I have an issue with my phone service that is perplexing and results in four support organizations pointing the finger at each other.

I have an Avaya system with a five line hunt group coming in to the system and six telephones. Initially this system would drop calls. The system was replaced and the dropped calls have subsided. Now, I sometimes get a single ring and a flash on one of the lines, then there's no further indication that a caller is there. If I pick up the line below the in-use line, the caller is sometimes there. This happens to about 1 out of 20 calls. I've eliminated anything internal (I think). We suspected it may be low ringing voltage, but Sprint indicated that was good. It was suggested (though not proved) that all the affected calls may be coming in on the 800 number. This put the ball in AT&Ts court, though they indicated there was nothing that they had that could cause those symptoms.

Any suggestions as to what could cause this behavior?

Thanks

Doesn't sound like ringing voltage problem. Maybe ring tripping to ground? I would assume all line test have been done by the LEC, so check the incoming voltage, swap bad line with another see if the trouble stays on the same line button or moves to new location. If it moves, it's a LEC problem, if not system problem. I agree on the 800's, nothing there to cause it the 800 just points to a POTS

I assume you have an Avaya Partner, should be real easy to move the "bad" line to another port and see if it follows. Also is the line going through any CO protection surge, protection etc.? I have had issues there before as well.

I had a similar problem recently. Customer switched from Bell to a CLEC. The lines were on a channel bank. Channel bank ringing voltag was very low. Put a Bell line back on the CO port and problem went away.

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99.9% of the time problems like this are due to the service provider.

If I pick up the line below the in-use line, the caller is sometimes there. This happens to about 1 out of 20 calls.

This should clinch it for you, no way that this can happen except in the CO.

If you are using a CLEC switch back to the LEC, you get what you pay for.

-Hal

Seems to always be the lines. The LEC tests for dialtone no matter what they tell you. How is the overall volume? Low loop current under 23ma causes ghost rings, wrong numbers and other strange symptons. A volt/OHM meter can measure that for you. Also ring bleed-over on bad copper pairs can wreck havoc.If the lines have 3rd party surge protectors, not the LECs for building entry, remove them.

Track the problem, to see if it is happening on ALL lines, or just one or two. If it is isolated to a particular line, swap it with another one at the control unit, to see if the problem moves with the line. (It probably will). I would guess you have a high resistance short to ground, causing the ring to trip before you can answer.

I'm hoping that if it is a Partner that the installer connected the CO's up using proper cords. How many times have we seen poorly made cords from a frame to the module? Sounds like a possible carbon protector problem also. Just throwing out some options.

First of all you need find where the problem is: CO, Internal wiring or PBX. Test CO first, disconnect this pair from any internal wiring and protector if you can. Connect your set strait to the pair from CO and call (from cell phone) this TN as many times as needed to make it trip. If one of your calls trips – you have CO problem, call them and explain the problem. If no trips after 30 or 50 calls start testing internal wiring. Disconnect this TN form PBX, connect your set to it and make 50 calls- if one of them trips you found problem, if not - check your PBX.

Had the same problem service provider using slick one 4 line card bad. Took a lot of visit but finally got a tech from Verizon that knew what he was doing, (few and far between) Trouble gone.

typically our job is to prove to the telco that they have a problem, however many trips it takes. They will never believe the customer.

Yup. Don't you just love it when it's time and material?

-Hal