Call manager not in sysnc with Phone

[bigb7000]

Our main receptionist has a 560 phone with 4 side cars and the operator call manager and we have seen where the call manager lags behind the inbound call a good amount of time. We have also noticed with the call manager with all of the extensions being monitored it breaks in into three columns and the third column does not respond when you mouse over it. Any tips or suggestions to try here to resolve these issues?

Thanks in advance

[cburgy]

Our main receptionist has a 560 phone with 4 side cars and the operator call manager and we have seen where the call manager lags behind the inbound call a good amount of time. We have also noticed with the call manager with all of the extensions being monitored it breaks in into three columns and the third column does not respond when you mouse over it. Any tips or suggestions to try here to resolve these issues?

Thanks in advance

What are the specs on the PC running call manager? XP SP2?

[bigb7000]

Howdy

Yes, XP SP2...

Dell optiplex gx 270 I believe also with an add on dual out ati 9250 video card.

[cburgy]

Yes, XP SP2...

Dell optiplex gx 270 I believe also with an add on dual out ati 9250 video card.

Not sure what the specs are on a GX270 and what else the operator is doing but we haven't had this issue. We have done a lot of implementations with Call Manager and many with up to the max number of extensions in ext monitor (250). Generally it is at least a 3.0ghz processor with 1GB of ram.

Perhaps it is a PC issue or antivirus issue. Possible it may be network related... duplex mismatch or bad cabling.

[bigb7000]

Ok, I can doulbe check all patch cords replacing all old ones and see about upping the system ram as well.

Thanks for the quick reply.

[bigb7000]

Also you dont think the 4 side cars are any problems does it matter how they are wired? Where the pc comes out from the phone side?

[gberkemeyer]

The BB24 Install guide contains the following notes...

Note: The BB24 can only forward power to one additional unpowered device, so you cannot daisy-chain three button boxes in a row with a single powered LAN cable. If you would like to connect two or more button boxes and an IP phone, a second Ethernet wall jack is needed to provide adequate power.

Note: The BB24 cannot forward adequate power to a ShoreTel 560g IP phone, as this model requires more power than the other ShoreTel models. The BB24 passthrough power is limited to Class 2 devices and the 560g is a Class 3 device.

Note: As long as the additional button box is connected to the same LAN as the phone, a direct connection between the button box and the IP phone (as shown in the illustration above) is not necessary.

Note: Up to four button boxes can be associated with one IP phone. Refer to the BB24 User Guide for instructions on using ShoreWare Director to create an
association between a button box and an IP phone.

[bigb7000]

Howdy

Ok, we purchased the power modules to run the side cars so we should not have a problem there.

I just went and looked to see how the tech wired them up and it appears the poe goes to the 560 first then the first sidecar then the next side car then the computer then the last sidecar. So I am gonna have to rewire this using the guide go from the poe to the last side car (4) then next side car (3) then next side car (2) then next side car (1) then the phone and then finally out to the pc. How does that sound?

[eazeaz]

update

Did you get this problem fixed?

[bigb7000]

I have not had the time to do rewire them yet.

[bigb7000]

I re wired it to spec and the delay got worse. I removed the button boxes from the chain and all seems well. I think we just need to drop a second ethernet jack for the 4 button boxes.

Any other ideas?

Computer has 1gb ram and checking system resources the CPU at 2% or less and RAM has more than 60% free.

[cburgy]

Ok, we purchased the power modules to run the side cars so we should not have a problem there.

I just went and looked to see how the tech wired them up and it appears the poe goes to the 560 first then the first sidecar then the next side car then the computer then the last sidecar. So I am gonna have to rewire this using the guide go from the poe to the last side car (4) then next side car (3) then next side car (2) then next side car (1) then the phone and then finally out to the pc. How does that sound?

This is not the proper deployment model for Button Boxes. Proper deployment is 1 button box in front of the phone (it will pass power to the phone) and the PC into the phone. The other button boxes should be wired with their own drop.

[bigb7000]

I wired them to spec the second time.

poe ethernet to #4 button box to #3 button box to brick to #2 button box to #1 button box to brick to phone to pc.

The delay was less frequent but when it happend which was only twice but it was really long. So I pulled the poe ethernet off the #4 BB and put it directly to the phone. Thinking a second ethernet drop for the BB's would be ideal.

[OldPhoneGuy]

I wired them to spec the second time.

poe ethernet to #4 button box to #3 button box to brick to #2 button box to #1 button box to brick to phone to pc.

Daisy chaining four button boxes and an IP phone together is not spec. Read this note from the ShoreTel Button Box installation guide:

Note: The BB24 can only forward power to one additional unpowered device, so
you cannot daisy-chain three button boxes in a row with a single powered LAN
cable. If you would like to connect two or more button boxes and an IP phone, a
second Ethernet wall jack is needed to provide adequate power.

[bigb7000]

Um, you are right did you not see where I wire in a brick to supply power past the second device?