Avaya G450, CM 5.2.1, 9630 phones used in office.
One of our locations has an issue where all outside callers that come in on the Telus PRI hear a bunch of static (but the internal employees don't hear any static). Started about a month ago. Static was heard for a few days, then the circuit went fully down. Telus bounced the circuit to get it to come back in service but the static was still heard. First time supporting a Canadian location and have called in dozens of trouble tickets in the States with AT&T. Has always been a carrier issue, sometimes have had to press them a bunch to finally find the problem. With this first Telus issue, they are adamant everything they are responsible for is testing error free. They apparently even changed the smartjack card in our server room (they came onsite, but the people there weren't watching, so they don't know exactly what was changed).
Anyways, it was working just fine for years before this and no one made any programming changes on the Avaya gateway. Anyone ever seen it be a weird issue with the Avaya equipment (need to change PRI slot, etc)?
Tests & Troubleshooting:
Internal to External- static heard by the far end caller, crystal clear internally
External to Internal- static heard by the far end caller, crystal clear internally
Ruling out network/voip: static still heard by external side when using an analog polycom phone via the analog gateway module.
Internal voip to voip - clear
Internal to External independent gateway/remote site via extension dialing over WAN trunk - clear
Troubleshooting:
Full graceful shutdown of gateway and S8300C processor card and power plug removal
Reseated T1 card
Tried a different T1 card
Swapped out ethernet cable in server room connecting from smart jack to T1 card. Even tried the Avaya official T1 shielded cable...no change.
Confirmed gateway is clocking off the T1 card
Only a few errors sometimes seen with the ds1 measurement test. Nothing crazy in the double digits/hundreds/thousands that I've seen with other circuit errors in the past.
Have not yet tried: re-configuring trunk to use card in another empty slot on the G450.
Just today the onsite assistant does say the smartjack connection jack itself is pretty wobbly..possible issue?
Telus troubleshooting:
Alleged replacement of their smartjack card. Note: when they did this work, calls DID come through crystal clear for one day. Then the static started again the next day.
They brought a PBX emulator and connected at the smartjack and are adamant they are only seeing errors coming in from the customer side to the smartjack (so either the avaya gateway or the ethernet cable, which we've replaced the cable AND tried the Avaya T1 cable).
Running out of things to try/replace and still wrapping my head around how only the external callers hear static, yet the internal side is clean/clear.
Thank you all for reading and any suggestions.
One of our locations has an issue where all outside callers that come in on the Telus PRI hear a bunch of static (but the internal employees don't hear any static). Started about a month ago. Static was heard for a few days, then the circuit went fully down. Telus bounced the circuit to get it to come back in service but the static was still heard. First time supporting a Canadian location and have called in dozens of trouble tickets in the States with AT&T. Has always been a carrier issue, sometimes have had to press them a bunch to finally find the problem. With this first Telus issue, they are adamant everything they are responsible for is testing error free. They apparently even changed the smartjack card in our server room (they came onsite, but the people there weren't watching, so they don't know exactly what was changed).
Anyways, it was working just fine for years before this and no one made any programming changes on the Avaya gateway. Anyone ever seen it be a weird issue with the Avaya equipment (need to change PRI slot, etc)?
Tests & Troubleshooting:
Internal to External- static heard by the far end caller, crystal clear internally
External to Internal- static heard by the far end caller, crystal clear internally
Ruling out network/voip: static still heard by external side when using an analog polycom phone via the analog gateway module.
Internal voip to voip - clear
Internal to External independent gateway/remote site via extension dialing over WAN trunk - clear
Troubleshooting:
Full graceful shutdown of gateway and S8300C processor card and power plug removal
Reseated T1 card
Tried a different T1 card
Swapped out ethernet cable in server room connecting from smart jack to T1 card. Even tried the Avaya official T1 shielded cable...no change.
Confirmed gateway is clocking off the T1 card
Only a few errors sometimes seen with the ds1 measurement test. Nothing crazy in the double digits/hundreds/thousands that I've seen with other circuit errors in the past.
Have not yet tried: re-configuring trunk to use card in another empty slot on the G450.
Just today the onsite assistant does say the smartjack connection jack itself is pretty wobbly..possible issue?
Telus troubleshooting:
Alleged replacement of their smartjack card. Note: when they did this work, calls DID come through crystal clear for one day. Then the static started again the next day.
They brought a PBX emulator and connected at the smartjack and are adamant they are only seeing errors coming in from the customer side to the smartjack (so either the avaya gateway or the ethernet cable, which we've replaced the cable AND tried the Avaya T1 cable).
Running out of things to try/replace and still wrapping my head around how only the external callers hear static, yet the internal side is clean/clear.
Thank you all for reading and any suggestions.