Topic: No Dialtone on Axxess

[HyperAustin89]

Hi everyone.

Everyone in our office has shy'd away from this one because no one can figure it out. They gave it to the "girl" so she can be the one who can't fix it. 

The customer has an Intertel Axxess system, and sometimeswhen you go off hook there is no dialtone. Instead you just hear open air as if someone just called but you answered before the phone rang. If you hang up and hit the line key again there will be dialtone. I can't figure out what happens to cause it to only happen sometimes. One of the guys that tried to work on it said he pulled the bridge clips and using a test set went off hook on each of the lines several times over a 3 day weekend and it never happened which of course has the phone company saying it is on our side.

Karen from Source One said to post over here.

[MacGyver]

...which of course has the phone company saying it is on our side.

We refer to this as MBSWWYPBX.   

Hi Austin, and welcome to the board.

I see you're out of Ft. Worth.  I haven't thought of Source One in a while, but I think Ken (here on the board) did a lot of business with them.

Several things come to mind, but if you work on Inter-Tel you're probably familiar with several of these things.

First off, the Axxess does not like low voltage or a bad ground.  Check your UPS units if using one, and make sure the cabinet is grounded properly.

Next are some basic troubleshooting questions. 

Does it happen from more than one extension? 
Does the office have enough extenstions that you're using more than one station card? 
If so does it happen from the extensions on more than one station card? 
What about line cards? 
The same questions apply. 
Have you reset the cabinet?
Also have you checked line voltage?

We'll start with this, but may need to move this thread if we get too deep.  It looks like I'll be at the computer most of the evening and I'll get Ken to chime in with his 2 cents as well.

[Ken The Phoneman]

Did this just start all of a sudden?

Trace you remember Karen. Addison location.

[HyperAustin89]

"Trace you remember Karen. Addison location."

Trace! I KNEW that was you in your picture! You came out to a customer's site near the Stockyards about 2 years ago and found a bug on the phone line when every one else kept telling them it was clean. That's why Karen said you could help.

I'm getting answers to all your questions and will post back in a few.

Ken the customer just moved to a new office but we moved the whole backboard in tact. Literally no programming changed.

Thank you both.

[HyperAustin89]

It happens from multiple extensions and yes at least two of them are on different station cards. There is only one line card but the last tech we had out there tried changing the card. We did reset the cabinet, I just checked the line voltage and it is about 122 volts. There isn't a ground wire on the system, but the outlet is grounded.

[Ken The Phoneman]

Austin this isn't what you want to hear, but have you changed out the CPU card?

[HyperAustin89]

We did swap the cards from two different offices and the problem stayed at this office. 

NOTHING makes sense!!!

I tried to set up a picture on my profile but it wont' let me. Is there a size limit?

[MacGyver]

The fact that it happened after a backboard move doesn't preclude that something happened to to the cabinet, but it does make me lean toward the outside of the demarc.  It does sound like you have done a pretty good job of ruling out the cabinet, but you said you only had one line card.  Did you frog that card to a different slot to rule out a back plane issue?  Next, and you're really not going to like this, but you said you moved CPU cards from two different offices.  I'm assuming that means you restored a back up of the programming.  To rule out a glitch in the file, you may have to initialize the cabinet and program it up from scratch, at least for a few stations so you can rule that out.  I just don't feel that's where we are though.

Austin we're getting into tech only support subjects, so why don't you PM me your company's info.  Then I can give you Tech access if we need to move this to a private area. 

Your avatar issue is probably related to your post count.  I'll bump it up and that should fix your problem.

[HyperAustin89]

I sent you the PM.

Should I check anything else before leaving here tonight?

[MacGyver]

Sorry for the delay Austin.  I was replying to an email.

Yes, if you're still there I'd like to know what's different about the phone service at this location as opposed to where they were prior to moving.  Are you using the same CLEC, same ILEC?  Are these Loop Start or Ground Start?   Did that change?  You said no programming changes so I'll assume no that didn't change.  You said someone checked voltage on the lines.  Do you know what the readings were? 

Did you swap out the cabinet as part of the troubleshooting?

[HyperAustin89]

I suggested trying the cabinet, but the idea came from "the girl" so that didn't happen.  

The cards are LSC.  The lines are sort of POTS?  I mean it's a T-1, but it doesn't come into a T-1 card, they break out into data and voice trunks.  

You mentioned the phone company earlier.  What is MBSWWYPBX?

[MacGyver]

I suggested trying the cabinet, but the idea came from "the girl" so that didn't happen.  

Don't let them get you down Austin.  Two of the most respected members on this board, and one of the best telcom techs I know are girls.

The cards are LSC.  The lines are sort of POTS?  I mean it's a T-1, but it doesn't come into a T-1 card, they break out into data and voice trunks.  

So you're using an IAD?  Do you know who the carrier is?  What kind of equipment (modem, router, whatever you refer to it as) is between the demac and the smart jack?  

You mentioned the phone company earlier.  What is MBSWWYPBX?

Sorry.  Inside joke around here.  That's when no matter how much the problem is on the outside of the demarc, the phone company insists, "Must be something wrong with your PBX."

[HyperAustin89]

Don't let them get you down Austin.  Two of the most respected members on this board, and one of the best telcom techs I know are girls.

Would you mind calling my office and telling them that? I'd really love to be the one to solve this since everyone else has failed to figure it out, including the phone company.

So you're using an IAD?  Do you know who the carrier is?  What kind of equipment (modem, router, whatever you refer to it as) is between the demac and the smart jack?  

I had to go back and look but its an Adtran 608 and that was upgraded by the telco during the move.  I think its Cbeyond, and the carrier was the same at both locations.

Sorry.  Inside joke around here.  That's when no matter how much the problem is on the outside of the demarc, the phone company insists, "Must be something wrong with your PBX."

  Yep. That was definitely you that found the bug at the customer site.  

[MacGyver]

Further discussion and solutions to this issue are beyond what is supported in the open form and has been posted in the private Tech Forum here:

http://www.myphonetechs.com/index.php?topic=6284.0