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Author Topic: Dropped Calls "plug out" message. Multiple users on OfficeServ 7400  (Read 242 times)

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Online KDLange

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We have been getting reports from multiple users (between 10-20) about dropped calls, both incoming and outgoing on our OfficeServ 7400.  This started recently - within the last week.  I recently restarted the OfficeServ to re-establish connection with the Installation Tool, which did work. Then the dropped calls started - coincidence? We have about 70 phones - all ITP-5121D models.  I am located in mid-Missouri and will be happy to pay for consulting services to help identify and fix this problem. This system was installed in 2009. I have been assured by our ISP that they do not indicate any issues with the lines coming into our building. Thanks in advance - you are my last hope.  Where is Obi-Wan Kenobe when you need him?

Online CMDL_GUY

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Re: Dropped Calls "plug out" message. Multiple users on OfficeServ 7400
« Reply #1 on: November 07, 2021, 03:38:06 PM »
"Plug-Out" is what you get when trying to reach a station which is part of the system but the hardware is not seen.  You have too many variables to try to determine this here. The Samsung tech would need to know the entire configuration of the OS7400 as well as the network switches you are using and if you are using POE or wall warts for the IP phones.
"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 KDLange

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Re: Dropped Calls "plug out" message. Multiple users on OfficeServ 7400
« Reply #2 on: November 30, 2021, 04:42:25 PM »
Thanks for the reply. Now we are seeing "no channels available" when trying to make outgoing calls - not all the time, just some of the time.  Our ISP is monitoring the PRI line incoming and have fixed a couple of different issues they saw with their lines.  I don't have a Samsung Tech in my network of resources at the moment and I realize I am beyond my abilities to troubleshoot this problem. If you know of anyone who is a Samsung Tech and would be willing to consult on this case, please let me know.  Otherwise I will continue with my plan to replace this current system with one that is easier to support. Thanks again.   

Online hitechcomm

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Re: Dropped Calls "plug out" message. Multiple users on OfficeServ 7400
« Reply #3 on: November 30, 2021, 07:53:25 PM »
2 things

1. Is it a true PRI or SIP with Pri handoff

2. We can help you moving forward with a replacement system.

Online CMDL_GUY

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Now we are seeing "no channels available" when trying to make outgoing calls - not all the time, just some of the time.

Kirk, this intermittent problem is most likely NOT a Samsung issue.  I can understand the reluctance to replace such a large system but you really need to be considering just that!  Samsung has been out of the key system business for 3 years now, which makes dealers harder to find. History shows the systems with the larges amount of phones usually experiences premature power supply failures leaving you with a completely failed system. If you can't get someone on site now, think of what that may be like! I know you are a CPA and most likely have this investment spread out for tax purposes.  You should (in my opinion) talk with Ken (hitechcomm)   about what he can do for you.

I don't have a Samsung Tech in my network of resources at the moment and I realize I am beyond my abilities to troubleshoot this problem. If you know of anyone who is a Samsung Tech and would be willing to consult on this case, please let me know.

If you let me know which of your locations is having the issue, I may be able to get you on site help
"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

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

Online KDLange

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To hitechcomm - thanks for the reply and I can't tell you if it is a true PRI or SIP with handoff.  I believe it is true PRI, but that is part of my problem - being ignorant.  I do appreciate your help with moving forward to replace, but we are already moving forward to a hosted phone system with a local ISP or with RingCentral.  So, thanks again, but we can handle the replacement part - we just can't figure out what is wrong now and how to keep things working optimally with our current system until it is replaced.

To CMDL_GUY - thanks again and I am beginning to suspect that it is not a Samsung issue and we are moving forward with replacement as noted.  Our main office is in Columbia, Missouri and we are the only ones experiencing this problem right now.  Our office in Jefferson City is behaving normally.   I am replacing all of our PoE switches at the moment that our current phones use just in case they are causing the problem and we need new ones any way. 

If there is  a tech you could send my way I would definitely be interested - I would like to fix the problem we are having if possible, regardless of the plan to replace.
Thanks again.