Remote SPM connection problem 1

[sweetac]

When I try to connect to my Merlin Legend remotely using WinSPM, the connection is never made. I have no problems with direct connection. This is what I am doing:

I have WinSPM set up for Manual connection

1. Call in to system from phone with modem also on the line.
2. Ask operator to transfer me to *10.
3. I hear carrier and click the connect button in WinSPM.
4. I hang up my phone when my modem applies carrier.

The call drops after about 8 seconds.

Any ideas why this is happening?

 

[TouchToneTommy]

What is the release of your Magix, and the release of your WinSPM?

 

[kwing112000]

I have had this happen with alot of different phones. It seems that some phones when you hang up they send out some kind of tone that makes the Merlin disconnect. I have used my Butt set to do the dialing and then put it on mute and the connection stays up. I have seen it alot on cordless phones. hope this helps.

 

[telecomtekperson]

Try unplugging the handset cord.

 

[sweetac]

I tried to mute the phone and also unplug the handset cord and the problem is still there.

TouchToneTommy: This is a Merlin Legend R7, not a Magix. I am using the newest release of WinSPM.

I have read that there are some issues with some internal modems. I am using a Conexant 57k internal modem (standard Dell issue). Could this be a problem?

Also, what should happen after I drop off the line? Will a dialog pop up and ask my for a password? I've never gotten this far before.

Thanks!

 

[1043]

I have had similar issues with the Dell modems. Use an external modem set to com1 or com2. Make sure you change the settings on the com port and the modem.

 

[merlinman]

What happens if you go on site, and try to connect to the MODEM by connecting your laptop to a Single Line port on the MAGIX?

You could set it to have an EXTERNAL Connection, therefore, no phone would be involved.

I have a client, 30 miles from here who's modem just flat don't work.

It fails the test I described above.

Some processors have bad modems.

The test I described would prove it one way or the other.

 

[kwing112000]

I usually do not hang up until the login box comes up and i login. May be worth a try.

 

[tdaugirdas]

DO NOT hang up the phone you use to dial in - and everything should work fine. Just lay the handset down gently and leave it alone until you are finished.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[ttech]

I have had better luck hitting connect as soon as the operator starts transferring the call, before I even hear a carrier.

 

[dagwoodsystems]

I too have frequent trouble with the standard-issue Dell modems when connecting to Legends/Magix. I have never been successful in connecting to a Partner with these modems, either.

However, I have found that Tom's suggestion about quietly leaving the phone offhook will often make a difference. I've come to the conclusion that the voltage change when going onhook sometimes confuses the Dell modem and causes it to hang up prematurely.

I've got an external Motorola on my desktop, and another that I keep with my laptop ...just in case. These modems connect to every switch I've tried without fail...no offhook tricks, no nothin'. Which is why I've come to the conclusion that this is most often not a PBX problem. It's clear that MerlinMan has many, many years in this business, so the possibility of a bad processor modem should never be discounted.

I'm also wondering if what MerlinMan says has anything to do with another situation I've come across: I have two customers who use WinSPM onsite, but connect to their PBX by dialing *10 through an analog station port. Once the customer has made a successful connection in this manner (and then disconnected), I have great difficulty dialing in remotely. To correct this, I must have the customer go through the Maintenance| Port | Modem | Reset routine in order for me to gain access.

 

[memphisribs]

I dial into hundreds of Merlins; the way I have found that works the best is to listen to the call as it progresses.
Once the caller transfers you to the modem, wait for modem tone and press OK, WAIT to hear a slight change, that indicates your modem has seized the line, and hang-up your handset quickly and carefully without banging the handset on the switchook.Your will receive a login prompt within a few seconds. A failure to connect or receiving garbage such as incorrect language or by-passing the login prompt, indicates the Merlin needs to be powered down and restarted. This is common when a local administrator fails to log-off from WINSPM properly,and their PC goes into hybernation. It seeem to tie-up the internal modem.

Good luck

40 years in the business and counting.

 

[dagwoodsystems]

Thank you memphisribs for your take on the internal modem tie-up issue. Sounds like a little "training" of the customer will fix those issues. Yes, training was a pun for all you modem guys. See modems handshake, then train...oh, never mind.

I've got 93 customers set up with remote access. In other words, no human intervention is required for me to get in. I'd say that MOST of them have trouble with my desktop's Dell modem, and MANY of these switchs have occasional problems with my Dell laptop modem. None have never had a problem with my external modems.

To be clear, my perfect-little-Motorola-modem is an old clunker. I've also got an old Hayes (all Hayes are old by definition!) that also seems to be flawless. Remember though, both of these modems were made in a time when a 2400 bps link HAD to be supported. In today's world, anyone complaining that standard-issue softmodems can't negotiate a non error-correcting 2400 bps connection will get laughed at. "Sure buddy, we'll get to fixin' that one right away! Hahahaaa...." (fade, then dialtone). Anyway, my Avaya customers are the only reason these old modems aren't six feet in the ground just below the newest housing development.

So I get the deal on the hang up thing. I don't have too many problems with timing my connections when the operator intervenes, I just have issues with some newer modems.

I've often wondered whether the problem might also be with WinSPM itself. Avaya's software isn't without bugs either, of course. One of my suspicions is that the Dell modems aren't disabling all flavors of error correction. It also seems like the Dell modem's loop-sensing relay--at least while inline with a telephone--is so touchy that it can mistake a rough onhook with hook-flash.

My final and most likely theory is that the Dell modems are actually INTELLIGENT enough to understand an in-band CPC disconnect tone, which may be unintentionally generated in a number of scenarios.

 

[HiDesert]

your problem sounds like a modem problem more than how your
transfered into the modem...I have found Agere internal
modems to work alot better...you can find them on Ebay for
3 or 4 dollars with drivers...

 

[dagwoodsystems]

Thanks HiDesert, you have been helpful to me before. I had forgotten about the Agere! Seems to be that they were the "standard issue" for Compaq at one time. And yes, they WERE reliable.

Dell modems use a junky PCTel chipset at their heart, while Agere uses...drumroll...the AGERE chipset!

Hey, I'm not bashing Dell. I own a lot of their computers. But even the Cisco forums are reporting problems with these modems.

Thanks again for your input. I'm getting tired of lugging these bricks around.