Dead Air on transferred calls

[HiDesert]

Hello All
I have a Magix R4 with a MM r4.
The customer says that calls get transferred to "dead Air" sometimes.
I have checked the 8 port card for access and that they are all in the
call coverage group. I have also check the (10) TT receivers in the system,
they all check out.
I am at a loss as to what would cause this intermittent problem. I know
it happens, I called the customer and they transferred me to a station,
This is when I experience the "dead air" issue.
Any Ideas...thanks

 

[Telecomboy]

Try calling each of the voicemail extensions internally and make sure all 8 pickup with voicemail. It is possible one of the ports is bad and picking up with dead air. You could remove that port as a temporary fix.

 

[HiDesert]

That's the first thing I did....called all
(8) vm stations...they did all answer

 

[Telecomboy]

Oh, I thought you just checked to make sure they were all apart of the group. Is it random to extension or does it seem to happen to the same mailbox?

 

[HiDesert]

Random and with different transfer into vm actions
from the direct vm button on the console, to after
hours AA and, sta to sta transfer...
go figure

 

[Telecomboy]

Is the voicemail in the second or third cabinet? If so, maybe they had a power hit and the system didn't power up correctly. If it is in one of the expansion cabinets I would power cycle the system and make sure it gets powered back up right to left.

 

[WikiTech]

Check the transient error logs - it should lead you to the issue and let you know if there indeed was a power failure

 

[HiDesert]

Forgive my ignorance, but what does a power failure have to do
with a intermittent condition with the vm

 

[HiDesert]

To follow up on the PF thought....I did check the
error log and there WERE no such errors of any
kind...Its been a solid machine since installation
over a year ago.

 

[Telecomboy]

If there was a power failure, and the cabinets did not power back up in the correct order (right to left), I have seen intermittent issues with both voicemail modules and 100DS1 modules over the years. Once they have been powered back on in the correct order the issue goes away. Honestly, it is work a shot doing a power cycle to see if it fixes the issue even if you don't think there was a power failure.

 

[WikiTech]

If your ports are good and your TTR's are good and there is nothing in the transient error log to co-inside the dropped-call time with the system failure time with associated error log I.D. then it has to go back to your trunking/timing. What type of trunks and are your cabinets grounded?

 

[HiDesert]

They have a ATT PRI for trunks and no, the cabs are not grounded.
I had the dead air happen to me on a station to station transfer.
The Magix & VM are shared by 2 floors...
3rd floor the primary user with the PRI...
2nd floor are tenants who use the U-verse & copper POTS.
But they all share the VM.