Alright guys I'm stuck on this problem. The customer has a 7400 OfficeServ system. We recently moved them off of DCS 24 button phones over to SMT-i6011 phones. They about 40 of them in use. Some of them are part of a "call center" that take calls all day. It isn't actually set up as a UCD group, just a DID rings a group that they answer from. They are reporting since the move to the new phones they experience "disappearing" calls 1/5 calls. They say if they look at the display on the phone it looks as if the call is still there, the timer is still running, but they can no longer here the caller. The caller, when they call back, say they could no longer here the customer anymore, and not only that, but they could now hear another conversation. So it seems as if calls are being swapped around or something. Do I need to adjust some timer somewhere or something to keep these calls in the right place? Idk what else to try here.

System is on 4.92
All phones are on 1.40

They are all on one dedicated network, not shared with the computers.

What am I missing!?

Thanks

Any advice is much appreciated. I'm on site now, so it'd be great to make some changes while I'm here.


Thanks

I would set up SMDR then try to duplicate the trouble calling in from a cell phone and seeing what SMDR records for the call.

What version are the OAS/MGI cards? Should be 2.05/1.30
What version are the LP40 card(s)? Should be 2.04
What version is the TEPRIa/TEPRI2 card? Should be 4.28
What codec are the handsets configured to use? I'd use G.711

There are syslog traces you can get from SMT-i60xx handsets these might help

4.92 was the first release to support the SMTi-60xx handsets, might pay to upgrade to 4.98

I upgraded the software of the phone system to 5.01, and the problem seems to have stopped. I was thinking I may have to update the cards, though, and probably will if the problem persists.

"I would set up SMDR then try to duplicate the trouble calling in from a cell phone and seeing what SMDR records for the call." I'm not sure how I'd go about this!

This was a known issue on SMT sets on V4.92 on the MP20 and MP40; V4.91 on MP10A. I had it occur at a couple sites and had to downgrade them after. It was fixed with the next software release. I think I also had to upgrade the OAS cards to V2.10.

Turn on SMDR options
Turn on SMDR lan printing (this enables the SMDR output on the lan interface, it's a legacy from the iDCS100 when you still has SIO ports you could use for SMDR)

Add your ip address to the management ip whitelist

Telnet to the IP of the MP40 on port 5100

I still haven't checked this. Will probably look into doing it today.

Upgrade your oas card, though i doubt that's the issue.
I haven't heard good things about 5.01 sw.
Maybe downgrade to v4.98

Yesterday I went out and replaced 5 phones (the ones that get the most use) to 5210's to see if it is an issue with the 6000 series phones. If nothing comes of that, I will do exactly what you recommended!