PRI Handoff on ATT Fiber loosing channels and dropping calls

[cdiris]

I have a customer with IP Office 9.0.11 VM Pro SCN with one other IPO. They are on ATT Fiber router with PRI handoff 24 ch.

Last week they started randomly getting resets of all channels and all calls drop. They also steadily lose "Number of Administered Channels" as displayed in System Status. Monitor shows all channels as fine (but less and less of them function). When calls drop it looks like Monitor is giving cause code 124 (Answered by Other).

Most of the time no alarms show up in SS except for a red alarm the other day and a clock reset. ATT saw an error last week where they said their router wasn't responding or was rejecting calls but after they resolved that they don't see any issues. Many of our call samples they can't even find. Two days ago all channels read "idle" but no calls could go in or out. I replaced the PRI card and calls were restored. Then the dropping and losing channels process started again. Yesterday all was fine and today they are down to 13 channels and many drops.

This customer did change programming recently to add voicemail boxes to users and to ring phones before going to the Auto Attendant. System files have been resent but the SD card has not been recreated. They have had ATT trouble before but nothing quite like this. This circuit has been in for a year and the system has been on various ATT PRIs for 3 years or so.

Any thoughts on if this sounds like a system error or ATT?

 

[IPGuru]

Line provider issue

(always is)


Do things on the cheap & it will cost you dear

 

[joe2938]

I agree, line provider issue. Also ATT will tell you it's not our issue and insist that they test the circuit

 

[critchey]

I have seen with ATT in the past having customers call them and tell ATT they have an issue. ATT claims everything is fine but do a "reset" as a courtesy and it magically starts working.

 

[cdiris]

That all makes sense. ATT's network team sees the errors as the PBX loosing connection and reestablishing. At this point I don't have anything else to go on so I'm swapping the phone system and rebuilding some of the config (from a known working copy). We'll see if anything changes. If not it could be the port on their router perhaps. I did have a customer once that had clock slips due to power brownouts (a medical facility testing their generator) and as soon as we put them on a power conditioner/battery it all went away. But these symptoms are pretty different than those were.

 

[cdiris]

I replaced all IP Office 500V2 hardware (including SD card and the crossover cable) and reprogrammed from known working version. Problem gone for a day and now back. On IP Office side could be one of Avaya's weird glitches from having something programmed a certain way or it could be an unstable power source--but I don't see evidence of either of those. So continuing to pursue ATT . . .