Everyone,
Well, I finally hit a wall that I can’t see a way over.
We have a customer with a virtual MCD and a physical MCD MXe-III both at 9.4.9 currently and they are using 53xx series phones.
Supposedly over the summer they started having issues with intermittent one-way audio.
The customer checked the phone of the user that was complaining about the issue and swapped it out, no change.
Our service tech checked the PRI on the MXe-III and had no errors.
They had the network vendor check the network and they have no issues either.
The service tech changed the phones primary server to the physical MXe-III and left it there, no change.
Keep in mind this is during the summer and very little traffic so it didn’t happen every day so it was taking time to find anything.
The service tech pushed multiple calls throughout the day to try and get it to happen but was unable to recreate it.
The service tech saw that they were losing connection to the physical controller and started a long-term ping.
The service tech noticed some issues in the maintenance logs and put in a ticket with Mitel, but it was for phones that were failing over.
The service tech sent a copy of the SOS logs from both controllers to Mitel and they can’t find a problem that would cause one-way audio.
Operations swapped out the entire MXe-III controller and restored the database.
The network vendor swapped out the core switches.
We didn’t hear back from them for a month or two.
Their IT guy quit which is why we didn’t hear back, and they continued to have the problem and last week they tried to call 911 and it failed with one-way audio.
As you can imagine the customer is upset at this point, but we can’t think of anything else we can do.
Operations spun up a new virtual controller, but I didn’t have any hope for that as the audio shouldn’t be anchored through it.
I had been brought into a vendor meet yesterday and I am going to take out four PCs, one for each building, and install them to track the network since they have four different vlans.
The network vendor is stating it isn’t their network as they have no issues with internal calls, and they haven’t had any issues with loss of connection since they swapped out the core switches.
Obviously, there is an issue but neither of us can find any fault with our equipment at this point.
Hopefully someone has a good idea of what we can look at or try in order to determine what could be causing this.
Thanks,
TE
