Topic: Intertel Axxess - Time Sync Problem

[jhand]

We have an Intertel Axxess system that consists of multiple cabinets, an IP card for VOIP phones, a dedicated voicemail server, and a Call Processing Server (W2K). The CPS is not a domain member. Recently, I saw that the time on the phones was off by 4 minutes. Previously, I had opened DB Studio and adjusted the time, but the next day the time was off again. I believe this had something to do with the fact we have the system restart around 3am each day.

Thinking I'd solve the time sync once and for all, I configured an SNTP (simple net time protocol) server on the CPS, and started the W32Time service (which had been disabled??). I confirmed the time zone/DST settings on the CPS were correct, and all seemed well. The time on the phones wasn't updating, however, so I opened ICP Configuration tool, and saw that "User CPU020 Real-Time Clock" was checked, so I unchecked and hit Save.

Now the phone seems to be synced, EXCEPT now it's exactly 1 hour off. I've checked DST/time zone settings in DB Studio. I've played with DST/time zone settings on CPS. Adjusting DST/time zone on the W2K CPS server adjusts the Windows time accordingly, but has no effect on the phone.

I've also tried manually adjusting the time in DB Studio, but it keeps going back to what it was before. I can edit the DST/time zone and those settings stick, but not the actual time itself. Luckily, it's the end of the day here so it's not an emergency--yet. But I'm really at a loss what's going on here.

The CPS has dual NICs. One NIC connects to our network, the other NIC has a separate subnet connected via crossover cable directly to the KSU.

I've tried reversing all the steps, disabling W32Time, removing the SNTP server in net time, checking "Use CPU020 Real-Time Clock" etc, but nothing seems to be working. I'm debating on just rebooting the server and seeing if that'll help.

Any ideas?? Definitely appreciate any help/feedback!

[MacGyver]

Hey Jhand:

Welcome to the board!

When fighting the one hour off issue, I normally fixed it by just adjusting the timezone to the neighboring zone, and turning off DST.  That may not resolve your issue, but the problem will be that even if you do resolve it you're going to fight another issue when that W2K box tries to adjust for DST before the current DST change over date.  I'm reaching way back on those though.  I'll shoot Rhett a message and have him take a look at your post to see if he can offer some more up to date help.

As far as the Axxess cabinet, they do at time have an issue with skewing the time by a few minutes, and the on-board battery can be the culprit.  (Don't pull that strap unless you know you're backed up, because you'll lose everything!)

When fighitng the time issue I'll sometimes set it in DB Studio, and then do a major reset.  If it's the battery though you're still going to have the issue.  Other times as odd as this sounds you can set the time from the administrator's phone, and it will stay correct even when it won't when setting it in DB Studio.  Inter-Tel is stranger than fiction.

BTW you said you have a system restart each day.  You're referring to your W2K box, not the cabinet, is that correct?

Also are your lines coming in on a T-1?  If so you can sync to the T-1.

[jhand]

@MacGyver:

Thank you for the reply, and the welcome!

The settings that ended up actually working on the W2K CPS box:

* Configured time sync with internet time (since it's not a domain member):

Code: [Select]

net time /setsntp:0.pool.ntp.org,1.pool.ntp.org,2.pool.ntp.org
* Made sure Windows Time Service is running, and set to Automatic start
* Verified DST is ON, and Time Zone set correctly

Then, in ICP Config Util:

* Unchecked "Use CPU020 Real-Time Clock" so it would pull time from the PC clock

So, after giving up the night I made the original post, I came back in early the next day expecting I would need to call in our local phone tech, and lo and behold, the time was synced perfectly. I guess something to do with the nightly restart.

I did actually try setting time via an Admin phone, but same thing as my attempt via DB Studio. Had no effect.

As for the reset, the W2K box itself doesn't restart. The phone system/software on the W2K box (CPS) restarts. In DB Studio - System\Maintenance\Major Reset Schedule, Scheduled Reset Time is set to 3:45AM.

Is that unusual? It was setup this way before I joined the IT team.

[MacGyver]

Sounds like you did an awesome job!

You may still run into that one hour off issue when the W2K box believes that DST has ended, but Congress says it hasn't.  For a week or however long it is, you'll be on standard time, but the world won't be.  That is unless it was patched.

As for the resets through DB Studio, I suppose that's a bit of a personal preference.  We do not set regular resets, but perhaps it's configured on yours for some specific reason. 

Congratulations on the fix.