LH,
I am not fond of PMS Support people either.
First: They always blame the PBX vendor before they even check their own side. Then they tell the hotel clerk to reset the PBX, which infuriates me!
Second: These port concentrators (Equinox, Digi-board etc...) are a pain; the physical port does not coincide with the software port, half the time they can't even tell us with port we should be plugged into. And they never label a darn thing. The ports get blown all the time and we spend hours working with some third rate PMS tech. who does not know jack. When you finally get transferred to someone who actually understands the interfaces you have killed a half a day.
But, thankfully (I hope) these will all be IP soon.

Located in Southern California.
Mitel, Avaya, Nortel and Hitachi Products and services for Hospitality and Business sectors. Tel: 1-800-329-7971