IP Office 500v1 after upgrade to 8.0.43 calls on ATA analog fax are being put on hold

[gkittelson]

I recently upgraded an IP Office 500v1 from firmware 5 to 8.0.43 for a client that wanted to use the mobility features. This system uses a PRI T1 for all incoming and outgoing calls. The upgrade went without a hitch...except for one annoying issue.

I have one ATA in a remote building for a fax machine. When calls are made from it or come in to it they are being put on hold. You hear the fax tone for a fraction of a second and then you hear the music on hold.

When I use system status it shows Incoming call alerting, connected, held, then the line is on hold until the system releases it. It will say holding for the current state until I hang up. I have stayed on the line to just see what might happen...but I can only hear the MOH forever.

1) I checked all the settings and compared to another ATA I have in use at another client and everything looks OK
2) I have replaced the ATA with a different manufacturer and model (Avaya A10) and it does the same thing.
3) I deleted the user, saved the config, and then recreated the user.

At this point I really could use some guidance. I would like for the ATA to work again.

 

[amriddle01]

IN SSA go to the extension for the fax/ATA and select trace all at the bottom then when the call comes in what does that show? Also a trace with monitor posted here will help

 

[gkittelson]

6/1/12 9:32:06 AM-683ms Call Ref = 214, Originator State = Dialling, Type = Trunk, Destination State = Seized, Type = Target List
6/1/12 9:32:06 AM-715ms Call Ref = 214, Originator State = Dialling, Type = Trunk, Destination State = Dialling, Type = Target List
6/1/12 9:32:06 AM-754ms Call Ref = 214, Alerting, Extension = 1427
6/1/12 9:32:06 AM-754ms Call Ref = 214, Originator State = Incoming Alerting, Type = Trunk, Destination State = Alerting, Type = Target List
6/1/12 9:32:08 AM-585ms Call Ref = 214, Originator State = Incoming Alerting, Type = Trunk, Destination State = Alerting, Type = User
6/1/12 9:32:08 AM-600ms Line = 13, Channel = 4, Q.931 Message = ConnectAck, Call Ref = 214, Direction = To Switch
6/1/12 9:32:08 AM-602ms Call Ref = 214, Originator State = Connected, Type = Trunk, Destination State = Connected, Type = User
6/1/12 9:32:08 AM-602ms Call Ref = 214, Answered, Extension = 1427
6/1/12 9:32:11 AM-742ms Call Ref = 214, Originator State = Holding, Type = Trunk, Destination State = Held, Type = User
6/1/12 9:32:11 AM-743ms Extension = 1427, State = Busy Wrap Up
6/1/12 9:32:13 AM-743ms Extension = 1427, State = Idle
6/1/12 9:32:18 AM-109ms Line = 13, Channel = 4, Q.931 Message = Disconnect, Call Ref = 214, Direction = To Switch, Cause Code = 16
6/1/12 9:32:18 AM-110ms Line = 13, Channel = 4, Q.931 Message = Release, Call Ref = 214, Direction = From Switch
6/1/12 9:32:18 AM-119ms Line = 13, Channel = 4, Q.931 Message = ReleaseComplete, Call Ref = 214, Direction = To Switch
6/1/12 9:32:18 AM-122ms Call Ref = 214, Originator State = Clearing, Type = Trunk, Destination State = Held, Type = User
6/1/12 9:32:18 AM-122ms Call Ref = 214, Disconnect from Originator End

 

[amriddle01]

Hmmmm, doesn't show much, you will need a full monitor trace

 

[gkittelson]

I hate to sound stupid, but could you please you tell me how to do that?

 

[gkittelson]

I found the problem! The Extension was set to use T38 for fax transport support. I switched it to G711 and it is now working.

 

[amriddle01]

Open the programme below, and enter the system IP and the password, not the password SSA and Manager uses but the system one "password" by default

 

[amriddle01]

Sorted then

 

[gkittelson]

Thank you for the monitor location. I had never tried to use it ***blushing***

 

[tlpeter]

T.38 is better then G.711
Isn't there an option for T.38 in the ATA (when it is not there then the ATA is not very good)


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