4029 & 4039 dropping calls with 'Malicious ID' and 'released'

[Deea]

We are in Australia and have a VOIP PABX with Alcatel 4029 and 4039 phones. No one in the office has any technical knowledge of the system (my self included) and sadly we do not use the phones with their full capability.

For a number of years now we have had calls drop. The calls are always external calls and may have been made by us or be an incoming call.

When the calls drop out the screen will display 'Malicious ID' (for incoming calls) or 'released' (for both incoming and outgoing calls).

We have asked our service provider to examine our system and fix the fault and they have responded every time by saying that it is a line problem and Telstra needs to fix it. Telstra has examined every line and stated that it is not their problem but is a phone system issue.

I gave up and attempted to google the problem and came across this site.

There have been a number of posts mentioning 'Malicious ID' and similar issues however I can find no instructions on how to turn off the malicious feature and I have noticed that just turning off the feature didn't always fix it for previous posters. Have also not found any information that may shed light on the 'released' issue.

Has anyone come across these problems before and are you able to explain what might be going on in incredibly lay-mans terms? We are really struggling with losing numerous calls a day and having neither of our tech support providers able to assist us.

[cavagnaro]

Malicious call is a facility on where someone marks a call as it, an invasive caller for example, usually these calls are marked so your carrier then can take some action.
Now, does the calls already enter with this text on the Screen? I guess you have ISDN PRIs, so on PBX you could run T3 command to see all incoming/outgoing calls.
t3 >> capturelog.log

for example.

To disable any user to mark a call as such on the mgr/users check their Phone Facility Category (1 for example) now go to mgr/Categories/Phone categories/1 > Review all

Then search for the feature Malicious Call and put on 0 value.

You may wanna like to download system documentation from this forum so you can search and check it too.

As for Released, well, as says, it is just a released call. As your carrier the ISDN traces for a call with such behavior, they will normally put a BER equipment in the middle between your PBX and their ISDN cable and run traces. Then you pick one "faulty" call and ask them to analyze. On the PBX the support team will need to do the same, again t3 command.

With those logs and a call you indicate on those logs we can tell what is sending the release command, at least which leg of the call.

[murraya]

hi Deea, sorry to you are being given what seems to be the run around. Unfortnulatly these types of issues quite often end up with a lot of finger pointing.
Cav is correct but as you say no real knowlege of this type of equipment I thought I would help expain.
1: the first thing you need to know is the type of lines from the teco.
POTS (normal analogue like delivered to houses0
ISDN (aussies call these onramps i think) there are 2 types basic rate (up to 2 calls), primary rate (up to 30 calls)
SIP ( newer internet delivered service)
2: if POTS it will be hareder to isolate so hopefully its either ISDN or SIP. if either of these then the quickest way to determine the fault is to get the service provider to set up traces.
3: now you have not stated the type of system, just phone types. it is most likly a office system but could be an enterprise, in any regards the traces can be done just the way differs so not really important here.

4: get the service provider to start the traces and capture to a file. as soon as the fault happens let them konw to stop the traces and review.
give the provider as much info as possible i.e. time, called number, caller number, extn. with this they shold be able to see the disconnnect message being either sent from the PABX or the Telco.
5: if its from the PABX get them to fix the issue
6: if its the Telco get the relivant trace information from your provider and give to Telstra and say fix it please. Telstra like most Telcos want proof before they spend any time on issues.

hope that helps.

[vad]

You want to turn off the malicious feature (you not want to see string Malicious ID or Traced in some language) - you need manage Phone feature COS - Suffixes/Malicious call=0 (may be External services/malicious call=0)

or your problem - external calls suddenly disconnected (incoming and outgoing) - you need check with "t3" trace - disconnect from PTT or from PABX, check system incidents etc.

[swinstu]

Is the system an Alcatel OXE or OXO? Perhaps a picture of the system may also help to identify.

What software release is it on if known?

How often is the problem experienced?

Sent from my SM-N910G using Tapatalk

[Deea]

Thank you, sadly I am completely ignorant of all of the acronyms that you've used but I will be able to use it to talk to our service provider and get them to do something about it.

Having something specific to ask them to do will help.

I was hoping that the 'released' issue would be a system one as well and we didn't have to deal with the endless torture of Telstra.

[Deea]

1: the first thing you need to know is the type of lines from the teco.
POTS (normal analogue like delivered to houses0
ISDN (aussies call these onramps i think) there are 2 types basic rate (up to 2 calls), primary rate (up to 30 calls)
SIP ( newer internet delivered service)
2: if POTS it will be hareder to isolate so hopefully its either ISDN or SIP. if either of these then the quickest way to determine the fault is to get the service provider to set up traces.
3: now you have not stated the type of system, just phone types. it is most likly a office system but could be an enterprise, in any regards the traces can be done just the way differs so not really important here.

4: get the service provider to start the traces and capture to a file. as soon as the fault happens let them konw to stop the traces and review.
give the provider as much info as possible i.e. time, called number, caller number, extn. with this they shold be able to see the disconnnect message being either sent from the PABX or the Telco.
5: if its from the PABX get them to fix the issue
6: if its the Telco get the relivant trace information from your provider and give to Telstra and say fix it please. Telstra like most Telcos want proof before they spend any time on issues.

hope that helps.

Thank you, that is a fantastic run down and one I can follow

1 - from what I understand we have an ISDN system. currently 19 handsets, we can make 13 or 14 call simultaneously before all lines are full.
2 - we have asked them to check all the lines but have never been offered a 'trace', hopefully this is a service they provide.
3 - I'm not sure what you mean by type of system. We are an office but I don't know the difference between an office or enterprise system
4-6 - brilliant, we will do this.

Thank you do much for this, it gives us a clear idea of what we can do.

Will this cover both the Malicious and Released issues or just one?

[Deea]

You want to turn off the malicious feature (you not want to see string Malicious ID or Traced in some language) - you need manage Phone feature COS - Suffixes/Malicious call=0 (may be External services/malicious call=0)

or your problem - external calls suddenly disconnected (incoming and outgoing) - you need check with "t3" trace - disconnect from PTT or from PABX, check system incidents etc.

Thank you, I'll get our service provider to do this

[Deea]

Is the system an Alcatel OXE or OXO? Perhaps a picture of the system may also help to identify.

What software release is it on if known?

How often is the problem experienced?

Sent from my SM-N910G using Tapatalk

I'm not sure, I would have to ask our service provider which one it is
I have no idea what software release it is on
It can be anything from a few times a day to one phone call having to be made 4 times.

[swinstu]

Perhaps post a picture of the system so it can be determined if it is an OmniPCX Enterprise (OXE) or OmniPCX Office (OXO)