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Incoming Calls Die on Hold

Incoming Calls Die on Hold

Incoming Calls Die on Hold

Hey all!

I've got a little bit of an issue that I'll describe as best as I can. I'm a tech guy by nature, but telecom is not my top skill. long story short, I found the BCM system and spent what seems like forever learning to configure this system, all was working well with a couple issues. I'm only going to describe the biggest issue I'm having here, and that is that the minute I put an incoming call on hold, it's dead; but this only happens on my system.

Here's the setup that I've got going on.

BCM50 r6 fully patched with an SSD in place of the original HDD at both my mothers house and mine, each system is configured identically, and I've spent a couple hours making sure that both of our systems are configured exactly the same. Her system does not have any of the symptoms that I'm describing, everything works as intended at that location.

Our systems run pfSense for routing and VPN between the two locations and the main switch for both locations is a Nortel 5520 series. The system is configured so that when a call comes in on the sip trunk, it heads to a hunt group where both the kitchen phone and my office phone ring. Calls are set to automatically associate to a SWCA key on hold. Here's what happens: I get an incoming call, and everything works fine, but if I put the call on hold, there's no hold music; additionally, when I hit the "Call 1" key to pick the call back up, there's dead air, and the other caller can't hear me nor can I hear them. The issue is the same if I do an exclusive hold to an intercom key. This doesn't happen with calls placed from site to site through the VPN, only with calls from the external provider. (flowroute in this case.) If I transfer that dead call out to another number, everything works just fine and audio resumes. Outbound calls work just fine and can be placed on hold with no issues. This is a new issue, and it was previously working just fine, but one day this issue cropped up and I've been unable to resolve it on my own.

When this happens, the call is still seen in BCM monitor. This only happens with IP sets, I plugged an M7324 into the system during troubleshooting and it functions as intended, calls get placed on hold, MOH works and when picked back up, everything is fine. I'm using 1140e's everywhere in the house.

I've been through all the options in element manager, scoured the logs, I've factory defaulted my network switch, changed ethernet cables, tried it with an i2004 all with the same result. I'm this close to L2 resetting the system and building it back from scratch, but I'd really like to sort the issue out instead of taking the easy way out.

Anyone have any ideas? This isn't the first issue I've had with this system regarding dead air, I originally had FM/FM in the mix, but that just rings my cell phone and nothing is there when I pick it up so I've disabled it for now. I don't generally ask for help until I'm sure I can't resolve an issue on my own, and my next guess is that something is wrong in the system software somewhere, but I figured I'd ask for the professional opinion first.


RE: Incoming Calls Die on Hold

Sounds like your saying only IP sets have this issue which might point to the network.

-Have you tried a normal call? as in assign the target to a phone as Appear & Ring or Ring Only instead of bothering with HG's and SWCA.

-I would try a small network switch in place of the Nortel 5520.

-Try an analog trunk instead of SIP, you can use your analog station then back into the trunk port to test

In other words omitting items or programming.

What are the names of the R6 patches you have? I know you say they are up to date but a lot of people say that when they are wrong.

Before doing any Level 2 I would first explore the Restore/Factory Default option first and via the drop down menu choose which part of the BCM you want to factory restore.


Toronto, Canada

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RE: Incoming Calls Die on Hold

Which SSD drive/s (model are you using?


Toronto, Canada

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RE: Incoming Calls Die on Hold


You're correct in stating that it's only an IP Set issue, but it happens 100% of the time.

I'm using an 80 GB Intel 320 SSD in this system. I've had excellent luck using these drives in a variety of systems that have a SATA controller that doesn't play well with SATA II/III drives.

I've attached an image to this post that shows the current software updates installed.

As directed, I've disabled SWCA and the hunt group and assigned the target line to my office phone (appear & ring.) This makes no difference, the call still dies when placed on hold, no hold music and no audio once the call is picked back up. Removing the 5520 from the equation and replacing it with an 8-Port unmanaged procurve switch also does not make any difference.

I wired Analog Trunk 1 to Analog Station 1. Set the phone to ring and appear line 061 and dialed 2301. The call came in on IC 2301 and when picked up, worked as intended. When I placed the call on hold, music started, and when picked back up, the call resumed normally.

I even went and pulled an i2004 out of the box, configured it to register with the BCM at the other house, and that works exactly as it should too.

I will definitely explore the Restore/Factory Default option if I get to the point where I decide the best course of action is to pave over the config.


RE: Incoming Calls Die on Hold

Patches are good!

Thanks for SSD info.

Wait for some other guru's to reply....I'm out of ammo on this one.


Toronto, Canada

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RE: Incoming Calls Die on Hold

One thought that I have which sounds silly is to swap over both systems to see if the fault moves or stay.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website = http://somertel.myfreesites.net

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