Phone not working after set relocation. - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

bcousins · 04-14-2005, 10:43 AM

I have a customer who moves people around on a regular basis. They use auto set relocation. They are saying that the phone comes back up and gets date time display, but when a call comes in they can't hear the caller. This is an intermittent problem. Also sometimes they don't get dial tone. they reset the phone (disable/enable) and it will work for a while and then it does the same thing.

This is on a 0X32 with 6.1MR software. The system has only been in for 8 months and we have told them set relocation is not a preferred way to move stations, but they do not want to pay a tech to move stations.

Any suggestions on what might be causing this. We know it is not the phone as the phone has been replaced and it still "goes dead".

TIA
B

04-14-2005, 01:13 PM

That's just wierd. If you are moving one phone at a time, there is no problem moving phones with set relocation (except that it ruins any documentaion that you have relating to what port a particular extension is on).

Is there just one extension that is having this problem? If so, and the phone has been replaced (and its obviously been connected to other ports), it could be a corruption issue. Have you tried cycling the power on the system?

Norstars can do some strange things when they are not supplied with clean power. Consider a UPS with good line conditioning properties, if you don't have one.

bcousins · 04-14-2005, 03:17 PM

I agree it is weird. This has happened several times after moves at this location with different phones. At first we thought it was the phones, but that doesn't seem to be the problem. The only "fix" action we could come up with is disable reenable. The problem does not always occur immediately. The customer will be able to take several calls and then they go to answer a call and cannot be heard. This system has ISDN/PRI but it happens both on internal and external calls. Then it will start working again when it is reset. Also the system is on an UPS. This only happens after a move. Thought maybe we had corrupt software. Just don't know.
B.

gogoGophers · 04-14-2005, 05:14 PM

B.,

Just to pile on, If this is a consistent, repeatable, problem, (and if I understand you correctly, it is), I'm going with corruption........ It's done broke..... There is no fix that occurs to me, I have never seen this, and, even though I discourage set relocation with every fiber of my being, I have personally never seen negative effects from it (besides the aforementioned documentation ruination). Good luck with this one and let us know.

04-15-2005, 12:27 AM

I would certainly check to make sure you have the latest 6.1 release. The first couple of release had issues some dealing with PRI set-up and the other with frozen sets. This might not be your problem, however its worth looking in to.

~r

***Ramjet*** · 04-15-2005, 07:41 AM

I don't like set relo either. But, some customers insist on using it. That said, I have never had a problem with it except when a tech goes out and goes by the labeling on the frame and doesn't look up the port in programming. I'm going with the software trouble.

webjim · 04-15-2005, 07:45 AM

Let me start by saying that I know nothing about the system you are using, but the problem sounds like a bad jack or wiring to me. I think you have a bad connection somewhere in the line that is introducing corruption that over time gets bad enough to "confuse" the software/hardware. When you reset the phone it gets a fresh start and works until it gets corrupted again.

I have seen this problem on my 81 with 3900 phones. The connection was bad enough that I not only had to replace the jack but flash the phone firmware to clear the problem.

I would start by re-punching the cross connect and replacing the jack and base cord at the phone end and go from there. Let us know how it turns out.

Jim

HCJes · 04-16-2005, 12:44 PM

I have seen this happen once with the T series phone. Restarting the KSU did the trick for. I later found that multiple sets were move at the same time. User's stated on of the phone had the time/date, however kept flashin the arrows.

bcousins · 04-18-2005, 01:01 PM

Just a follow-up. Have had the "dead phone" scenario happen on 3 different systems. Don't know if nortel has a software problem with 6.1 MR and the 7316E or what. Most of the phones with the problem works for a while and when the user goes to make or answer a call they can't be heard by the person at the distant end. We have changed the phones out and this resolved the problem on a couple of them. I have also had phones that "go out" (same problem, can't be heard) after a couple of months. This particular instance, with the moves, I went to site on Friday, The phone was working again. Gremlins!!!!!!
Of course I can't explain it and customer wants an explanation.

04-18-2005, 04:44 PM

Please don't take offense to this (I have seen installers NOT do this).

Are you performing a STARTUP and clearing the memory in these systems before they are installed? If the memory is not cleared through the STARTUP procedure, there can be no guarantee that the software is not corrupt at the moment the system is installed.

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