Issue with VSX7000 not dialing out

[Culver]

I have an end user how has an issue with the VSX7000. The system can receive bonded calls, but whenever they attemp to dial out the system hangs and then reboots. They have put a 680 on the same lines and that works a treat. We have swapped the unit out once, but that went straight back to Polycom so I didn't get a chance to test it. they are using PRI.

My gut is that the system is not faulty, as to have the same problem on two units would be strange so I am dragging it in to test on our lines, but I'm lost to what the issue could be because the 680 works fine. Just wondering if anyone had had a similar problem.

[Gary Miyakawa]

Culver,

Something doesn't add up here.... You say that your customer is using a VSX with a PRI line ???? and that they tested it with a 680 (iPower I assume)... Welp, there is no such thing as an iPower 680 PRI module... So there must be something else in there (Adtran, etc)...

Can you find out what else is connected here ?

Gary Miyakawa

[Culver]

Sorry didn't make it too clear, did I. The end user has a PRI line that they use for all their comms. They have broken off 6 channels exclusively for use for videoconferencing using a BRI converter card on their switch. This has been tested by the comms co, and as I said the 680 works a treat. The odd bit is that in every other respect the VSX7000 works fine and in my experience its generally more of an issue getting the system to receive calls. But no matter what location you call the system rings once, freezes then reboots.

Again sorry. Next time I'll be sure not to leave important stuff out :ponder:

[MACC the AVCOtek]

I've had similar problems with my VSX7000.

However, I am able to dial out but not receive calls. The puzzling thing is that if one were to dial the second channel number the call will connect. I am able to dial and receive calls normally with a TANDBERG 2500 hooked to the same lines.

We've got a similar setup as well - Nortel PBX with a PRI feed and 4 BRIs broken out. I've heard that Polycom has difficulty with Nortel PBXs but that's as far as I know.

So far, Polycom Tech Support has been helpful but we haven't figured out the problem.

One interesting thing I've learned during this process is that when you look at the call status page on the VSX7000, it may tell you that you've got 6 channels connected, but (and this is according to Polycom tech support) you are not able to tell which 6 channels. Not terribly helpful from a troubleshooting point of view.

[Joe Vallender]

What switch type is defined in your PBX for the BRI's to use and do you have the same defined in your endpoints where the BRI's terminate? NI-1 or 5ESS PT-T-PT, etc. It could be you have a mismatch somewhere.

[Syed-Ali]

Dear All,

it is really a small world,
I have VSX7k, with Quad BRI module in it. While I am moving in the in themenues or even not doing any thing or during the call, the system just hangs and rebooted after 5 seconds.
I have tested the system on VC with INDIA it works fine but you never know when it is going to hang.

Any one have taken some tech support to resovle this let me know.
Shahab