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Author Topic: Ascom wireless nurse communications system issue  (Read 288 times)

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Online EV607797

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Ascom wireless nurse communications system issue
« on: November 03, 2020, 12:00:39 AM »
Our existing customer (a hospital) recently purchased an Ascom wireless nurse communications system for about 50 users. The sales/installers requested that we provide a tie line between our system (Vodavi XTS-IP600) via an ISDN/PRI circuit. We set this up with no issues, pointed a block of four-digit extension numbers to their system, including 50 matching DID numbers. As for tie lines via PRI, we really weren't offered many choices, so we tried all four (Tie, tie/ANI, tie/DNIS and proprietary PPNI2). PPNI2 is a proprietary protocol used for tying to another XTS system. Calls between the systems include not only the calling party number (internal or external), but some header information to identify the type of call, etc. That protocol was the only one that the Ascom installer liked. He was able to make their equipment work with it by stripping off most of the leading digit information in their translations. Well, we thought it was working.

The customer has now determined that in the sales process, they didn't purchase enough transmitter units to provide full coverage for the hospital. This is causing all kinds of erratic call issues. Still, they claim they're having issues with handsets that are well-within a coverage zone. I say that we deliver raw call data and that's all we can do. They are asking us to work with them to overcome the issues they are having.

Is anyone here familiar with Ascom? I know nothing about it other than to provide what they asked us for. They have sent me some call trace logs, but they make no sense to me. I'm seeking two more cents' worth of knowledge that I can throw back at them. Any help would be greatly appreciated.
Ed Vaughn

(540) 623-7100 (V)  (910) 835-3600 (F)
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Online hbiss

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Re: Ascom wireless nurse communications system issue
« Reply #1 on: November 03, 2020, 11:25:19 AM »
They didn't buy it from you, you didn't install it and you know nothing about it. Why are they bothering you? Tell them to call the company they bought it from.

-Hal
I gotta get out of this business...

COMSYSTEC- Phone Systems | paging systems | background music systems | foreground music systems | retail music | restaurant music

Online EV607797

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Re: Ascom wireless nurse communications system issue
« Reply #2 on: November 03, 2020, 11:08:00 PM »
Hal, they say that there are issues with call processing based upon the data that our system is sending them over the PRI.  I've tried saying that there's nothing we can do to alter this information, as in all or nothing.  They agreed to strip any leading information prior to call processing, but apparently that's not good enough.
Ed Vaughn

(540) 623-7100 (V)  (910) 835-3600 (F)
EMVaughn3@Outlook.com

Online hbiss

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Re: Ascom wireless nurse communications system issue
« Reply #3 on: November 04, 2020, 12:04:21 PM »
Set up a meeting with you, them and the company that they bought the system from. Let them know again just what you are capable of providing then let the vendor handle it from there. It's the vendors problem, not yours.

-Hal
I gotta get out of this business...

COMSYSTEC- Phone Systems | paging systems | background music systems | foreground music systems | retail music | restaurant music

Online MacGyver

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Re: Ascom wireless nurse communications system issue
« Reply #4 on: November 04, 2020, 09:15:54 PM »
What a mess, Ed.  I'm with Hal on this one.  If you're throwing the right 0s and 1s down the pipe, you're doing all you can do.  Tech has gotten so exasperating. 
-I'm only here because my flux capacitor is broken.

Online Keighlar

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Re: Ascom wireless nurse communications system issue
« Reply #5 on: November 05, 2020, 07:17:50 AM »
I remember just in the last couple of years switching from one PRI provider to another.  They were both NI2 coding sent to a PRI card in an Iwatsu.  Plugged the original PRI in and everything worked.  Plugged the new one in and it didn't.  They STILL insisted it was our equipment and we needed to fix it.   :022:

They lost that contract and did NOT get any cancellation fees.
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Online CMDL_GUY

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Re: Ascom wireless nurse communications system issue
« Reply #6 on: November 05, 2020, 09:11:59 AM »
If I understand this correctly their equipment is directly interfaced to your Vodavi PRI, is this the case? 
"Government is not reason; it is not eloquent; it is force. Like fire, it is a dangerous servant and a fearful master." - George Washington

“Remember democracy never lasts long. It soon wastes, exhausts, and murders itself. There never was a democracy yet, that did not commit suicide.”   -John Adams

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Online CMDL_GUY

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Re: Ascom wireless nurse communications system issue
« Reply #7 on: November 06, 2020, 02:15:20 PM »
I spoke with Ed this AM VIA phone call.  It appears to be caller ID related.

This happens when companies refuse to provide cut sheets with all the necessary requirements listed.  Years ago I started my own policy;  "If you will not provide a cutsheet with all questions answered, go get someone else to get involved" 

I had one provider tell me is was my problem because I was sending him error messages!   :007:

The error message was due to unrecognizable digits he was sending!  :035:
"Government is not reason; it is not eloquent; it is force. Like fire, it is a dangerous servant and a fearful master." - George Washington

“Remember democracy never lasts long. It soon wastes, exhausts, and murders itself. There never was a democracy yet, that did not commit suicide.”   -John Adams

K4LRM

www.lscg.net

Faster horses, younger women, older whiskey, more money.