SX200 Audio Trouble 3

[mridler]

I'm having a strange problem that I think is something physical on the network but I'm wondering if somebody might have some thought before I sink a bunch more time into this.

System is SX200 release 4.?? and they are using IP phones.

One particular extension gets no audio either way when certain other extensions call him. Some other extensions can call him and everything is fine. All external calls that get transerred from reception are fine however if reception calls him directly there is no audio either way. I haven't tested every extension in the building but sampling shows about 50% failure.

I have taken his phone and moved it to another location and all calls were successful. Then I took another extension and moved it to his location and the phone wouldn't even boot up. Very strange.

I just got confirmation from their network guy that the phone network is completely seperate from the data network although when I was poking around they looked entangled to me.

Has anyone ever seen this type of behaviour where it turned out to be a software issue? I figure it must be physicallly related to his network run.

Thanks in advance

Mike

 

[Lundah]

Sounds like a bad setting on the data network at the user's normal location, which you proved by moving the set. In particular, I'd check the DHCP settings and subnet masks and default gateways.

 

[mridler]

Thanks for the reply. I'm thinking along the same lines.

Since my experience on the SX200 is rather limited was just checking for a possible software issue before I sink a lot more troubleshooting time and get the customer all mad at my billing.

 

[LoopyLou]

I have seen this type of behaviour on a badly configured network. The fact that moving to a new spot fixes the issue and taking a working phone to the same port doesn't is a clear indication of network issues. Calls transferred by the attendant that work tell me there is no routing issues from the subnet the 200 is on to the subnet of the phone. If the attendant is digital it should also be able to call the phone with no issues. If the console is IP that would suggest routing issues from the subnet it is on to the subnet of the phone in question. You need to determine the subnets that can't call your phone successfully and check the routing to the subnet where your troubled phone is.

The beatings will continue until morale improves.

 

[mridler]

Thanks. I'll be keeping an eye for that as well.

All the phones are IP, even reception just has an IP with a PKM, and they've been working fine for a few years at least. So even though they tell me nothing has changed something definitely has changed or failed. So I 'll just be putting my head down and tracing all the paths looking for points of failure.

 

[kwbMitel]

I would be comparing the IP Settings directly on the phone in a working and non working condition.

When the phone is active press and hold the vol up and vol down keys

Release 1 of the vol keys
dial 234
release the second key

Follow the prompts to view the network settings of the phone.

Take Particular notice of:
- IP of the set
- Gateway for the set
- Vlan ID
- Vlan Priority

Under Tools, you also have an option to run ping tests directly from the phone.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[mridler]

Cool, I did not know that. Will definitely give that a try.