Remote calls do not disconnect after hanging up

[paiutetribe]

Hello,

One of my sites has a problem with remote calls not being disconnected when the remote caller ends the call. When the remote caller ends the call, the line does not switch back to a dial tone.

The local phone company is notoriously bad and its hard to get them to provide support. What is the proper verbiage to use when asking them to fix the problem?

It seems like there is an option on the phone line that they do not have set to detect the remote disconnect.

Supervisory disconnect / carrier presence disconnect?

[southeasternMI]

Disconnect supervision. who's your carrier?

[paiutetribe]

Thanks for the reply.

The local company - Frontier Communications - came out and checked the phone lines today regarding this problem. The tech said the problem is on our Shoretel side. He said he removed the bridging clips and tested the line and it disconnects properly. Sounds like there must be an option in Shoretel that isn't set up properly. Does anyone have any ideas about this?

[paiutetribe]

The phone company tech has spoken with the Shoretel partner and the tech claims his lines are looped lines but would not say whether or not there was a switch option for loop current drop.

I've been instructed by the local Shoretel partner to upgrade from 7.5 to something newer to see if this solves the problem. Does this sound reasonable? I'm skeptical that this would fix the problem....