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RCF locking up lines

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aprilflowers

Programmer
Sep 16, 2005
30
US
Partner ACS R6 (not sure of version) with Messaging R7 (newly installed). Customer has 2 extensions using RCF. One forwards to a cell, the other to a 5410 on an IP Office at a sister company. At least once a day, the customer reports that 2 of their lines lock up requiring them to reset the system. Is this a common problem with RCF? I've had 1 other customer with this problem but was due to poor cell service in remote areas which is not an issue with this customer. I did ask customer to track this to find out if the problem happens with one or both extensions. Also asked them to check and see if the desk phone on the IP Office is forwarded to a cell. Any other ideas?
 
it is a problem if the line provider doesn't send a disconnect so that the Partner system knows that the calls have ended, take a voltmeter to the line call it hang up and see if the voltage drops, if not then call theline provider and have them change their settings on the line to send reliable disconnect.

Joe W.

FHandw., ACS

If you can't be good, be good at it!
 
We did as Westi suggested and found that the voltage did drop after hanging up. I did find out that the problem is only happening on the extension that has RCF to the cell. The other extension is using outcalling now instead of RCF. They also had a problem on Sat. night where line 2 appeared to be off-hook, and all incoming calls were being answered by the extension 10 voicemail box as opposed to the Automated Attendant. I had them do a #728 and everything went back to normal. Any other ideas?
 
I'm seeing the same issue as Aprilflowers. A client has a partner 7.0 (i), and recently line 1 will go off hook and stay that way. I've even unplugged the CO line from the partner system, and Line 1 on the phone still displays off-hook and is unusable. Only a system reboot clears it up.

I know they are on an old version of the firmware, so I'm looking at upgrading that to K. Could that solve it, or could it be something else?

Thanks.
 
jgonzalez77 - does that line stay off hook after an RCF call, or is it just going off hook by itself?

Because your description sounds like the latter.

If so, when it is off hook, temporarily add Auto-Intercom buttons for all the extensions (even extensions you don't have anything hooked up to), and see if a station port is holding the line. If you don't have enough buttons on a phone, while the line is held up, program Ext. 10-17, check their status, change the buttons to 18-25, check, etc.

I've had shorted wiring to a station cause that.
 
If so, when it is off hook, temporarily add Auto-Intercom buttons for all the extensions (even extensions you don't have anything hooked up to), and see if a station port is holding the line. If you don't have enough buttons on a phone, while the line is held up, program Ext. 10-17, check their status, change the buttons to 18-25, check, etc."

I ve had this issue before. Done what's described above
by TouchToneTony.

The problem is within Messaging. Try upgrading to R7
 
I'm not really sure what causes it to go off hook. But we are not using RCF. I'm not there all the time, so I can't really see what's causing it. I was there last night, just after normal business hours, so the office was cleared out except for the office manager and I, and some workers in the warehouse that hardly use the phones. I happened then so we quickly went around looking at all the phones to see if one had been knocked off the cradle. Nope.

I've re-terminated all the lines coming in from the CO to the ACS, and like I said, I pulled the wire from the L1 port and L1 remained lit. SO to me that implies an issue with the switch.

I'm going to be doing the firmware update to K sometime this week, i'm hoping that resolves it. I'd hate to have to swap out hardware.
 
A handset doesn't need to be off the cradle. It could be a headset base left on, a modem plugged into an Aux port, a fax or modem on it's own station port, or a shorted port on the control unit. You might find a phone on the hook, but with a green line lit, which would be the one holding the line off hook.

The approach of using auto-intercom buttons to see which station is in use at the time that the line is off hook is the easiest way to find the offending extension.
 
This is what you need to double check.
1. Make sure your voicemail group has a correct extensions.
2. You might have a phone with call forward enabled.
3. Beware of hackers. Change you admin password. Make sure everyone has a strong password. We had FBI raid in the bank of India after 9/11, someone was using remote access to dial out to Afganistan.
Good luck.

 
Just wanted to say thanks for the help and advice.

The Auto-intercom method helped me find the culprit, and as I suspected it was NOT the processor. There was a phone in an office that was causing the line to go off hook. Not sure what is causing it (yet) since the office was locked. But I was able to peer in the window and noticed that line-1 was green on that phone. UNplugging his extension at the processor hung up line 1.

So now I will need to get in there and see if it's the user, the phone or wiring causing it.
 
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