atcomsystems.ca/forum Forums Other TDM Phone Systems Vertical Telephones & Systems modem issues

Probably wrote about this before but the frustration is building. We have SBX's out there with modem cards on all kinds of lines, Cable provider, Verizon, DSL and no matter what we cannot connect to the modem in the SBX. I would say that there is about an 80% failure rate on this which is patently absurd. We play with the modem settings, change port speed, hardware, no soap. If we do manage to get in, the connection does not last very long. We have talked to tech support and they really dont have a clue as to why we have the problem. We have lots of XTS/XTSc and STS out there with modems and we have zero problem reaching the system and doing what we want. We use the same hardware in the office and the same lines. We for some reason sell the SBX to a smaller client who does not have spare IP addresses for use on remote access. Wondering if anyone has any simple solutions for this really bizarre occurance? Thanks

Try a low baud rate, 2400 or 4800.

Larry, it seems that he already tried changing the port speed settings. I'm seeing the same thing and have effectively given up as well.

EV607797,
seems ridiculous but I am in the same boat. Yes I have tried changing the baud rate and honestly, the modems simply dont work. Call tech support and they ask the obvious whats in the book questions but can offer no real assistance. If I wanted to roll a truck for every minute programming adjustment I would not have sold the modem card. Everytime I think this SBX is going to be ok, I put one in and have ridiculous issues that simply put, should not be issues. I guess the answer is to look for a different low end product and call it a day. Bring Back the STSe.

I’ve been using modems on systems for 15 yrs anyway. In the last 5-6 years they have been almost unbearable. I think it’s because of the lines AND the cheap modem cards.

My scenario is this. I have a regular AT&T POTS line for my modems---1 internal on a laptop, 1 internal on a desktop, and 1 external on that desktop. I have one of Sandman’s modem gizmos on the line. I will switch from one to the other when I get frustrated . I change speeds from 1200 to 9600 over & over and I try to connect many times without success . I just keep trying.
As long as I know that MY stuff is good, I guess I’ll keep trying. It seems that at night (after 8:00) I have better luck.

I still put modems on all of the systems that we install (the older ones) but I love the IP system that we install---the remote stuff works absolutely 100% of the time. It’s great. We have remote not really for the customer, but for us. We just don’t have the time to go out and do all of the little programming changes that people want all the time. The only way we can handle it is through modems.

The modems are a pain, but it’s better than running out there during the week just to make a simple change---and it really helps when we get a tech on site, and I can program while he tests & verifies.

We have maybe 10 modems in stock for our DX80/120 systems and maybe 5 or 6 external modems for our Mitel customers. We don’t replace many, but if I just can’t get in---then that’s all we can do.
I feel your pain, phoneguy. When everything was POTS, it seemed to be much better. Better modems, too. I really don’t have a clue sometimes as to why they work or why they don’t. But when they work, it’s a wonderful thing.

JW Racedog,
I agree they are great and I also agree on the IP but we dont always have that luxury. I see you are an Allworx guy, we do IPitomy. How do you like the Allworx?

The modems on the XTSc don't work so hot either...especially when they are connected to a PRI. Sometimes I wonder if it is the modem in my PC in the office that doesn't work so hot too.

I have to say that I have never had an issue with the modem in the XTSc, which by the way is the same card as the STS modem but cheaper. I use a Zoom modem in the office and it works fine, except of course when trying to connect to an SBX.

The next time you have a problem connecting to a SBX try restarting your PC. Yes, I know, it sounds foolishly simple, but give it a try and let me know the outcome.

I've noticed in the past that when I would dial into different systems (XTS, Norstar, STS, Dispatch, etc) that I sometimes could not connect unless I either rebooted the PC or went into Device Manager and disabled, then re-enabled my modem.

Last night I had to dial into a SBX and then a XTS. Both connected fine. Just for grins-and-giggles, I tried calling back to the SBX and could not connect. I went to Device Manager, disabled then re-enabled my modem, and then was able to connect without issue. (BTW, I had the modem set to connect to the SBX at 4800).

Let me know what you find.

"Yes, I know, it sounds foolishly simple..." That makes me smile. Some of the stuff I do at times reeks of "voodoo behavior". Resetting and changing things feverishly or making sure everything stays exactly the same with the same ritualistic behavior seems par for the course.

I have done that, too---anything to make it work. It's funny, but since this thread has started, I have had 100% on all of my modem tries work good. I'm at 9600 on my Mitel connections using Telix and they are really cookin' for the last two weeks. My DX80 & 120s are going good too. Go figure.

I gave up on using modems just because of the slowness and unreliability. Now this isn't cost effective for every solution, but I can put together a remote PC for around $150 and load logmein on it. Now I can access it from any machine. It works great.

We do the same with our larger sites, but it is not practical for the smaller setups.

ZMan,
Have to say that the attraction of the SBX to me is its price. To have to start including a pc in the sale, sort of seems a bit complex for something we use as a simple, small key system application. So far, given the issues that I have had on the SBX, its ok for small stuff, I would never ever do any sort of advanced applications on it. I just do not have the confidence based on some of the problems we have encountered.

