Call center agents experience call disconnects on one MM710 interface


Doc ID    SOLN287252
Version:    2.0
Status:    Published
Published date:    19 Jun 2018
Created Date:    12 Apr 2016
Author:   
Andras Varga
 

Details

Call center agents experience call disconnects on one MM710 interface

The MM710 board with problems is in position 1v4 /Trunk group 1
All calls are simultaneous disconnected from time to time at least once a day.
There is a call center using Avaya MBT 5.2.1 whit CM software load R015x.02.1.016.4-Service Pack #18/
Security Service Pack #5,
G450 media gateway firmware vintage: V30.29.0,
MM710 board (fw 53) and IP Phones 1616.No changes.

Problem Clarification

Some calls were disconnected on one DS1 card in GW slot 1v4.
Issue has gone after a while. logs shows that remote DS1 card sent alarms and error to the Avaya equipment.
 

BP upgraded the DS1 board, and the GW FW to the latest, and also replaced the card, but issue remained, after a while the issue suddenly gone. Provider said they received restart instructions continuously from CM.

Cause

physical framing errors on layer 2 on provider side.
 

Basically, in the SAT I can see errors in the board 1v4.

Port      Mtce     Alt             Err   Aux    First/Last   Err Err Rt/ Al Ac
          Name     Name            Type  Data   Occurrence   Cnt Rt  Hr  St

001V4     MG-DS1                   2305                         03/27/09:06  2   0   2   r  n
                                                                                03/27/09:06
001V4     MG-DS1                   2305                        03/27/10:06  2   0   2   r  n
                                                                03/27/10:06
001V4     MG-DS1                   2305                        03/27/13:38  2   0   2   r  n
                                                                 03/27/13:38
001V4     MG-DS1                   2305                        03/27/14:30  2   0   2   r  n
                                                                  03/27/14:30
001V4     MG-DS1                   2305                        03/27/18:52  2   0   2   r  n
                                                                                03/27/18:52
001V4     MG-DS1                   3585  6                     03/29/20:48  1   0   0   n  n

According to the alarm guide, the two error type regarding DS1 card means the followings:

1. 2305: Yellow alarms, which means the DS1 board notifies the remote card is in out-of-frame status, there can be some physical-framing error:
 
2. 3585: Misframe alarm, according to it, the CM received corrupted data frames. This can be due to some Layer 2-switching problems somewhere in the network (in the provider side as well)
 

I have checked the GW logs again, and found these error messages relatively often:

0000407985 03/21-15:41:13.00 MSY-TRPMINNO-00067 0x18       0x180f     0xf
             ISDN Layer-2 is up for 180f

0000407984 03/21-15:41:10.00 MSG-MGPINFNA-00000 0          0          0
             MSY-TRPMINNO-00067 MSG-TRPINFNA-00000 cmgDs1Layer2Down TRAP
0000407983 03/21-15:41:10.00 MSY-TRPMINNO-00067 0x18       0x180f     0xf
             ISDN Layer-2 went down for 180f

0000407982 03/21-15:41:10.00 MSY-SYSINFNA-00001 0x180f     0xe        0
             ISDNLinkObj:LIP_L_FREE termId= 180f,linkID=a,type=10

In the ECS logs:

20160321:154114364:209231:hmm(4963):MED:[ MTCEVT ERR type=0901 lname=109f pn1=00000000 pn2=40011800 aux=000020c4 rc=0]
20160321:154114394:209232:hmm(4963):MED:[ MTCEVT ERR type=0901 lname=109f pn1=00000000 pn2=40011800 aux=ffffffff rc=0]
20160321:154114394:209233:mdm(4995):MED:[ MTCEVT ALM type=0002 lname=109f pname=40011800 cbusy=0000 filt=y]

These entries are about the DS1 board in the slot 1v4. That means, the DS1 MM710 card received yellow alarms, that the remote DS1 has errors, and the CM started to reinitialize the card.

 

Solution

probably provider solved issue on their side meanwhile.
 

 

Additional Relevant Phrases

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