Polycom Soundstation 2W 1.9Ghz using Analog line off CS1000 PBX running Succession 7.5

[TFevens]

Hi, since the fall of 2013 we have purchased a number of Polycom Soundstation 2W (1.9 Ghz) sets at various locations across Ontario and have encountered the same issue with all of them. The sets are using a analog line off a CS1000 PBX system and during a conference call, 50% of the calls encounter and ringing on the line or dial the auto attendant of the site where the set reside resides. We determined the sites where the ringing occurs are site where 0 is not configured in the PBX to dial the auto-attendant, so we have concluded that without any intervention by any participant on the call, the set goes off-hook and dials 0. All participants hear the dialing and the only way stop it is for all participants to hang up and call back into the conference call.

When these sets are swapped with the older 2W sets using the 2.4Ghz frequency, the issue goes away. This leads us to believe there is compatibilty issue with the 1.9Ghz set and the CS1000 PBX. One thing also to note,the older 2W sets have 3 prong power cords where the 1.9Ghz sets only come with 2 prong power cords. Could it be the newer models are more sensitive to power fluctuations?

Polycom Support have spend much time trying to determine the issue. They have eb=ven replaced a few of them, but the issue keeps coming back. Because it is intermittent, it is very diffcult to isolate the issue.

Any assistance would be greatly appreciated. We are about ready to look for alternative sets. Customer frustation is very high.

Thanks,

 

[golfdoctor]

Wow - that sure sounds strange - we use the wires 2W models extensively - no issues that I'm aware of.

Couple of thoughts - might cloud things even worse

- does this occur when the pbx is using its own conferencing capability (cls -C6A) or when utilizing a 3rd party bridge ?
- is the pbx 500 TN/line being shared with anything - ie fax/photo copier - or is it completely stand alone ?
- does the same issue occur if the device uses a traditional Bell line (1FL) ?

responses may assist in the direction to take for possible resolution -


TGD

 

[TFevens]

I agree, very strange. I have Avaya and Polycom stomped on this one. I even provided threads of others having the same problem (i.e. thread798-1693749 and thread798-1719068). What surpised me is Polycom has stated no other customers have reported this problem even though one the threads stated they reached out to Polycom on this issue.

The issue only occurs when using third party conference bridge (usually Bell or Telus). Of course they claim it is not their problem.

The analog line is dedicated to the Polycom set. Each site have sets spread across different line cards and different shelves to eliminate hardware issues.

We have not tried connecting it to a 1FL line. The customer will not agree to using 1FL lines as they more costly than using a analog line off the PBX.

 

[KCFLHRC]

What kind of CS100 is this, cabinet, chassis, SG,MG ? And what is the analog card part #. You say "0" isn't used, but what if you do a DNB on 0, what does it show.

 

[TFevens]

Some sites are CS1000E (running succession 7.5) where other are CS1000M-SG (running succession 7.5).

The analog card part #'s that have Polycom sets on them are NT8D09AK (rls 5, 8 or 10) and NT8D09BB (rls 2).

The DNB for 0 shows it as an ACDN with NCFW to 7700. If I dial 7700 it rings no answer. When a CDR is created on a call where the issue occurs, the CDR Multiple Party field is populated with 7700. The CDR at all other sites populate this field with the NCFW entry of ACDN 0.

 

[KCFLHRC]

That Multiple Party Field means a transferred call, almost like the Polycom is dong a hook switch bounce and conferencing is not allowed. Do you have C6A in CLS ? Kinda weird though the older Polycoms don't do it.

 

[KCFLHRC]

Can you post a print out of one of the sets with this issue?

 

[TFevens]

I have tried C6A and C6D and no difference. What makes it more weird is when the call is mysteriously conferenced in with 0, other participants are not placed on hold. Everyone on the call inside or outside can here the ringing.

 

[KCFLHRC]

That almost sounds like a privacy issue, where the analog DN appears on a digital set.

 

[TFevens]

Our group controls DN assignments. None of the analog extensions on these sets appear on any digital TN. It seems, the only common factors are the set in question is only the Polycom Soundstation 2W 1.9Ghz and that the set is connected to an analog line off a CS1000 system. No issues with any other set type, inclduing the 2.4Ghz polycom set, have reported any issues. When I run CDR reports, the only sets that show a Multple Party entry are the 1.9Ghz model.

I am currently looking for an alernative model other than a Polycom. Clear One's wireless model still use 2.4Ghz frequency. Based on previousl tek tips, these sets worked fine.

 

[KCFLHRC]

That's just too weird.

 

[gwebster]

Avaya has their own wireless analog conference phone -

http://www.avaya.com/usa/documents/b169_wireless_conference_phone_sme7566.pdf

 

[golfdoctor]

couple of other thoughts

I've seen some strange things from 3rd party SIP players ( usually new telco types) - these are mostly QOS scenarios though.

Are the dn/sets tied to a DID or are they hidden behind the PBX
Do all sites utilize their own trunking to the PSTN or are they tied together via a central location for PSTN access.
If tied together what type of tie connection (H323,SIP, T1) What type of trunks are being utilized for PSTN access COT/PRI ?

This could be a 4th and long situation...

TGD

 

[GHTROUT]

Set CLS XFR if you want to stop any hookflash - it is worth a test.

~~
Gene at GHTROUT.com

 

[TFevens]

All the Polycom sets are DID extensions. The sites having the issue with 1.9Ghz sets use local PSTN trunks. The customer has an interoffice calling network using SIP as the protocol utilzing NRS servers to direct traffic (currently migrating to session managers). None of the calls encountering the issue are going over the interoffice calling network.

The analog DN assigned to the Polycom sets currently have CLS XFD. I do not beleive there is much difference between XFD and XFR, but I have changed the CLS for one of the analog DNs that is assigned to a high use Polycom set to see if it makes a difference.

I have been looking at the Avaya B169 that gwebster referred me too. It looks like it may be a possible alternative to try out. I am going to see if the customer will approve purchasing one.

Thanks