Strange issue...when making call.

[evan631]

I have a strange issue here...Not sure where to start here because my user cannot give me good details.  

We are using 3300, 5330 IP phones, no headset.  

This is whats happening....

The person calls an external number...they get dead air, but sometimes they hear people in the background (far away she says).  Sometimes her own voice echoes back, and the call does not connect.

This particular branch dial 5 to get an external line.  This is where the issue could be coming from...we have 5xxx extensions internally.  

So if she is dialing a 541 area code...it is 5154xxxxxxxx.  

Is the system trying to figure out what to do with the call...send it internal or external?  Keep in mind we do not have any 51xx extensions...only 52xx extensions.
I thought once you press 5...the system knows its an external line.

Is there something else going on here?  

In the mean time we are swapping out her set to see if that is an issue.

What's your thoughts?

Thanks for the help!

-Evan

[Mattmayn]

Is this only on one set?

What type of trunks do you have?

Are the trunks local or does the call go across IP trunks before hitting the PSTN?

[evan631]

We just submitted a ticket with Mitel support.

Apparently it is happening to more that one set as we have just found out.

The trunks are local...the calls do not go across IP trunks...those are just for internal. 

I'm now wondering if we are over utilizing the trunks?  Is there a command that can show me a snapshot of utilization over a period of time?

[Mattmayn]

I think that the Traffic Reporting form will show this info. I haven't used it myself but I am almost postive that Ralph put something up a little while back on how to do it.

[ralph]

Well I don't think the traffic files will give much of a clue as to why you're getting dead air.

First question I'd ask is off often it happens.  1 in 5 calls?  1 in 100?

If you can duplicate it while you're on site or have access to the system remotely, do a resource on the exten when it's actually happening.   Don't let the user hang up, log into the system and go to Maintenance Commands and enter Stat Ext <ext>.   One of the things it will show you is the phone's PLID.  Next do this command  "reso <plid of phone>.   It will show you what the phone is actually connected to.  Of course the user may already see that on the display but this will get you there for sure.

See if you can trace it to a trunk.

Next question I'd ask:  Is the system clustered?   It may be you're dialing a cluster element ID + another phone and getting auto answered.   Again the reso command my enlighten you to this.

Ralph