Embedded Voicemail lockup analog trunk in IP500 v4.0.10 and v4.0.14

[msi12]

Has anyone fixed the embedded voicemail lockup issue in IP500 v4.0.10 or v4.0.14?
Here's what I did before the install.

1- Upgrade out of the box to v4.0.10
2- Upgrade embedded LVMSOUND prompts to G711
3- Build config. from Manager wizard. (Avaya said I cannot merge config. from other same IP500 setup even though all the cards are the same and in the same slots configuration.) Plus all 8 SCN sites has the same configuration setup.
Slot 1 = 8 Digtl + 4 Analog daughter card
Slot 2 = none
Slot 3 = 32 VCM
Slot 4 = none
4-Immediate soft-reboot
Check *17, voicemail no response.
Check SSA, Flashcard shows incompatible flashcard instead of Compact Flash 512M.
Unplugged power cord (hard reboot), embedded working again.
* So now we have embedded voicemail initializing issue when doing a soft-reboot on request or just soft-reboot.

5- Testing for vmail lock on analog lines. Monitoring thru SSA. There are only 2 lines to the IP500.
(a) Call to L1 and L2. 3 Rings. Trunk disconnect. = OK (Clear and Idle)
(b) Call to L1 and L2. User pickup. Hangup after 3mins. Trunk disconnect. = OK (Clear and Idle)
(c) Left msgs to User and GenMbox. Hangup. Trunk disconnect. = OK (sometime msg left in Genmbox, will or will not light up designated user phone. I have setup a H source on the user source tab). a problem for user.
(d) Call into AA, self xfr to extn and GenMbox. Hangup. Trunk disconnect. = OK

(e) Call in AA, listen to prompts. Hangup before time/out.
Trunk locked up. Both times happens on L1 and L2.
Test it again. Still lockup.

In SSA there are 4 vm channel (1), 4 vcm (0), 48 data channel(1), 64 conference channel(1). (in use)

It seems like if I am in the AA and don't xfr out, just hangup, it will lockup the trunk. If both trunks get into the AA and the caller hangs up. It will lockup both lines.
Next day it must be disconnected thru SSA. This is a pain I have to deal with.

Called Avaya:
- They say trunk locking up. >> Need to upgrade to v4.0.14
- Can't merge config from other IP500. >> Must use Manager wizard and build from scratch.
- Embedded voicemail will not iniatialize on soft reboot. >> There are 2 types of card (near the SN#): PCS01= high voltage. PCS02= low voltage.
The one I have problem with are the PCS02. They said the PCS01 are the one that have problem. So which one is it?
- No Centralize vm all have embedded >> Must disable Voice Networking. User can still call each other. Just need to build IP route, IP line, and short code.
(I tried on two site and both site could not call internally to each other. Shortcodes (system), IP routes and IP Line are built. And still could not call each other. Re-enable voice networking and back to normal.)

After doing what Avaya tech recommended, the problem still hasn't gone away.

I know there is a technical bulletin 199. Do you think this will fix this?
I ask the Avaya guy and he said that is a different issue.

What's the possiblity of upgrading v4.0.14 to v4.1.9?

Anyone got a clue on this. Please help, because this IP Office is killing me. I get more trouble calls on this system than any other avaya product.

 

[IPOfficeIreland]

always came across problems in AA or even voicemail with analogue trunks, no matter what system you use. It has to do with the disconnect timers, i.e. called party hangs up timer not matching system.

You can adjust this in trunk settings.

 

[msi12]

TheTaker, thanks for replying.

I was on the phone with Avaya. Told him what happened.
What worked and not.
The line are coming from the Demarc and not a channel bank.
These are foreign exchange lines. He said it's ok.

He also said adjust clear disconnect on the lines. As you also mentioned.
Changes were made from 500ms to 120ms to 100ms.
Test were made. AA still locking up the lines.

I sent them the IP500 and sys mon.config.
Just have to wait and see what's the result.
I still think its the embedded card.

I have another unit in the lab. Same setup for the same client. Merge the new same config. and tested out the lines to AA. Everything works fine. No problem.

 

[mattKnight]

>He also said adjust clear disconnect on the lines. As you also mentioned.
Changes were made from 500ms to 120ms to 100ms.

That is a good way forward - but you need to have disconnect clear set at the PSTN end too.

Disconn clear is the CO disconnecting loop current from a Alog trunk for a preset period of time when the remote end hangs up. The IPO can detect this and knows that it means "the other end has hung up".

2 common things can stop this from working - the IPO is set to detect Disconn clear period of too long (eg Co does 500ms and IPO detects at 650ms) Avaya docs say that he IPO timer must be set 150ms less than the provider time (previous example CO does 500ms IPO should be set at 350ms) The other is that the provider isn't doing disconnect clear (i.e doent drop loop current at all)

Your next step is to speak to the line provider and ask them to set disconn clear time to say 650ms for all the trunks.

