Tone in handset, no dialtone, caller can't hear

[BMBurkhardt]

We have one office that has an IP412 with a DS30 and DS16. Over tha past year we have reports from 3 different extensions that they pick up their handset, and all they hear is a tone (almost sounds like a stuck key, but is not.) Tried unplugging set, no change. ended up putting them on a different port on the DS30. It happened again today and I unplugged phone, tried different set, and after unplugging 4 time, the problem cleared and I had dialtone. All of these extension are on the same DS30.

We are running version IPO version 4.2.4 with 4412D+ phones. The IP412 and digital stations are running current software. Any ideas?

Another problem that has happened is that a customer will call in to one particular extension and the person on our end can hear the caller, but the caller cannot hear our employee. Tried changing handset, phones, cords, etc. The last time this happed a reboot SEEMED to fix the problem. Any ideas why this is happening to just this one extension? Here again, this extension is on that same DS30.

 

[tlpeter]

When you hear the tone then try a *00

When you pay peanuts, you get monkeys!

honey, i fried the IP Office !!!

Sarcasm, it's only one of the services I offer.

 

[NYSTECH]

Do you know if these Digitals were upgraded properly? was the 3.2.99 bin file used before going to 4.2

 

[BMBurkhardt]

I'm not 100% sure that the upgrade followed the correct progression thru 3.2.99 or direct to 4.2.4. I will try to get this info from our tech when he gets back next week.

 

[BMBurkhardt]

OK, I checked with the Tech who did the upgrade to the devices. The proper progression to 4.2.4 was followed. Any other ideas??

 

[hairlessupportmonkey]

as Peter said - dial *00

ACSS - SME

 

[amriddle01]

The proper progression to 4.2.4 was followed"

What we have suggested (via 3.2.999) is not documented for every upgrade but it is known to minimise this issue, so while he may have followed the procedure laid out in the documents, it isn't the best practice of always going through 3.2.999 with EVERY upgrade

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[Duffman88]

I've had this once or twice and just either resetting the phone or actually power cycling the DS module fixed the problem. If I remember right we had to leave the phone out for a little while for the port to properly reset itself. It hasn't happened enough for me to investigate further. As a matter of fact it hasn't happened in quite some time now.

I used to see strange issues like this once in a blue moon on the Legend/Magix and simply cycling the device would clear it up.

Obviously if it's something that happens regularly I would investigate further. Also even if the tech says he/she followed the procedure correctly that doesn't mean he/she actually did. It'll never hurt to take a backup of your switch and reperform the upgrade procedure just to ensure it's done right.

Chris
ACA- Implement IP Office

 

[BMBurkhardt]

I appreciate the comments. On one of the phones recently that had tone but no dialtone, I unplugged set for a while and then replugged and dialtone had returned! We have about 20 branches running IP Office 4.2.4 on 406V2 and 412 boxes, it seems strange that only one location has had this problem.

I plan to upgrade all locations to 5.xx this year. Perhaps the upgrade will take care of this problem...(and yes, I know, that something else may take it's place.)

 

[Duffman88]

I'm pretty sure the 5.xx upgrade is when I stopped seeing this problem. Keep us posted.

Chris
ACA- Implement IP Office

 

[hairlessupportmonkey]

r5 doesnt fix it. I have a 500 that does this from time to time, and dialling *00 clears it.

ACSS - SME

 

[BMBurkhardt]

What exactly does the *00 do....I thought that code was to "cancel all forwarding?

 

[hairlessupportmonkey]

it also seems to reset the port

ACSS - SME

 

[BMBurkhardt]

OK....What about a person who can hear the caller, but caller can't hear them....almost like MUTE is on when it's not. Does the *00 clear this as well?

 

[Duffman88]

When you have this issue is it from internal extension to internal extension? If not what is your architecture? SCN, SIP, H323, PRI, POTS...?

Chris
ACA- Implement IP Office

 

[amriddle01]

OK....What about a person who can hear the caller, but caller can't hear them....almost like MUTE is on when it's not. Does the *00 clear this as well"

Not sure, as I haven't seen this issue in a long time (not since we discovered *00 stops the DTMF squeal), it seems any DTMF tone sent will clear the squealing issue as I have dialled a few different things and they all worked.

What causes the squeel and one way voice on digitals is unknown, even to Avaya. As they have had several traces from me in the past with one way speech and as the trace didn't actually show anything different then apparantly I was just making it up. And they had listed the DTMF squeel as fixed back at 4.1 but it still comes back and it took around a year for them to post it as a CQ in the first place

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers