atcomsystems.ca/forum Forums TDM Business Telephone Systems Samsung Telephones & Systems IP Phone Drops Calls

Wondering if this can be fixed and/or prevented or made better.

Someone will call an IP phone... at random the call will drop mid conversation. The person on the IP phone gets dead air and the caller will hear the phone ring (seems to ring the operator line) and someone else in the company will pick-up the line. The display will say "Recall from 3204" (3204 is the IP phone extn). It is like leaving someone on hold for too long and then the phone rings back to remind you you have someone on hold.

Is there a fix for this?

I've had this problem one time and here's what is likely happening. The ITP Phone is losing its connection with the system. The system knows the ITP Phone was in the middle of a call so it transfers the call to the operator group... that's why you see "Recall from 3204" on the screen.

If you want to confirm this... the next time it happens, have the user at extension 3204 try to push any of the buttons on the phone. Most likely nothing will happen because the connection has been dropped. The extension usually reconnects to the system too quickly for anything to happen to the screen.

What is causing this problem? There are several possibilities. Our problem was related to an issue with the DSL.

Good luck...

Just for the future... any additional information such as system type, number of ITP Phones, software versions and related info is good to have to give you more specific answers.

Marc,

Thanks for the quick response..... I guess we are bit up in the air about what things cause this issue and where to look. Do you have any specific things that may help?

I would wait for it to happen again to make sure you are losing the connection. Once you have verified the connection is dropping you can then look into why it's dropping.

Have you checked the error log in the system to see if there are any errors?

How many ITP Phones do you have?

Is this happening at multiple locations or the same location?

Where are the ITP Phones located that are having this problem?

What type of service are you getting from your ISP at both the remote location and the system location?

What is the brand of router at both the remote location and the system location?

System reports (OS500) reports no erros in "View Alarm Report"

The one having the issues is at a different location than the others. The location of the one having the issue has an OC12 connection (that's right... around 622 Mbps)... that location sits right next to our ISP and they gave us a deal.

Routers are all Cisco.

I will have to verify with the user that indeed he is getting a connection drop. I presume we could try putting the phone on the outside of the firewall to see if that does anything to help but I have a hard time believing that there is a connection drop problem when we have such a fast connection at that location.

Thanks for the additional info... probably not a problem with the ISP.

Is the ITP Phone getting its IP address from a DHCP server? If it is, set a static IP on the phone outside of the DHCP range. Typically you get "IP Conflict" on the screen... but not always.

Quick story... customer had almost 100 ITP phones at a location... all with static IPs. We kept having problems with one phone and it turned out to be a user who was bringing his laptop in from home. He had the same static IP on his laptop and every time he booted his laptop...

how about software version of the phone? of the MP card and the MGI card?