don't work
nobody has sold one so far.

But I also have to say that we sell NEC and the SL1100 is a far better key system and most of the time to replace a Nortel system people like the features better as line appearance works on it.

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter