we're having major problems with or Merlin magix system

[caswcu]

I just started at this place 2 months ago.

Im familiar with phone systems and understand everything.

first problem was we would get dropped calls every 2 days. A few people started complaining. Once I sent an email out, I had a few more complain. I even experienced one today. We had an AVAYA service person hooked into our system today and he noticed that my dropped call happened due to our AVAYA system. The past ones also appeared via logging to be dropped by our system.

The last two days we've been having major problems. Our T1 either went down or our Merlin system lost contact with it for 2 hours yesterday. They restarted the paradyne 3150 and it was back in action.

Today it seems like every 2 hours people would call in and the phone would just ring. We have five copper lines then 24 lines via the T1. We have a six port Aduix system and I believe there are open ports on it. So again this leads me to believe its something with the phone system.

Does anyone have any input on this? Just trying to brain storm? Im going to have AVAYA start replacing equipment.. Also the t1 goes into a 3150 paradyne channel seperator then to our system

 

[merlinman]

Actually, rather than just swapping out modules, you should have the Avaya tech contact a TIER 3 ENGINEER in Denver for support.

In looking at your other posts, it does not look like you have SPM.

If you had SPM you could view the ERROR LOG, which would probably show some good info on your problem.

Your system could be accessed remotely for someone to look at the error log as well.

Good Luck!

 

[caswcu]

yup I have winSPM installed on my laptop. we already have the techs involved in denver I believe.

 

[merlinman]

QUESTION - What does your ERROR LOG SAY?

Also, down the road, you may want to tell whoever you are dealing with, you want to know what TIER-3 ENGINEER is working on this. (Read the rest of this to see if you need to do that....)

DO NOT SETTLE for an "UP-FRONT" person, insist on an ENGINEER.

The First person you talk to is TIER 1, (a person who can either do some simple programming or dispatch a tech.)

The Next Level, is what is known as an "UP FRONT" person, someone with a bit more knowlege, but not TOP OF THE LINE.

Last stop is a TIER-3 Engineer, TOP OF THE LINE!

Of course, I would also say, give the "UP FRONT" a chance, but if they don't clear it up, ask for an ENGINEER.

 

[caswcu]

how do I get to the error log thru SPM? ill check 1st thing tommorow morning

 

[Pepperz]

Dropped calls often are the result of the T-1 supplier, not the Magix. Get them involved in the resolution, otherwise you can spend a whole lot of time fixing "your car's bumpy ride" but the trouble is the potholes in the highway.

Pepperz at newper dot net