Z-Man, PM sent.

We have been loading SBX admin on a customer PC, and use a RHUB web collaboration device to log into their computer to make changes to the system because the modems raraely work for us, either.

Modems are becomming more unreliabe due to the carriers using SIP trunking like Cox's Voice Manger service and PRIS. Analog Modulated data stream traveling over an unmodulated data connection just doesn't work well. Too many gaps in the signal that the human ear will tolerate but not a modem.

We just sold our first vertical with a modem in it, I have been trying to dial in and am not sure if I am doing it right. I set the Modem number in Site Profiles to be the site number with a bunch of pauses(,) then the extension of the modem(147). That did not work. I also called the customer from my modem line with an analog phone and a splitter going to my modem, had the customer transfer me to 147 and clicked ok in the PC Admin. I heard the customer modem but it seemed like the software never activated my modem. Basically which way is the way I should connect to a modem?

I have a test SBX at home with 2 lines at my home. My pc calls out on line 2. My PC Admin will call line 1. I answer call & transfer call to 147, hang up. Always connects. Even works when receiving another call on line 1 with call waiting, I don't answer but can see another call ringing in.

Now if this makes a difference, I'm using just regular pots lines at home.

Your process may be wrong. This is what I do.

Open PC Admin
Tools Site name
Right click site name connect using modem
Enter pw
Press enter

This works for me every time.

Hope this helps

David

Do you just enter the sites main number in the modem entry of PC Admin?

When you pull the site info you should have a number entered as per board info. Just put the number in for the modem. Right click the site & pull down to connect by modem.Enter another pw & it will call the site. Works everytime for me.

The call when answered must be transferred to 147.

David

Believe it or not we have found that the quality of the dial tone on the customer end has been a problem. We had a site that had old copper Verizon dial tones, lots of static, even worse in rain and such. We could never get to the modem remotely. The customer finally switched over to a local cable providers dialtones, problem solved we hit the modem every time now, easy as can be. We do still have occasional problems and clearly not as easy as going through an ip address but, if the modem card is in play, the lines do make a difference, at least they did for us. They also had a huge effect on the voice mail/auto attendant but thats a whole other story.

I have tried these steps and I have not been successful in getting it to work at all.
Open PC Admin
Tools Site name
Right click site name connect using modem
Enter pw
Press enter

I have the modem number 147(which is correct) in the site modem number field and I have the customers main number in Site Telephone Number. When I select connect with modem my modem never dials out. Now if I put the sites main number in where the Site Modem Number is, the modem actually calls the site. If I have the customer transfer the call to 147 it never connects?? Am I doing this all wrong? Any help would be appreciated.

The Site Telephone Number field is just a note field for reference. Connecting via modem ONLY uses the Site Modem Field; this may be the same number as the main listed, a DID, or a dial string (commas for pauses) in order to auto-transfer from an auto attendant (ex. 2125555555,,,,147 for 4 second pause during ringback before AA answers)

Is the modem not answering at all or does the connection just fail every time?

If it fails consistently, try rebooting your PC and/or have the customer reset phone system. Try again.

(Obvious question) You ordered and installed the modem in the KSU, correct?

Well the site doesnt have a VM and yes I have installed the modem. I know it is on ext 147. The site answers and they have to transfer me to 147, so should I have XXXXXXXXXX,,,,,,,,,,,147? or maybe just leave the 147 out?

If they're live transferring you, then you don't need the commas or 147 in the modem number. We all know how well some customer follow instructions, but just make sure they're doing TRANS/PGM, dial 147, hang up. That should get you there.

It never works...I have tried so many times with them it never connects. They say when they hit trans/pgm 147 they hear the modem, and hang up and the line stays lit for a while, on my end I just see it error out and say to check the connection to the device.

What if the SBX modems don't like your own office lines? What type of delivery is in your office?

I have been told by Toni that it works better if you put in the pauses after the number and then 147, so the preferred protocol is the system transfer to 147. I have also had limited success playing with the baud rate on some of my sites and it seems to make a difference on some.

We've also run into issues with Comcast/FiOS lines as they're typically delivered as SIP, then converted back to analog dial tones. Modems/Faxes have known issues with trying to send an analog signal over SIP.

In those cases it's best to have a single copper POTS line at the office for modem connections, that's what we do.

We have a PRI on one service and SIP on another, I have tried from both and neither work, I will try from site in the morning I know they have POTS.

Try this. Go to site & connect laptop's modem to any hybrid port. Access PC Admin. Access site info. For number put in 147. Then pull down menu & connect by modem. Your laptop should dial 147. See what you get. If that works you got problems elsewhere. This will at least tell you your laptop can communicate with the SBX. You should be able to narrow down what is going on.

Like I said in my earlier post, I've never had a problem connecting. But I am using plain ole pots lines.

David

You cannot dial the extension directly it has to come in from a CO in order to work. I did go to site and called from line 2 to line 1 and transferred myself to 147 and it worked just fine.

Sorry I had another system in my mind.