sundance-communications.com/forum Forums TDM Business Telephone Systems Mitel Telephones & Systems Static on lines?

We've been having complaints that customers call in and they hear static/scratchy sound. But we don't hear it at the console. Only the other person does)

I've called Att and they tested the lines and said it's an internal issue.
Our communication company, was just here for a couple of hours and couldn't narrow it down.
Told us next time we hear the complaint, we need to look at the console and write the trunk number down. That will point us in the right direction.

So nothing fixed yet and couldn't reproduce the error.

Is there something that we can do to force certain trunk numbers?

Our phone system is a Mitel SX 200 digital with analog cards. (was told it was a hybrid unit?)

Yes you can, if you know the individual trunk access code. It blank by default but is programable

I'm going from memory here:

At the console, FUNCTION, ATT FUNCTION, TRUNKS

When it asks, "ENTER TRUNK NUMBER:" you type "01" ENTER, then select ATT ACCESS.

You should hear dialtone on the handset. Call someone and talk, check for static. If no static, repeat for trunk 02. Continue through all trunks programmed in form 14 (because you might have more than one with static).

Call your local dealer to repair the affected trunks. Your local phone contractor/dealer will be able to tell you if the affected trunks are bad on the Telco side, on the System port, or somewhere between. That part of the troubleshooting, and the subsequent repairs, are beyond what an amateur will be able to do -- you'll need a professional from there.

Actually, calling your vendor from the get-go is not a bad idea. It'll take you longer, and you'll be able to have more confidence in the Professional's results.

Intermittent troubles are ALWAYS the most frustrating. Many times we've had to leave it to the customer to write down the detailed info, while the trouble is occuring. The more evidence/symptons you can provide, the easier it will be for the techs to diagnose/fix the problem.

First, your dial tone provider will always tell you there's nothing wrong with your lines. Even assuming AT&T provides your dial tone, they won't do much to resolve problems like this until you can prove the problem is on their side of the Demarcation Point, which is where their responsibility ends unless you have some sort of premise wiring contract. Second, what your communication company (your Mitel vendor?) told you is basically what you'll hear from the guys on the board.

You have to be able to find the problem in order to troubleshoot it, so the burden really is on the people who hear the complaints to carefully and fully document things. Unfortunately, it can be difficult to get staff to be consistent or thorough in tracking the problem. If you really want to get proactive, a couple of things you mentioned may help you narrow down the situation and provide your vendor with information that they can use to help you.

"We've been having complaints that customers call in and they hear static/scratchy sound. But we don't hear it at the console."
Apparently the problem is only reported with inbound calls while talking to the receptionist on the console so you need to focus on trunks carrying inbound calls and rule out any intermittent problem coming from the console.

Pick a time when there is little or no call traffic on the trunks and have some co-workers standing by to help. Start by calling the main number from your cell phone to identify and test that trunk. Be sure the receptionist answers at the console in exactly the usual way (i.e., with handset cradled on the shoulder, with headset attached, with handset cord stretched or twisted up, etc.), identifies the trunk number, talks with you for a while and then places you on hold.

Have your co-workers make additional calls from their cell phones, one at a time while you each remain on hold, with the the receptionist repeating the process with each of you and thereby forcing the calls deeper into the inbound hunt group. Have all the test callers listen carefully for noise, both while talking to the receptionist and while on hold.

If any particular trunk(s) is(are) noisy, have the receptionist call back to you on your cell using the procedure outlined by telephoneguy to select individual trunks. Note the calling number(s) displayed on your cell phone and check the line quality for outbound calls. Now make multiple inbound test calls to the number(s) you identified by Caller ID to see if the problem is intermittent or consistent.

Finally, make some additional inbound test calls to the noisy number(s) and have the calls answered elsewhere by Night Answer or the TAFAS (Trunk Answer From Any Station) code. If the problem disappears, have your vendor troubleshoot the console. If the problem persists, have your vendor troubleshoot the trunk card(s) and connections. When your vendor has this kind of information in hand, he can then determine if the fault is in your equipment and, if not, he can document the issue and pursue it aggressively with your dial tone provider.

Now for the kicker: If this whole tedious process reveals no noisy lines, consider that lots of people are calling you on all kinds of telephones with all kinds of connections to the public telephone network. It's been my experience over the years that a problem that occurs from a single common source or a few people using similar devices could be... their problem. Unfortunately, receptionists are sensitized to complaints from callers and it becomes hard for them to maintain perspective. Isolated, temporary glitches sometimes morph into overall and urgent problems. Of course, you can't assume this is the case every time and just ignore the complaints and that's why it's so important to get good info or do rigorous testing so you have a good idea where the problem actually lies and how serious it actually may be.

Good luck,

Good points. I didn't think about the possibility of trunk groups set up for "inbound" or "outbound." As described, the problem is likely to be on an inbound, as TecHarry said.

And also, bad cell phone connections, long distance calls, calls from poor quality VOIP providers .. any of these can cause this sort of static issue, without anything being wrong with your trunks.