atcomsystems.ca/forum Forums TDM Business Telephone Systems Mitel Telephones & Systems Phantom incoming calls on ICP/MX

I'm running out of ideas for this one...

Hotel with all incoming calls answered by the internal AA/VM. Press 2 for reservations - call goes to a virtual extension (multiple buttons on 2 front desk sub-consoles) - usualy no problem.

A few months ago they reported that sometimes they got several call alerts. One will be the real call, the others are phantoms. They know it is the same call because of the caller ID info. The real call is not always the first one. Sometimes one phantom call, sometimes two.

I have never been able to reproduce the problem, but have seen it happen several times today. Worse, it is happening more and more often.

No reports of problems from the other auto attendant options/destinations.

Any suggestions?

Have you tried a reboot of the system?

Look in programming for 1 or more trunks aimed at extensions in the AA group, rather than at the group itself.

Also, if these are analog POTS, check the MPOE for two or more POTS shorted or corroded together (crosstalk).

Otherwise, try to busy-out some of the lines to isolate the offending trunk.

In the VM CoS, put "Multiline Set On-Hook Dialing" to off. Seen the same problem before

Thanks for the suggestions. I'm hoping to get to the site tomorrow. I'll report back what I find.

Sorry to delay the response. I wanted to be sure we had a solution before I reported back.

We checked all of the suggestions.
Ultimately, telephoneguy's comment about the analog trunks wasn't the issue, but checking the trunks led us towards the problem.

When we turned off the auto attendant and did live answer we still had occasional phantom calls... that elimnated the VM and transferring functions from the problem. But it still appeard random and was not reproducable.

The trunks are delivered as a T1 with a Cisco box to convert to analog handoff.

The carrier suspcted a codec issue and updated the firmware in the Cisco box. They said that if the caller's service provider used a 'cetain codec' it would cause a problem.

They had seen a few of these in recent months and suspect that a change by Verizon created an incompatibility with the local equipment.

I can't comment intelligently on who did what to whom to create the problem, but with the update we seem to have solved it.

Thanks for coming back with the results. This info will come in handy for someone else in the future, I'm sure!

Channel banks often have oddball problems, in my experience.

Sounds like a sip issue, I haven't seen that many tdm issues with channel banks. Of course Cisco wouldn't be my first choice in that arena.