sundance-communications.com/forum Forums TDM Business Telephone Systems Vodavi Telephones & Systems Vodavi starplus/triad Call routing failure

One of our Clients has a Vodavi Starplus Phone system.

The Problem we are having started today, mid morning, incoming calls to the main numbers stopped routing properly, most of the time they just ring until the caller hangs up, although sometimes they ring to the proper ring group, and sometimes they end up routing to the voice messaging system. I tried some of their other DIDs which all route strait to extensions, and they worked correctly, I also tried calling the ring groups from inside the building and the ring group appears to be working fine.

Have you seen anything similar, or do you have any idea what we need to replace or further troubleshooting steps?

Thanks

Jordan
Eberly Systems

Did the ring mode get changed? Day, night, special? That is the first thing I would suspect. I don't suspect a part failure.

The ring mode has stayed correct.

What makes me wonder about part failure was that the call routing was failing so sporadically. On the main route I would say that >90% of the time calls were not completing through routing. To the caller it just rang, but the call never connected to the extensions that should have been ringing.

I set up a new route number to go to the same ring groups and moved one of their main business numbers to point to that route instead. After making that change to the routing, calls even to the other numbers appear to be routing correctly and ringing through 99% of the time. As best I can tell this change I made, shouldn't have made a difference, but it seems as though it did.

any other ideas? things I should have checked?

Were routes 000 or 001 originally being used? Those are technically the intercept routes for busy and no/answer calls. I never use them for anything because all kinds of strange things happen when I do.

You say some calls get thru some just ring...is this with the same DID number or different numbers?

I still don't suspect a card failure due to the nature of a PRI card. When it has erros, busy signals, and dropped calls are the usual symptoms not ring no answer.

If your memory support battery is old, there could be data corruption. Has the KSU experienced a brief power interruption?

From the Docs I read, I thought route 000 was supposed to be the default catch all route for any DID. the system was using 100 for the primary route and had 000 set to exactly the same.

Derick,

This is with the exact same number. Off the top of my head I don't know how many numbers they have set to go to follow route 100 (their primary route)but I was only testing on one number.

Thanks for the detail of what symptoms of a card failure normally looks like that's good to know.

Dave S,
That's an interesting idea, I'm sure the battery is old, this system hasn't been touched besides break fix kinda stuff in who knows how long. I guess I could try replacing it just as a maintenance thing

Well we are now 2 days out from when I looked at the system and it appears to be working fine still. So Now trying to figure out why what I did helped and what to do to prevent this from happening again.

The last thing I did before the system started working again was to edit route 100 (which is what they are using for their primary Numbers)to route to a station during the day, and then changed it back to routing to the original hunt-group during the day. which since I re-saved it would have refreshed this portion of memory. I'm not really sure if these cards are using flash or what for memory though I do know Flash memory can wear over time and if stuff isn't re written every so often can end up losing data, also as Dave S mentioned if the battery is old and there was a power interruption that could have caused memory corruption.

Does this prognosis sound right to you guys anything I'm missing or am I looking in the wrong direction entirely?

The phone system should be on a battery backup (though I didn't install the system and can't remember for sure where they have the power-supply plugged in). So my recommendations for the customer will be to verify that it is running off the battery backup, verify that the batteries in the UPS are still good, and to replace the memory support battery to make sure they don't have memory corruption if the phone system does lose power.

If you have any other thoughts on ways to prevent this problem in the future any thoughts would be much appreciated.