sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Inter-Tel IP Phones

We have been having some issues with our Inter-Tel IP phone. We are using models 8620 and 8622. For most users, the phones work fine from their high speed internet connection at home (cable & DSL). Also, inside our building, they work flawlessly. We recently sent a phone to a user in TN (we are located in MD). She complained about a terrible echo on her end of the phone. She was the only person able to hear it, the other person on the call did not hear anything. We also had another user who had the issue of the 8620 Rebooting over and over again while he was on a call. So now the question.... Are these issues specific to the connections off site, or could this be a problem with our central phone system? We have a full T1 coming into our building, so I don;t think it is a bandwith issue on our end. Is there anything I can do to troubleshoot these issues internally?

Thanks

If you are only having trouble with a couple offsite phones, I would think it's more likely on their end. The only way to be sure is if you bring them onsite with the phone system to test (make sure you test thier power brick as well.)
The first thing I would try is setting the IP phone up directly connected to their cable/DSL modem with no router or other devices just to rule out thier network.

We have tried that. It works offsite for most, but for some it does not. My first guess was the connection on their end. The thing we find strange is, for one user, the phone will reboot itself constantly and flash a message "15 second timeout". My assumption is that his connection is timing out....

15 second time out is a loss of call control for 15 seconds. His connection to the IPRC is dropping. I would believe it is on his end if the rest of the phones on that card are ok.

Do you manage thier gateway devices?

If you mean the gateway devices on their end, no because they are working from home.

Sounds like you tried bypassing thier gateway/router and they still have the problem, is that correct?

If so, that leaves the phone or the connection.
If you have a working spare that you know works well, you could try swapping it with their suspect phone and ship it to them to test.

Which phone system and version are you using?

We are using Axxess version 8.2. We did bypass their gateway with no luck.

One thing you could check - look under the different network groups and see which codec their phone is set to use.
G729 is reccomended for offsite users.

Other than that, it sounds like an isp issue at their end. I would still try the phone onsite to verify it works ok.

I don't see anything under the properties for Codecs. Can you tell me exactly how to get to it?

Try a 8660 Ip Endpoint.