R6 Partner Calls Cant Be heard

[ButtSetBandit]

At one of my customers locations we have a R6 partner that when the customer has an incoming call the CID doesn't come up and when the user picks up the phone whoever is calling can hear them but my customer cannot hear the person callin in? Also the people who are calling into this location claim to hear a fax dial tone but there are absolutely no fax lines running into this system at all. Do you think this could be a problem with their local carrier?

 

[Bill88]

Your caller may hear fax tones if they call in a line of yours that is connected to a security system. Most security systems have a feature that allows it to be "dialed into".

 

[ButtSetBandit]

There are no security systems fax machines or any other things connectect in with this system any way. All we have are line going in and phone lines going out to each ext. Thankyou for your help though. If you can think of any thing else please do repost. Also do you think it is any possible way that it could be something to do with a fax tone that their carrier is sending on that line that could also be the reason why the user cannot hear the customer that is calling in?

 

[dagwoodsystems]

The questions you ask are wildly open-ended, and it appears that you've dismissed a fair theory all too quickly. Let's boil this thing down a bit more before jumping to conclusions:

1. Does the problem occur on a specific line, multiple lines or all lines?
2. Does the problem occur all the time or intermittently?
3. Does this problem happen with a particular customer only, or with any number of people calling in?
4. Can you readily reproduce this problem yourself (perhaps by calling the troubled line from a cell phone)?
5. Are calls answered by an Automated Attendant before being tranferred to one of your peers?

Please post your answers and I'm sure we'll know a lot better what the cause might be.

 

[ButtSetBandit]

1.It only occurs on line 1.
2.It doesn't happen all the time the customer said that it just happens randomly.
3.It could be any customer. They said that it is really random but always on line 1.
4.No like I said it will happen on some incoming calls and want on others.
5.No it is directly answered by a user.
Once again thanks a lot for trying to help me with this problem. Hope this info can help.

 

[dagwoodsystems]

Sorry for coming on a bit strong, I really do just want to help. Thanks for the reply. Your answers reveal quite a bit, actually.

If you don't mind, I'd like to do an experiment in the vain of Bill88's suggestion. I'd like you to call line 1 two or three times in a row, but hang up before the call is answered. Let it go on the third or fourth call and see if you hear modem/fax tone.

These alarm systems are designed to share dialtone with voice lines. And the way remote techs "signal" the unit that IT needs to answer is by way of this repeated "ring/hang-up, ring/hang-up, ring...ok now answer" trick. It also explains why the problem may appear intermittently (during rapid or high call volume periods, for example).

I believe you when you say that you don't have an alarm system or that one doesn't appear to be tied anywhere on your backboard. But hundreds of demarc pairs are very often shared along entire city blocks, and there's no law that says some dope up the street doesn't have an appearance of your dialtone with his alarm system tied to it. If you don't believe me, run up and down YOUR demarc with a test set and see if you don't find a couple of dialtones that DO NOT belong to you.

Which actually makes me think of a better experiment. Why don't you do the same thing I suggested before, but do it after hours. Pull the dialtone out of your PBX and repeatedly call the number. If there's any consistency to this problem, you'll hopefully hear the fax/modem tone. If this occurs, then there's absolutely no question that someone else has accidentally tapped your line.

 

[ButtSetBandit]

Oh man that makes all the sense in the world. You see I'm only twenty one and i have been doing this for about a year now. I do installs and program small key systems such as the partner and the NEC DSX systems. I just haven't run into this problem before with either of the two so I'm kind of loss with it. I do know what you are talking about when you say that you can tap into someone else's dial tone on a demarc because I have done it at a few different locations and didn't know why they had someone elses dial tone coming to their block. I will def. run these test prolly after hours to test it. I really do appreciate all the help and input that i have been getting from you guys. My lack of experiece really has shown through on this problem. haha Thanks.

 

[dagwoodsystems]

You may lack some experience, but it will come with time. You are experiencing things right now! Take them with you and you'll be even better the next time you troubleshoot. The stuff we're talking about here is purely academic; anyone can learn it. Being a good troubleshooter however, is a true gift.

And don't ever let your age get into the way. At 42, I'm twice your age. And trust me, some of this stuff takes a while before it becomes really clear.