Mitel Forums > Mitel MiVoice Business/MCD/3300

ACD Phones Timing out...

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swilson:
I work with jbeiting, we have been able to trace the occurrences back to following errors that always appear together.  We have our voice network on a separate vlan with QOS setup.  All calls come in on a DS3 that is routed trough an Adtran Atlas 890.  They then hit an auto attendant where callers can enter an extension or enter the day ACD queue.  Some of the symptoms of these problems are that they are unable to transfer or cancel a call that they are on.  Today someone wasn't able to logout of their phone.  It is basically locking up the phone and not allowing them to do anything.  Sometimes this corrects itself and other time the user reset their phone.  So far nothing that Mitel has recommended has worked and they are out of ideas so they recommended an upgrade from 7.1.4.9 to 8.  Our company doesn't want to pay for the upgrade unless they are sure it is going to work.

ACD ringing event reported twice - glare conditionTRACEBACK (see above for first level info):  bgrpmgr +2:$688E  bgrpmgr +2:$98EA  bgrpmgr +2:$A0C8  bgrpmgr +2:$D120

SWERR glare condition recovery,  OFFSET 2:$3E90,  PC: $25D908LOG_ID: bgrpmgr#24,  PROCEDURE: send_ring_warble,  SEVERITY: cp_majorPID: ($7, $56)OTHER_SWID: xnet_trunk 140PARTY: termFEATURE_ACTIVE:  21

Any advice would be great as this issue has been going on for a month now.

ralph:
I've seen this on TDM devices but never on IP sets.
On the TDM sets, what it boiled down to is there was simply too many messages going back and forth to the set.
The set would have a PKM fully populated with DSS buttons.  The system/phone has to send messages back and forth to the phone telling it to light a button, ring, de-light a button etc.   Cutting down on the ammount of active buttons usually helped.  Also we had to be sure there were never more that 8 display sets on a MC330 card when this starting happening.

But... with IP sets...hummmmm.   Try setting a small worktimer on the ACD COS.  About 2 to 5 seconds should be enough.  The "Glare" logs suggest to me that the phone is trying to do something the same time a new message is coming in. i.e. "send_ring_warble".   Slow that message down just long enough for the phone to catch up and you may have it fixed.

Ralph

Chakara:
  While I'm not happy with Mitel for implimenting the Software Assurance, as Mitel has done it, I wouldn't have a system out there without the Software Assurance.  At the very least - if you upgrade, then you can hold Mitel to the fire more in that they can't say you didn't do what they said.

  Good luck!

swilson:
Unfortunately we are still have issues after we adjusted the work timer to 2.  Although we did go a whole day without any reports.  Anyone have any other ideas?

ralph:
Is your PBX local to the phones or are the phones connected accross a WAN?
The next thing to take a look at is the network.   My guess would be that the phones are missing messaging IP packets.   In other words, the phone sends a message out to the 3300 and then is waiting for a response from the PBX.  If the packet is dropped or MAL-formed, I would think you could see similar issues.

Are users complaining of voice clipping at all?
Ralph

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