T7316E phones freezing while in CC Monitor

[DMilden]

NA-MICS-DR 7.1 FC
Callpilot 150 v31.10.36.22 - With Call Center

Customer has all T7316E phones their agents use. Issue they are having is when an agent goes into call center monitoring and monitors another agent's calls after awhile the phone will freeze. The agent can't hear the callers andymore, the display still shows the monitor message but you cannot use the phone at all. No dial tone and none of the buttons work.

Checked the port on the system while phone was froze and the system says the port is unequipped. I disable and re-enable the port but that doesn't resolve the issue. You physically have to go to the phone unplug it and plug it back in. No alarms or events are generated when this occurs.

Wondering if anybody has come across this or have any ideas on what to try. Thanks in advanced.

 

[Brutalis]

Is it the same set in trouble every time? If so, I would try replacing the set first thing to see if that helps.

 

[DMilden]

Haha sorry I took that part for granted. The problem is happening on multiple phones. Currently I'm gathering a list of phones to verify if they are on a station module or on the core but I am at a loss on this. I also thought of changing out one of the T7316E phones with an M7310 or M7324 to eliminate a T phone issue.

 

[DMilden]

Well found 2 of the extensions that are freezing while in monitor mode are both on the core of the system so that eliminates my station module theory.

 

[curlycord]

Just curious.....is it an Avaya branded T7316e?

=----(((((((((()----=
curlycord

http://www.curlycord.com

 

[DMilden]

@curlycord

They are the Nortel branded telephones. Thanks for asking though as I have had other problems with the Avaya branded ones.

 

[DMilden]

My mistake. Just contacted the customer to verify and so far the ones that are freezing are branded Avaya. Will change out with older Nortel phones and see what happens.