IP8000 Dropping calls

[johnstch]

We have an IP8000 in our conference room and it works great, except that it consistently drops calls. I don't know if it's a network related issue or not, but it will consistently just reset itself in the middle of a phone call. I believe I have setup everything correctly. The phone is running ST_PH1_2.6.0 (5) firmware and we are running ShoreTel 7.5 Build 12.15.6700.0.

Thanks

[gryomosy]

We expirience the same issues for about 6 months now. We have 10 of these IP8000 running in our office, also using Shortel 7.5. The problems have existed since start and the phones would with reason just reboot or drop any ongoing conference call. We have upgraded them all to the latest firmware last month in the hope this would fix the issue but recently found out the the hard way that the problem still exists. The setup has been checked over and over again. SIP session timers disabled etc. The behaviour is just randomly. What kind of LAN switches are you using? I start to think it has something to do with those.

[johnstch]

We are using Cisco Catalyst 3750s. We have three 3750 POEs and one 3750G. They are all stacked. We've had no other problems with any of the other shortel equipment, however. It's good (and bad) to see that I am not the only ones having this issue.

There is some of the stuff that can be configed on the web interface for the phone that is over my head. I was wondering if any changes made there would have any effect.

[cburgy]

Interesting... We are seeing issues with the IP8000 (as a SIP extension) on a customer that has Cisco switches. Seems to work ok with other switches.

[gryomosy]

We are using brand new Juniper EX4200 series. Because of the fact that ther IP8000's have been flashed with latest firmware, checked and re-checked over and over again by the partner and shortel tac support I cannot think of anything else. Maybe they are super sensitive to the PoE or the slightest packet loss or delay on the LAN. We're stumped. Of course it could be an issue with the IP8000 series themselves. But then there should have been much more reports I guess. It is getting pretty critical as these conference phones are mostly used for conference calls with clients and that is super embarassing when calls drop without reason.

[speedracer]

We are experiencing similar IP8000 issues right now - Juniper switches as well. What was the resolution to your issue?

[cburgy]

What version of JunOS are you running on your switches? We have these deployed on EXs (2200,3200 and 4200).

[speedracer]

v10.1, EX 3200 PoE switches for the phones, EX4200's for core switching

[cburgy]

I perused through our tickets on IP8000 phones and it appears that a firmware update resolved the issue. It appeared to be related to SIP registration (that would explain calls dropping).

[cburgy]

What firmware do you have on your IP8000?

Single site or multi site? Are you pointing them directly to a SG switch or to the SIP proxy address under the Shoretel site?

[speedracer]

I have the latest firmware (3.7.2) and have tried the configuration both ways (proxy and direct). Not only do I get dropped calls, but there are times when the phone just becomes unresponsive and requires a reboot.

I have nine of these phones, and only two of them are problematic. The other 7 are fine. Six phones are at HQ (both problem phones included), 2 phones are at our Dallas site and one in Norwalk (MPLS connectivity).

[cburgy]

I'd RMA them then so you can take any sort of funky hardware issue out of the loop.

[speedracer]

Thanks, I'll give it a try. I appreciate your assistance.