EC500 stopped ringing to cell

[JJacobs313]

It is not an issue with everyone, just two users. Can't be carrier, because I have the same and mine is still working. Activate EC500 and the calls are not forwarding to the cell, has worked until today. I have another user that it works, but if he activates it remotely, he gets the confirmation beep, but the calls don't ring to the cell. I am at a loss. I set these up a lot. I had them disable EC500 and call, and I traced to make sure I had the correct number with area code, cause some carriers you don't need the area code. It is all matched up. activate it, light comes on, call the extension, and it rings, and goes to voice mail.

I would think it was the carrier or such, but since I have the same carrier,and it is kind of randomly affecting the users, thought I would see if anyone had any thoughts.

"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt

 

[smokinjoe2938]

status the ec500 station and what does it say for ec500 status?

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[JJacobs313]

I have done that, it was enabled.

"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt

 

[smokinjoe2938]

I know this is a long shot but are you able to call and ring the cell phone without using ec500?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[JJacobs313]

Yes I am.

"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt

 

[smokinjoe2938]

well this is a weird one but in the past I have had to totally remove all of the ec500 programming then rebuild and retest and let me know if this resolves the issue.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[kyle555]

Check the trunks being used. You absolutely need PRI with a d-channel for EC500. Came across your exact problem statement with visiting users from out of state who's cell #'s were being sent out an old fashioned 24 B channel T1.

 

[JJacobs313]

Yeah, I just have it set to ARS. So it does use different trunk goups, but when I traced it, it was going out an isdn trunk, same one as mine, and I am still up and running. I know in the past it was because a prefix of 1 was required, but with his number, just need area code and number, if I add the 1, he can't enable remotely. Just hate to tinker with anything when it is affecting only 1 or 2 users. I will see about setting to a specific trunk group and see if that helps though. Thanks!

"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt

 

[kyle555]

Just double check that the ISDN trunk is 23B+D and not 24B - that would be a problem

 

[JJacobs313]

Yeah it is 23B+D

"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt

 

[letman2]

If the correct cell phone number is hitting the right trunk group when the call goes to ec500 it might not be an Avaya problem.

 

[smokinjoe2938]

try to remove programming for these two users and rebuild and retest

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[JJacobs313]

Yes everything is hitting correctly, I am not seeing anything in the Avaya, but we are from the same town, same carrier, just odd to me. One time and one time only there was a 1178 error, but all the fixes for that were already the way they were suppose to be. I did remove the user and rebuilt them. Same result. Trace shows that it is calling the cell, maps the cell with the correct name and extension, just doesn't actually ring. Without changing anything on my end, it is just hard to troubleshoot.

"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt

 

[smokinjoe2938]

have you displayed events/all for the time and date of test call, may show something of use to further troubleshoot.also if you have more than 1 ISDN trunk then make 2 specific entrys in ars for the two cell phone numbers forcing them to go out on a different isdn trunk than the current one. Maybe this will work

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[smokinjoe2938]

http://www.iaug.org/p/fo/et/thread=21996

check out this link from the avaya users group, had same issue as yours and they solved the issue with a work around such as I stated in my previous post.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[letman2]

do you have a cover path build on the extension? if so make sure it has enough rings. Also you could temporary change the line appearance on the ec500 phone to another number and see if that works.

 

[JJacobs313]

I have changed the extension that it was associated with, but had the same results. Also changed the amount of rings on the CP. I am just stumped on this one.

"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt

 

[JJacobs313]

Well, after some testing, I have it working. It is strange and I don't completely understand it, but for some people, I set the trunk to our long distance trunk, which to me makes no sense, as they are local numbers, and I don't have a local number, but I am fine with ars as the choice. I literally have some employees that have the same digit setup 218xxxxxxx, but need different trunks. Same carrier, both local numbers. I throw my hands up! Haha! But at lease it is working! Have them going out my 800/long distance trunk instead of just ARS, as it is for everyone else.

"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt

 

[smokinjoe2938]

I did tell you to do that on an earlier post

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[JJacobs313]

Yes smokinjoe, still doesn't make sense that someone with the exact carrier, both not long distance, etcetra would need two different trunks. Also I had done that, it seems that these two have to go out on specific trunk, doesn't work with just any of them. So it took some trial and error to find a trunk it would work on. It is my 800/long distance trunk. So yes, you are validated in that you said it first!...

"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt