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

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.