11 Replies Latest reply on Apr 29, 2013 11:26 AM by matt

    Trouble Parking/retrieving Calls

    dlevasseur New Member

      I've gotten this complaint several times since we RMA'd our Netvanta 7100 (on my 3rd unit in 9 months... ouch).  Call comes into the ring group, member picks up, presses the Park 1 button (we have park 1-6 on our Adtran 712 phones).  The call does not park.  Can't use the status buttons to park at all.  Similarly people have reported that they have a call on Park and they go to retrieve it and the button isn't labeled as retrieve and the call cannot be retrieved.

       

      FYI we are using a status group to display the 6 park zones and they switch from park/retrieve when there are calls parked.

       

      Just wondering if anyone has had this issue?  Known problem?  Is there a fix?  Our first and Second NetVanta 7100 units never had this issue.  It only started after we received Unit #3.

       

      FWIW:

       

      Firmware: A4.12.00.E

        • Re: Trouble Parking/retrieving Calls
          Employee

          Using a park zone as a status group (BLF) was not supported on ADTRAN IP 700 phones until R2.2.0.  A warning was printed about this on page 3 of our Status Groups configuration guide.  If you would like to upgrade to take advantage of this feature you can download the firmware here and follow this guide for updating the phones: Upgrading IP 700 Series Phone Firmware.  This feature has always been supported on Polycom phones, but prior to R2.2.0 phone firmware you could have had unpredictable results on ADTRAN IP 700 phones as it was not an officially support feature.

           

          Thanks,
          Matt

          1 of 1 people found this helpful
            • Re: Trouble Parking/retrieving Calls
              dlevasseur New Member

              Matt,

               

              I'm just going with what Adtran set up for us.  Honestly I try not to touch things if I don't have to. 

               

              I looked in via the GUI and FTP and I believe it shows we are using 2.1.0?  How can I find out for sure?  Is there any way to push this config to just one phone?

                • Re: Trouble Parking/retrieving Calls
                  Employee

                  To check the current firmware of the phones from the web interface you can go to Voice > Reports > SIP Registration List.  The firmware version will be present in the Phone Type column.

                   

                  The firmware is applied from Voice > IP Phone Globals > Boot Settings tab > Default Firmware tab but is delivered to a phone only upon a reboot.  Write down or take a screenshot of how the names are set currently so you can revert if desired.  To upgrade only one phone follow all of the steps outlined in the guide referenced from my last post but reboot only one phone after setting the dropdown boxes to the appropriate new file names on the Default Firmware tab.  After upgrading your test phone you can either revert the file names back to what they were previously or leave the new firmware.

                   

                  Thanks,

                  Matt

                • Re: Trouble Parking/retrieving Calls
                  dlevasseur New Member


                  We continue to have the same issue even after updating to the 2.2 firmware.  Users of the Adtran 700 series phones randomly cannot park or retrieve calls using either a BLF OR the actual park button.  So this seems more of a system problem than a phone/firmware problem.

                    • Re: Trouble Parking/retrieving Calls
                      Employee

                      Did you upgrade all phones or only a particular phone?  If you only upgraded one phone and did the park BLF from it but tried to retrieve it from a park BLF on another phone running 1.3.x firmware you can still run into issues.  You can check the firmware of the phones by going to Voice > Reports > SIP Registration List.  If all phones involved in the test show they are running 2.2 from that page in the web interface we would need to see the 7100 config, the phone config files, and the output from a debug voice verbose as well as a debug sip stack messages while the issue is recreated.  If you want to submit those you can zip them up and place them on our FTP server from the instructions below.  Please respond to this post with the exact file name of the zip file so I can retrieve them.

                      Open Internet Explorer web browser on their PC
                      Type the following URL:  ftp://ftp.adtran.com
                      Double-click the "Incoming" folder
                      Drag and drop files from PC into the Internet Explorer window

                       

                      Thanks,
                      Matt

                        • Re: Trouble Parking/retrieving Calls
                          dlevasseur New Member

                          It has only been a retrieve issue once or twice, it is mostly a park issue.  So parking from one and retrieving on another could be a problem, but the issue is at the parking stage.

                           

                          As for recreating the issue, it is so intermittent that I wouldn't even know where to begin.  So when it happens We'd have to tell our customer "hang out on the line while we debug some phone problems we are having please".  That's kinda tacky.  I'll do my best to get that for you, but who knows if/when it will happen again.