MikeEdwar
IS-IT--Management
- May 14, 2013
- 2
We are a small office and I generally play IT guy for things computer-related, and over 8 years I've learned my way through configuring the Norstar & Call Pilot; however I have a problem I can't quite put my finger on.
We have a Norstar MICS w/ 2x4 analog CO cards, and we use 8 desk sets. AA & CCR routes our calls. The trunks come into our office as digital/T1, and a router converts it to analog for the Norstar. Our T1 package is through CBeyond.
Our problem is: Intermitently, incoming calls ring at a set, and a user answers the call to hear a steady "touch tone" that doesn't end. The first time this happened I thought the caller was accidentally pressing a key on their phone with their cheek. It is definitely a "touch tone", not a dial tone or modem/fax signals.
This is not specific to any particular set (it happens intermitentally to all of us), and it only happens to about 10% of our incoming calls. It is not a specific trunk; it happens on all 8 of them. We cannot hear the caller, only the touch tone. We have been noting the CID and calling them back; the callers state that our AA answers, they are able to get through the CCR tree and ring to an extension, they can hear us answer the phone and talk (so the caller is not hearing the touch tone, only our end).
I reset the system several times by shutting off the power to unit and re-booting; I've also used the system reset in **config options. Our provider, CBeyond, ran tests on the trunks and said the router responds normally and they don't see any problem on the CO end.
The vendor who installed our system has no idea what the problem is. We've had him out several times, and naturally it doesn't happen when he's here, so he cannot "catch it in action." He said we need to get him here when it's happening, but we cannot predict when it will happen. At $150 per trip, we hate to keep calling him out when he can't even diagnose the problem....
Any help or insite would be appreciated.
We have a Norstar MICS w/ 2x4 analog CO cards, and we use 8 desk sets. AA & CCR routes our calls. The trunks come into our office as digital/T1, and a router converts it to analog for the Norstar. Our T1 package is through CBeyond.
Our problem is: Intermitently, incoming calls ring at a set, and a user answers the call to hear a steady "touch tone" that doesn't end. The first time this happened I thought the caller was accidentally pressing a key on their phone with their cheek. It is definitely a "touch tone", not a dial tone or modem/fax signals.
This is not specific to any particular set (it happens intermitentally to all of us), and it only happens to about 10% of our incoming calls. It is not a specific trunk; it happens on all 8 of them. We cannot hear the caller, only the touch tone. We have been noting the CID and calling them back; the callers state that our AA answers, they are able to get through the CCR tree and ring to an extension, they can hear us answer the phone and talk (so the caller is not hearing the touch tone, only our end).
I reset the system several times by shutting off the power to unit and re-booting; I've also used the system reset in **config options. Our provider, CBeyond, ran tests on the trunks and said the router responds normally and they don't see any problem on the CO end.
The vendor who installed our system has no idea what the problem is. We've had him out several times, and naturally it doesn't happen when he's here, so he cannot "catch it in action." He said we need to get him here when it's happening, but we cannot predict when it will happen. At $150 per trip, we hate to keep calling him out when he can't even diagnose the problem....
Any help or insite would be appreciated.
