Problem with a BM12 button module

[vfonseca76]

Hello everyone

I have a customer with an IP500v2 R8.1 and 9611G IP Phones. The receptionist has 2 BM12 modules with the users configured on the almost every button.

The problem the receptionist is reporting is that every occasionally she tries to transfer a call to a user that should be free (light off) and finds out that the user is actually busy.
It’s only after she presses the button that the light comes up, indicating a busy user.

All the buttons are correctly configured, I’ve checked several times, and she claims this happens mostly with some specific users, but from what I can tell that’s because she transfer call’s to those users more frequently.

It seems like the problem is that the phone doesn’t receive the information about the status change of that user, but whether it’s the PBX that doesn’t send the info or the phone that doesn’t receive it (or receives it but ignores it) I really can’t tell.

Has anyone found a similar problem? Any insight as where I can dig up to find more info?

Thanks in advance for your time.

Best regards
Vasco

 

[jayjr1105]

Are you sure you have the action as user not dial + ext?

 

[vfonseca76]

jayjr1105

Yes, It was the first thing I checked. Besides, the buttons lights up after she tries to transfer (or so I understand), so if it lights up it's checking the user state, right? It wouldn't light up in case of dial+extn.

 

[intrigrant]

Program the same user on the phone, first BM12 and second BM12. All three should reflect the status of that user, now you can check if IP Office doesn't send the info or if it is the BM12 not reacting.
Did you upgrade the phone?
If you upograded it with both BM12s attached then only the first one is upgraded so switch both modules and then the now first BM12 will be upgraded.

 

[vfonseca76]

intrigrant

Thank's, that sounds like a good point and a good way to proceed.
I don't know if the receptionist has problems on one or the two modules, but I'll check.

I'll update with more info as soon as possible.

Vasco

 

[vfonseca76]

So, update on this problem.

The problem occurs on both modules AND on the phone.

So it should be a problem with the info from the PBX to the phone.

I'm inclined to think it's a problem with the client's network, but sniffing the ethernet on both the PBX and the phone to look for discrepancies will generate a HUGE amount of packets to go through, not to mention a dedicated machine to do the capture and convincing the guy how manages the switch to configure a mirror port.

Anyone knows an easier way to do this? Using the Monitor application perhaps? With which filters?

Vasco

 

[jayjr1105]

Does it happen if you plug directly in the call server bypassing all switching? You'll need an injector most likely.

 

[vfonseca76]

jayjr1105

Good point, but I'll have to put a small switch in between the PBX and the client's or else I'll stop all the other phones.

I'll test that, but it will take some days to implement and test.
Thank's for the tip.

I'll update this post as soon as possible.

Vasco

 

[azrael2000]

I had this trouble. I changed the button to "USER" and everything seemed to work fine after that.

Regards

 

[vfonseca76]

Update on this issue.

I connected the call server and the phone to a HP 1700 switch (the phone was powered by an PoE injector), and connected the switch to the client's network, in order to keep the other phones in operation.
This isolates the call server and the phone from an eventual problem in the client's network.

Well, the problem persists... more... it's worse ...

With the original topology (using the client's switches) as soon as the receptionist clicked the button, the status of the button upgraded to the real status (ie: the user was on call and the button was off, the receptionist clicked the button, received an error because the user was occupied and the button lighted up reflecting the actual state of the user).

Now, as long as the user is on that call, if the button was off, it remains off until the call ends and a new begins, in which case the button will then reflect the actual state of the user, until the problem eventually returns.

As I mentioned earlier, this happens with random users (receptionist has 30/40 users configured on the modules).

I'm going to activate the Monitor to sniff the H.323 packets in order to understand what's happening. How can I filter for this extn in particular ?

Thank's in advanced for any insight on this.
Vasco

 

[sizbut]

Any phone supporting button modules should be powered by a PSU, not POE.

Stuck in a never ending cycle of file copying.