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  • Can't Receive phone calls if PRI 1 is in use on an Out Bound call

    So we have gotten several reports that users are not able to call us. Some times the call connects, some times it just rings and rings.
    I have tracked the issue down to the following:

    It seems when ever PRI 1 is in use for an outgoing call, no incoming calls can complete. I happened to test calling in today, while trying to fix our work groups, and could not get the call to connect.I looked and it looked like PRI 1 was in use ( VBTrunk Screenshot ), it just rang and rang, finally I got a dial tone, and hung up. VBTrunk showed nothing as an incoming call. I had a coworker test same result.

    Any ideas as to why this occurs?

    Again, I am still new to using Shoretel, and I may have some of my terminology wrong so please pardon my mistakes, and feel free to correct me.



  • #2
    You seem to be experiencing issues beyond what is typical. What changes have been done prior to all these issues that you seem to be having?

    I am pretty sure you have a configuration issue or a carrier problem that is not resolved.



    Lance Paddock
    BTX | Business Telephone eXchange
    1(800) 289-0299

    Comment


    • #3
      Depending on how your PRI is configured, that is an inbound call not at outbound. I suggest the following:

      1. Contact your VAR as Lance says, you have a configuration issue or a carrier issue or both
      2. Contact your PRI carrier to make sure both sides of the PRI are configured properly. If 1 side is set to circular descending and 1 is not, you could run into issues with mismatched channels causing busy signals.

      Comment


      • #4
        Originally posted by Lance View Post
        You seem to be experiencing issues beyond what is typical. What changes have been done prior to all these issues that you seem to be having?

        I am pretty sure you have a configuration issue or a carrier problem that is not resolved.


        The following changes where made recently ( In this order)
        • Added my self as an admin, Disabling the default login.
        • Added a new user extension and phone.
        • Added two members to a 2 Different work groups.
        • Rebooted the server
        • Updated Windows on the HQ server.
        • Created HuntGroups because Work Groups stopped Working.

        I also want to add, that the user making the outgoing phone call has hung up. I tried calling from my cell phone and got connected immediately.

        Even showed up in trunk test:
        Code:
        14:10:24.366: Initialize
        14:31:24.238: Call State Connected --> Idle
        14:31:24.267: Port Established --> Releasing
        14:31:24.272: Hook OFF Hook --> On Hook
        14:31:24.311: Port Releasing --> Idle
        14:34:53.921: Port Idle --> Ringing
        ----------------------------------------
        14:34:54.071: Call State Idle --> Proceeding
        14:34:54.071: Outside-ID Unknown --> +MYCELLPHONE
        14:34:54.164: Call State Proceeding --> Connected
        14:34:54.164: Inside-ID Unknown --> 104 (Auto-Attendant)
        14:34:54.265: Hook On Hook --> OFF Hook
        14:34:54.277: Port Ringing --> Answering
        14:34:54.296: Port Answering --> Established
        14:35:06.240: Call State Connected --> Connected (Held)
        14:35:06.454: Inside-ID 104 (Auto-Attendant) --> Unknown
        14:35:06.454: Outside-ID +MYCELLPHONE--> Unknown
        14:35:06.519: Call State Connected (Held) --> Ringback
        14:35:06.519: Inside-ID Unknown --> 722 (CS test)
        14:35:06.519: Outside-ID Unknown --> +MYCELLPHONE
        14:35:06.594: Call State Ringback --> Connected
        14:35:30.458: Call State Connected --> Connected (Held)
        14:35:30.726: Call State Connected (Held) --> Ringback
        14:35:30.726: Inside-ID 722 (CS test) --> 105 (Voice Mail)
        14:35:30.874: Call State Ringback --> Connected
        14:35:30.985: Call State Connected --> Ringback
        14:35:48.841: Port Established --> Releasing
        14:35:48.859: Hook OFF Hook --> On Hook
        14:35:48.883: Call State Ringback --> Idle
        14:35:48.947: Port Releasing --> Idle
        You can ignore the 722 test, that's a different issue im trying to get fixed with workgroups nor ringing.





        Originally posted by bhaikalis View Post
        Depending on how your PRI is configured, that is an inbound call not at outbound. I suggest the following:

        1. Contact your VAR as Lance says, you have a configuration issue or a carrier issue or both
        2. Contact your PRI carrier to make sure both sides of the PRI are configured properly. If 1 side is set to circular descending and 1 is not, you could run into issues with mismatched channels causing busy signals.
        I will give that a try, pretty sure I walked into a bad situation here, that seems to be getting worse and worse.
        Last edited by Vault108; 09-13-2019, 05:18 AM.

        Comment


        • #5
          Might not hurt to rollback the windows updates. Not all updates are friendly to the Mitel/ShoreTel....particularly on older operating systems.


          Some questions for you:
          What OS?
          What build?
          Is this a VM or Physical?
          Have you verified all prerequisites are present?
          I would dig through your windows events to see if you find any odd warnings or notices.
          Lance Paddock
          BTX | Business Telephone eXchange
          1(800) 289-0299

          Comment


          • #6
            Originally posted by Lance View Post
            Might not hurt to rollback the windows updates. Not all updates are friendly to the Mitel/ShoreTel....particularly on older operating systems.


            Some questions for you:
            What OS?
            What build?
            Is this a VM or Physical?
            Have you verified all prerequisites are present?
            I would dig through your windows events to see if you find any odd warnings or notices.
            Windows Server 2016 Standard Version 1607 Os Build 14393.3144
            Mitel Connect Director Build 21.86.1828.0
            Physical
            Yes all prereqs are there.

            Comment


            • #7
              I have this issue with Spectrum PRI service. Once every six months something happens on there side that does this. Most of the time I need to reset all the ports in the trunk tool then the calls start coming in. If that does not work power cycle the T1 switch on both sides by unplugging the power cord wait for everything to come up and reset the ports again from the trunk tool. Still hung up call your provider could be an issue on there end.

              Comment

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