Hung/Stuck Call

[glimma]

I had a user whose 4620 hung/frooze during a call. The user unplugged her phone and plugged it back in, but when the phone booted backup the displayed changed as if the call was still active. However when you status the ext it shows no connected ports and no agent logged on.

We've tried a busy and release, logging the phone of and back on, logging the ext onto a different handset and reset ip-station - but we are unable to clear this phantom call down.

If you try to delete the ext, CM says the Object is in use and won't let you remove it.

Personally I think we need to go for a reset system 2 to clear this.

Has anybody else come across this before and what did they do to clear the phantom call.

Thanks.

 

[colby007]

Can you see the call on any of the trunk groups? If it's on one of the trunk groups can you busy and release the channel on the trunk?

 

[glimma]

No sorry we don't have any details of the number dialled or which trunk group the call came in on. Unfortunately there is over 280 trunks on the system, all carrying the same DDI range, so the call could have come in on any channel.

Also the it's a 24 hour site, so we could even wait till after hours to check the trunk groups for active calls as they will still be gettig used.

I've suggested a reset sytem 2 to clear this, so we are just waiting for the call centre manager to agree to this.

 

[letman2]

try changing the phone

 

[AvayaTier3]

It can be cleared in the software tables without a reset by a software corruption engineer.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[SF0751]

Do you use DHCP for the phone IP addresses? What happens if you assign a new IP address to the station?

Does the call still show up on a real-time trunk report? It should be several hours in length by now, so it should be easy to find.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”