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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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  • Problem with SG-T1 Outbound utilization

    Hi All,

    Need an urgent response to weird issue we are seeing with one of our customers T1 Switch.

    They are on Verison 7.5 using a 16 Channel PRI

    When only a few callers are on the phone they get reports that the line is busy when trying to make an outbound call. When i log into the server and run a Trunk Group Summary report from Jan 1 to today, the report shows only 7 of the 16 trunk have outbound utilization. Any idea what could possibly cause this issue?

    I plan on rebuilding the trunk completely first thing in the morning to see if that resolves the issue but i was just curious to know if anyone else experienced something like this. I couldn't find anything in the KB relating to this either.


  • #2
    Are all of the trunks part of the same trunk group? And/or have you checked with your service provider to make sure the the PRI isn't having any issues?


    • #3
      Yes all the trunks are part of the same trunk group. I know the PRI isn't having problems since we are providing the PRI as well (full service ISP) and see no errors.


      • #4
        Have you used the trunk test tool and confirmed that the channels that you have enabled are the same as the CO is providing?

        Sounds like they are trying to make calls out channels that are enabled on your side but disabled (far end down) on the carrier side. Or the carrier may have busied out those channels.



        • #5
          Make sure you T1 Switch is only configured for the 16 trunks. A common mistake is to set all 23 channels up.