Weird Phone Conference Problem 1

[joel7]

Hello All,

According to one of our users, she is noticing that someone is "joining" in on some of her calls. She says that while she's on the phone with someone, she will hear that someone else has joined the conversation also. She says that her display changes to "Conference" but she hasnt conferenced anyone in at this point. This has happened several times in the last week. Im worried that someone might be trying to listen in to her conversations. I listed the bridged appearances for her extensions and there are none. Any ideas would be appreciated...

Thanks in advance,

Joel

 

[CaNNaBiS]

Thats really odd.

I would status her station when this happens. You should only see 1 connected port.

MultiVantage, Intuity Audix LX

 

[GroundRatt]

Make sure there are no bridged lines to that ext.

Steve
UTHCT

 

[joel7]

I checked for Bridged appearances for her extension and there are none, thats what makes this odd. Im stumped.

Joel

 

[n00benduser]

Check what brigded appr she has on her phone...more than likely she is using someone elses line to call out..the person she who's line she is using just picks up the phone seeeing the light change...

 

[joel7]

According to her, she is only using her own line. She does have a bridged appearance for her bosses line. I thought that might have been the problem. She says, though, that the problem is existing only when she is using her own extension.

Joel

 

[n00benduser]

Sorry I thought she meant that the users lines where not bridged to anyone elses...I was thinking visa-versa.

 

[CaNNaBiS]

OK, if it changes to Conference while she is on the phone what could be happening is this scenario:

Assume Martha, James, and Henry.

James calls Henry and says "OK, I will conference you in on our conversation when she starts talking sexy"

James press conference button and calls Martha and starts talking for a few minutes.

When Martha starts talking sexy to James, James hits the conference button, and 'Conference' appears on Martha's phone.

MultiVantage, Intuity Audix LX

 

[n00benduser]

Ya CaNNABiS, that was my next question...is this with a particullar person or dept. Could this be Service Observe?

 

[joel7]

Thanks for the input guys. Its only one person and we are not using service observing.

Joel

 

[CaNNaBiS]

Joel, my scenario could still hold true.

Find out if it is happening when she makes an internal call or a external call.

MultiVantage, Intuity Audix LX

 

[joel7]

Its been happening when she receives an external call and has happened when she makes an external call. Just today for example, she called her husbands phone number (outside of the company) and received his voicemail. She started listening to his greeting and then she saw "Conference" come up on her phone. She counted to 12 and then the "phantom" conference call dropped. I dont see anywhere in our switch where someone could be barging into her call like this. She's getting annoyed and Im still confused.

Joel

 

[n00benduser]

Do a list trace st XXXX. Just leave it and have her report back to you as soon as it happens. Is it possible that her call isnt seizing a channel? Maybe she is on a weird COR?

 

[CaNNaBiS]

Heh, I bet if you put only 1 call-appearance on her phone it wouldnt happen anymore.

The only other thing I could suggest is that you create a report on a timerin ASA, like a friggin constant timer that status-es her station like every 10 or 15 seconds and write it to a file then check it and find out what port is bridging on to her.

MultiVantage, Intuity Audix LX

 

[joel7]

I keep trying a list trace but then I lose the network connection with the switch. I am going to try that status station thing and see if I can schedule it for every 5 minutes. I also called the folks at Avaya and they say it could be a crossed wire??

Joel

 

[lopes1211]

Find out what time she called the husband. Run a CAS report and see if she really called on her line or the bridged appearance.

-CL

 

[n00benduser]

lol Cannibis...just make sure you put restrict last appearance to "N".

If avaya wants you to check the punch downs, look at her port assignment and change it physically on the wall and then in the switch.

 

[joel7]

CL, I ran the reports for her extension for today and I can see the call that she made and at the time that she made it at. I dont see any calls coming before that or after that that might be suspicious. Is that what you mean by a CAS report?

Joel

 

[surplus]

I don't know if you even have an attendant console, but here's what I found. If there is active conversation on the line and the attendant console operator uses the "verify" button and dials the extension of the user, the display on the phone changes to "Conference 2". This is the only way that I know of that the user could be seeing conference without a bridged appearance, I just now tried it and that was the result I got. The Barge In tone can be disabled, I do know that much, so that may be why she isn't hearing anything, and just seeing the display change.
Personally, I would change the verify button to be an autodial for emergency access to the attendant if you sit near him/her and you would know that sound, or even change it to a "priority call" button, and then see if the user gets a priority call from the attendant every time she is on the phone. That'll tell you what's going on. Sounds like the attendant is able to see everytime she is on a call via the DSX and then would know when to "verify" and listen in. I really wouldn't start chasing a wiring problem at this point.

 

[lopes1211]

Yes, the CAS part I mentioned is exactly what you troubleshot and I also 110% agree with Surplus that wiring is not your issue and does not warrent screwing with it. I get really p*ss'ed when I hear stories of avaya giving answers/recommendations like that. How long have digital phones been around and why can't they understand what a DCP port would really do when crossed, half tapped, etc...... Arghhhhhhhhhh.

-CL