Superconsole 1000 Answering Call Problem

[skywifi]

I have a Mitel SX200 with a Superconsole 1000 that has no problems answering the first trunk on incoming calls. If a call comes in on trunk #2 or #3, the call rings in, goes away, rings in, goes away, etc. and you have to hit the answer button a couple of times in order to answer those (2) trunks. Does this sound like a DNIC, LS/GS Trunk, or Superconsole 1000 problem? Is there anyway to test the individual pieces? Thanks.

 

[fromill]

Are they ground start trunks? Check the polarity. Seems I had this same problem a few years back. Best I remember it was the the polarity. She had to hit the answer button while the call was ringing on the console.

 

[skywifi]

Yes...They are GS Trunks. Thanks for the tip and the immediate response.

 

[TheMitelGuy]

There's also a hardware setting on some LS/GS cards. If you have LS trunks and the "jumper" is set to "GS" you will get ringing voltage (the console rings) and then it stops, repeat. If you are lucky, you will be able to grab the call during a ring cadence, which is your only possiblity to answer. Look on the card.

 

[MitelTech]

Just had this exact problem 5 minutes ago. Polarity on the first trunk had been reversed by the telco. Switched it back and the trunk is working as expected now.

 

[skywifi]

Unfortunately it wasn't as easy as a polarity issue. This SX200 was in a building that took a power hit. The previous company had to replace some ONS Cards, Trunk cards, Control Card, Power Supply, as well as Guest Room phones.

My question is this, when the first call comes into the console the console picks up with no problems. If she's on that call and a second call rings in, the trunk flahes red, then goes out completely, then flashes again a couple seconds later, goes out again, etc. It appears that the console is only doing what the trunk is signaling. As long as she hits the answer button when the trunk flashes red, she's able to answer the call (almost like a groundstart set for loop start, again already verified this). I have replaced the trunk card with a known good one and still the same results. Could it be the DNIC card or possibly the backplane shorted somewhere?

Thanks.

 

[TheMitelGuy]

Doubtful it's the backplane. I would move the console to a different circuit, and if the problem continues, replace the console.

Do you know if is the same trunk? Also, what is the DAY/NIGHT/NIGHT-II setting at this time (I assume day).

 

[skywifi]

I'm not to up to speed on the Mitel so if you can bear with me. The console is set-up as follows:

Line #1 - ONS 1-1-1
Line #2 - DNIC 4-1-1
Line #3 - DNIC 4-1-2
Trunk #1 - LS/GS 7-1-1
Trunk #2 - LS/GS 7-1-2
Trunk #3 - LS/GS 7-1-3

It always occurs with Trunks #2 & #3 and it's set on day setting. Thanks...I've been fighting this issue for almost a month.

 

[TheMitelGuy]

Well there is nothing wrong with be honest.

Are these lines that appear on the console? I thought it was a SC1000....

 

[skywifi]

Yes...It is a SC1000. The Trunk #2 and the Trunk #3 appear on the console as those respective trunks when she tries to answer them. Trunk #1 is fine...the problem occurs with Trunks #2 & #3.

 

[TheMitelGuy]

Have you confirmed the trunks with a butt set?

 

[skywifi]

Yes...and I have swapped the trunk card with a known good one.

 

[skywifi]

By the way, we're in the process of rolling out VoIP to over 60 of our hotels that are all running SX200's. Are you interested in some business? (This is for TheMitelGuy!)

 

[TheMitelGuy]

Where are these lines programmed? Are they programmed to ring at the LDN, which is programmed to ring at the console?

 

[TheMitelGuy]

Yes! We always like the Mitel business. We are in Ontario.

I'm still thinking about your situation, give me a few minutes and I'll post again...

 

[TheMitelGuy]

Have you moved the console circuit?

 

[skywifi]

Yes...they are programmed to ring at the LDN.

 

[skywifi]

No...I'm not that sharp on reprogramming the Mitel.

 

[TheMitelGuy]

Did you check the jumper on the LS/GS card? Was there even one?

 

[skywifi]

Yes and the jumpers were set correctly.