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Dropped Calls

Dropped Calls

(OP)
We've had 3 people complain of constant dropped calls. For 2 of the people I went and repunched down their TNs in the computer room and that seems to have fixed their issue. The 3rd person I just repunched down so I won't know for a while if this fixed their issue. My boss wants to do a reboot of our phone system since this is becoming too common of a thing, but I'm very afraid to do that since it's so old.
Is there anything else I can try without rebooting? I Googled the procedure and it doesn't look fun.
Also, I was thinking it could be a bad board? I'm not sure how to check to see if all 3 extensions are on the same board.
This is a CS1000.
Any help would be appreciated!

RE: Dropped Calls

The CS1000 comes in many forms and versions. You need to tell us the release and software version as well as the hardware type.

Some of the problems with a reboot depends on the IP set-up and also trunk configurations.

Personally, I would always start off looking at the phone systems history file to see if I'm getting anything that doesn't look right and check any errors to find out what they mean.

Your system might be a large e.g. Option 61/81 cube system and all your faults are appearing on one shelf. There are many factors to consider.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website = http://somertel.com
linkedin

RE: Dropped Calls

(OP)
Thanks for your reply. I have no idea what option it is.

I've learned something new since this post. Apparently calls aren't dropped, callers are just unable to hear the person speaking.

Someone from our office calls a number and after a little bit of time, the person on the other end will not be able to hear our user. It's very sporadic but happens many times a day.

I called our pbx support and they went into the system and didn't find any errors. They told me to contact our carrier.

I contacted AT&T, which was a huge headache, and opened a trouble ticket. I'm waiting to hear what they found.

My boss says if the carrier doesn't see any issues, I have to go back to the pbx support. I feel like this is going to go round and round and never get fixed...

RE: Dropped Calls

If you know how to login to the phone system go to ld 22 at req type iss that will give you system version and software level. If the system has ip phones then the problem you have could be network one way speech or you could have issue with dsp resources. If tdm then checking user ext can tell you the tn they are on

RE: Dropped Calls

Follow previous suggestions and in LD 22 key in..

>LD 22
REQ PRT
TYPE AHST

This should print off the history file. Check all the event / errors codes.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website = http://somertel.com
linkedin

RE: Dropped Calls

(OP)
Here's our system

REQ ISS


VERSION 4021

System type is - Communication Server 1000E/CP PM
CP PM - Pentium M 1.4 GHz

IPMGs Registered: 4
IPMGs Unregistered: 0
IPMGs Configured/unregistered: 0

RELEASE 5

RE: Dropped Calls

What you have is a CS1000e on version 05.00 or 05.50 software and the CPU was the CPPM type. This means that you should also have a MGC card on slot "0" for each cabinet and this acts as a kind of gateway or interface between the CPU, IP and analogue trunks / extensions etc.

You may well have another CPPM that is purely there as a signalling server for IP trunks and IP extensions and that card would normally have a "SS" label on the cards faceplate.

Find out where all the dropped calls are coming from as you might find it comes from one cabinet. I would check / reseat the Ethernet connections are OK. Check the LED faceplate on the MGC card for any alarms.

You might need to reset one of the MGC cards or even the Sig Server to re sync it all back in again.
However, you really should check the history file first.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website = http://somertel.com
linkedin

RE: Dropped Calls

(OP)
UPDATE:
I talked to our PBX support and they didn't see any errors on the switch. They are saying it's a carrier issue.
We've placed numerous calls to AT&T and are now on our 5th trouble ticket. They keep closing them and saying everything looks good on their side.
The only consistency is that the issue seems to be only with incoming calls that are over 5 minutes. I'm still pointing at AT&T as the people this is happening to are all over the board which doesn't seem like it could be a card issue on the PBX.
It's very frustrating since everybody seems to be pointing fingers at someone else.

RE: Dropped Calls

Ok. You need to request a vendor meet. If the issue is easily replicated they should be able to locate where the issue is happening.

AT&T may give you some story that if they don't find any issue on their side they will charge you for the meet, but it's a small cost compared to the headache you have trying to nail down the issue.

John Anaya
Amdocs Inc.
ACSS/ACIS - CS1000 Rls 7.5/Call Pilot 5
ACSS/ACIS - SME - IP Office 8.0
APSS/APDS - Avaya UC Services

Public Profile
http://www.linkedin.com/pub/john-anaya/25/1b9/a9b/

RE: Dropped Calls

(OP)
Another update:
At&t now witnessed the issue first hand when we had them call a user that was having the issue and it happened.

Now a local tech found that the code on our router is probably too new to work with our ancient PBX. She believes it is causing delays in audio. She downloaded the older code back on to the router and we will be rebooting it during the lunch hour.

This actually makes sense and I have high hopes for this fixing our issue.

RE: Dropped Calls

It's very easy to put blame on the phone system. The hardest part is to convince other parties to get involved. I do hope you manage to resolve your problem.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website = http://somertel.com
linkedin

RE: Dropped Calls

(OP)
The code downgrade didn't fix the issue. The tech got on the phone with me again for testing and recorded the sound. After about 5 minutes my side "muted".

After this happened, the tech said it was no longer an AT&T issue because they were not receiving sound from our PBX.

Now we've gone back to our PBX support. They claim they are sending a tech out--this was about a week and a half ago and we've yet to see a tech.

I'm still not sure this will ever be resolved.

RE: Dropped Calls

(OP)
The saga continues... we've since signed up with a new pbx support company. Yesterday my co-worker who took over this issue said this new company wants to reboot the pbx. We're working out a time to do this outside business hours. Once this is done, we'll see what happens...

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