I'd guess that the feature isn't enabled on the line (in the UK, with BT, you have to ask for it)

Take Care

Matt
If at first you don't succeed, skydiving is not for you.

 

[msi12]

MattKnights thank for replying.

Yes, what you are saying is correct. But if you read item 5 from a) to d) you can see the test I've done to prove there is a disconnect signal. All lines disconnected/cleared and went to idle.
All call were picked up by the users and calls were answered by the AA. But in the AA, after I self xfr out to a destination and hang up, it also disconnect.

It just when I am in the AA, no action, just listen to the greeting for a few minutes and just hang up, it locks up the lines for hours. Watch it thru SSA. Right now it is happening at 2 other sites.

I know IP Office also uses Tone Disconnect, which clears an analog call after 6 seconds of continuous busy or NU tone, configured through the Busy Tone Detection.
Test call with remote user indicated there is a wailing alert on both lines. Meaning IPO should disconnect once detected, but, it is not. There's no way to find out unless I tap into the lines. Listen and monitor SSA. This would require going on-site.

 

[IPOfficeIreland]

will also happen when you dial into a mailbox to leave a message. disconnect timer is where the problem is 100%

 

[ProviderReborn]

Yeah, as the others, see this issue all the time.
Make sure 100% that your line provider is actually changing the timer and not just saying they are.
Whilst we see this alot, once the timers are adjusted they are usually fine.

ACA - IP Office Implement
ACA - IP Telephony
CCENT - Cisco ICND1
CCNA - Working towards.

 

[msi12]

Well, I asked the client to check with their provider to see if they have disconnect clear on both lines. Plus what it is set to.

Since most of you here think it is a disconnect issue. I might as well check it out.

 

[msi12]

Well, I'm back.
I'm still working on the problem.
I finally gotten Avaya Tier III to work with me.
Got some test results done and had it sent to Avaya.
(SSA .slo log and system monitor log.)

I also went on-site and took the system back for further testing in the lab.
Test:
1) I used a Merlin Magix T/R as trunk simulation and an actual modem line.
The same test I done as above thread all had no disconnect problem. No AA or vmail lockup.

2) Used analog off an S8300.
This time AA and vmailbox locked up.

Now this tells me the flash card is OK. My other clue might be how the lines are configure at the CO.

Found out from my client that all other SCN sites running OK are using local CO lines. And this site is the only one with an foreign exchange analog trunk circuit.
He also ask again w/the provider what problems he was having. This time they had someone there who knew about pbx. The 1st time he asked on another tech there, he had no clue what he was talking about.

After some check at the CO side they found out this problem install site was missing a cut-off disconnect feature not programmed into the line. All other had this feature.
So now, I will find out what happens when I get back up there with the switch.

See you soon.

 

[IPOfficeIreland]

good luck with that - so another confirmation that it is 100% disconnect timer issues on provider side matching not matching ip office.

this is why i don't sell ipo with analogue - way too much hassle..

 

[msi12]

We'll see when I get there on Monday.
You guys might be right on the disconnect issue.

I'll keep you posted, TheTaker.
Great hearing from you.



I'm glad we have this type of forum sponsored by Tek-Tips.
It let's us help others who need technical or non-technical answers.

 

[msi12]

Well, back with the Monday followup.

The reinstall of the IP Office failed. Both lines where still locked up in the AA. (Foreign exchange lines)
During the test call, I immediately received an intercept msg after I hung up on both lines.
Msg: If you want to make a call please hang up and try again. If you need help, please hang up and call the operator.
Next came a hi/low wailing sound.

I had my butt set hooked up for monitoring during these test call. I can hear both Att messages and AA playing. The 1st incoming call received from either lines, AA played 1st.
I hang up and intercept msg kicked in. At the same time after 8 sec time/out AA started to play its greeting. Both ATT and AA are prompting their msgs at the same time. Still no disconnect of line to PBX.

I made changes to the "Disconnect Timer" also. Nothing.

Will have to wait till the service provider finish their end before we can proceed. --- Line / Circuit testing ---

I know it's the line because during the wait I used their local fax line for another AA test. It worked like a charm. No problems with AA lock up.

I think it has to do with the designing of each line behind the switch.

More to come later.

 

[msi12]

I finally got it solved.
We got rid of the FX lines and order 2 new local analog lines. Had the old #'s RCF to the new #'s.
Everything works fine.

So it was a lines issue.
Something in the FX line (circuit design) wasn't fixed or corrected.

 

[ShikePoke]

Having same issue on IP500 4.1(9), nice post!

Shike

 

[msi12]

ShikePoke,
Thanks

Glad to help anyone who needs it.