Problem with 6424 telephones

[sana1723]

I have a very strange problem. My customer has a Definity Prologix system r012 software. 2 telephone users complain of their phones locking up, and no matter what you do the phone is not reacting for sometime, and then by itself goes back to normal. This 2 users have a 6424 phones with a button expansion attachment. There are about 70 other users that are having 6424 phones some with and some without button expansion units, and they are fine, no problems reported.

I looked at the differences in these phones and the way are being used and here what I discovered; this two users are traders and they have automatic ringdown lines programmed as personal CO lines on the buttons on this button expansion modules, they recieve and make calls on this lines, and they try to use it as turrets were they are jumping from line to line all day long, and suddenly, the phone locks up, with the lights on the call appearance buttons being on but no response from any button. Unplugging and plugging in the phone is not helping, we changed the port on the system, the phone the expansion module, cable and the power supply for the expansion module, and nothing helps. I really believe that the problem is related to the way this phones are used, but I am not sure, and can not prove that this is the problem, because they would not cooperate in changing the way they use the phone.
I am wondering if someone had a problem like this, or maybe heard of any documented problems of that kind.
Thanks in advance,
Elia

 

[d3finity]

hey elia,
yes i would agree that the problems lie with the phones being used for something they are not intended for.

Are these 2 users the only traders or is there more?
if so is it only these guys that use the phone in this way?
i know you say you have changed the ports/modules/cables etc etc but it could also be down to the building wiring!
can you change them to another port on your patch panel and re patch them to a spare port on your structured cabling...using new patch cords also!.

 

[pat1960]

We jsut discovered that the call master V phones connected to a g700 will reset itself if you press a sequence of keys involving the headset button, and choosing one the call appearance buttons, and the speaker button. I can't remember the exact sequence, but it only happens to Call master Vs connected to a G700.