Busy signal on incoming lines can only be cleared by rebooting

[sgates]

We recently upgraded our phones at our one location to be a mix of digital and IP, but kept the existing controller (a 5000 HX I believe). The original vendor that installed the controller is not the one that upgraded the system. Since changes have been made in the controller, callers randomly receive a busy signal when calling the main number, but if we call on one of the other numbers in the phone hunt group we can get through. The phone company has checked the lines and says there are no issues with the line and we have added additional lines to the phone group. They did mention at one point that the lines are getting locked out. The only way we can resolve this issue is to reboot the controller, which leads me to believe that the problem is with the system, not the phone lines coming in as our vendor asserts. I took some screen shots the last time we had the issue, before rebooting the controller. Are there any suggestions on how to resolve this issue?

[pexecutone]

If all four lines are making or taking call, the fifth caller will hear a busy signal. Dial each trunk directly and make calls. If you can grab the trunk an complete  a call then grab trunk again, then the loop starts are working properly. Does your telecom provider have your phone numbers hunting? 

[sgates]

If all four lines are making or taking call, the fifth caller will hear a busy signal. Dial each trunk directly and make calls. If you can grab the trunk an complete  a call then grab trunk again, then the loop starts are working properly. Does your telecom provider have your phone numbers hunting? 

We have 12 lines coming into the building - they are all in a circular hunt group. Our phone provider, Verizon, has been out and tested the lines - they clear the lock and the system sometimes works. The only solution that has consistently worked is rebooting the controller. The screen shot was taken while I was getting a busy signal on the line, and it will say ringing for many minutes. Our internal phone person has indicated that they have never had an issue with receiving a busy signal at this location in the 22+ years she has handled it, and it is only with the upgrading of the system that it has occurred. Rebooting the system clears up the issue for 5-6 days approximately.

[ralph]

Rather than rebooting, what happens if you pull the jumpers or disconnect the lines at he Co Interface?
Can you put a butt set on the line to see if you hear anything?
I used to see this a lot on the 3300.  It was usually two trunks getting connected together.


Ralph

[Tech Electronics]

sgates,

Have you verified that you are getting a positive disconnect from the POTS lines? If not then what happens is that the Loop Start Trunk port of the system will stay off-hook which will eventually cause the POTS lines to become "locked up".

You can get a positive disconnect device if Verizon is not or won't send one. Go to www.sandman.com or www.vikingelectronics.com and look for a CPC disconnect device.

Thanks,

TE

[sgates]

sgates,

Have you verified that you are getting a positive disconnect from the POTS lines? If not then what happens is that the Loop Start Trunk port of the system will stay off-hook which will eventually cause the POTS lines to become "locked up".

You can get a positive disconnect device if Verizon is not or won't send one. Go to www.sandman.com or www.vikingelectronics.com and look for a CPC disconnect device.

Thanks,

TE

We are thinking that we had a hunt group left in the system from when the vendor upgraded it that was causing the issues. Every time we got the busy signal, the same hunt group was involved. We have removed the hunt group to see if that was the cause. If not, we will definitely try this suggestion.

Thanks!