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We are using a NBX® V3000 phone system with 3Com 3102 phones. The issue we are experiencing is the phones will seem to "freeze up" from time to time. One of three things usually happens... 1. The phone will ring, and I'll go to pick it up but the phone doesn't register that I've picked up the handset. It continues to ring as if the handset is still in the cradle. At this point I would expect for voicemail to kick in... but it doesn't. The call just gets disconnected. 2. When I have completed a call and want to hang up the phone, the phone doesn't always register that the call is complete. I'll put the phone in the cradle but the connection stays open. Usually just clicking on the phone "disconnect" button in the cradle a few times will fix the problem. 3. When I want to make a call, I'll pick up the handset but will not get a dial tone. Usually just clicking on the phone "disconnect" button in the cradle a few times will fix the problem and the dial tone will come back. I'm sure all three of these issues are somehow related. Do you have any suggestions as to what I should do?

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Does it happen on all phones or just one particular phone unit?

Posted on May 26, 2010

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  • tnicholso3 May 27, 2010

    It happens on most phones... There are some people that work in our office that utilize their phones on a regular basis and probably make and receive between 40 to 50 calls a day. These people see the issue more than anyone else. Then there are others in the office that may make and receive 4 to 5 calls a day. These people report very little to no issues.



    So my thoughts are this issue probably exists on all of our phones but happens so sporadically that the issue seems to only affect those people who are constantly on their phones.

  • Liza Halbrook
    Liza Halbrook May 29, 2010

    I did some testing on my phone. I got the same result as you describe but it only happens when I call an extension but hang up my phone before it rings on the other end, then call another extension/outside lines and after a successful call I get a loopback ring. I did lots of tweaking but I couldn't remove the loopback ring. That's the reason why the voice is not kicking in, the phone is calling itself.

    I would suggest to your heavy users to avoid calling a number then hanging up before they hear the ring.

  • Liza Halbrook
    Liza Halbrook May 29, 2010

    The phone has a delay like if you press the plunger quickly, you can get a diff function like transferring a call or joining a conference call. Observe how many seconds you can get a dial tone after pressing and releasing the plunger. Do this by pressing and releasing the plunger with 2 seconds interval and increasing the time (2,4,6 secs) you pressed the plunger to find out how long before your system recognize that the call has ended and give you a new dial tone.

  • tnicholso3 Jun 01, 2010

    Thank you for your suggestions. I will definatly give your troubleshooting tips a try. However, in response to your reply about the phone "freezing" while making a call... I understand that if I hang up a call before before the other party answers that call may freeze due to breaking a connection that hadn't been established but how would that pertain to an incoming call that we can't answer. For example, sometimes when the phone rings, I'll go to answer the phone, but the phone seems to be in a frozen state. The phone just rings and rings after the handset has been picked up. This happens with internal and external calls. Both issues seem very similar.

  • Liza Halbrook
    Liza Halbrook Jun 01, 2010

    The loopback ring only happens when you tap the plunger to end the call before it rings on the other end, then make another call. The ring is generated by Asterisk and not from an outside line. I've tested this with Asterisk and Grandstream/Polycom phones and it did the same thing. I don't know why its doing it and I can't find a solution. Most of the users in the company I am supporting that used speaker when dialing did not encounter the problem but those who always lift the handset to dial encounter the problem on rare occasions.

    I will let you know when I found a solution for the loopback ring.

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