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This site was created as a place to share stories, tips, and troubleshooting help with ShoreTel/Mitel systems. ShoreTel/Mitel is obviously the MOST exciting VoiP platform on the market right now, and we realized there was no centralized place to discuss this platform, but now there is. Please feel free to join and share your experiences.

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  • PRI D-Channel Down Status

    New ShoreTel installation. Using ShoreTel 230 phones with ShoreTel 50 Switches, over an MPLS circuit. Everything was working fine. This morning, we cannot make any outbound calls. The status in "Quick Look" in ShoreTel Director shows under the PRI that the D-Channel is down.

    I called the phone company (TelNet), and they show no trouble on the circuit.

    Any ideas? Issuing a re-start command does not do it. It might come up for about 2 minutes, then go down again. Anyone trying to make an out-bound call gets the "Re-order Tone" message on the phone.


  • #2
    Reboot the switch (not restart) and see if it comes up clean. You may want to check and replace your wiring from your Smartjack cabinet to the Shoretel switch.


    • #3
      The switch is showing D-Channel down and they can't find anything wrong with the circuit?
      They are looking at the wrong circuit.


      • #4
        How is your PRI connected to your system? I don't believe a Shoregear 50 switch supports a PRI handoff. I had the exact same issue a year or two back. The PRI terminated into a 120/24. We ended up RMAing the switch and the problem went away.


        • #5
          Walk back to the NIU and reseat the card if it still shows down.. If telco says it is working find and the NIU is unplugged they got the wrong circuit.


          • #6
            Took all day, but the carrier discovered that their DS-3 controller had failed. They swapped it out with a good one, and it came back up. Thanks for the suggestions. Hard to fix when the carrier won't do their job!