Last updated 01/09/09

Problem experienced by Description Resolution

Eastleigh BC Call Logging formats not correct after migration to TSE 3.2 This is a case of not being aware that the output format is different as standard. It should be the partner responsibility with the vendor to ensure all 3rd party equipment remains compatible. We recommend that the partners bring a compatability check into the pre-implementation preparation.

Cardiff & Vale IP console lock ups on TSE Upgrade to latest patch pack is advised after successful trial completed at Doncaster and Bassett NHS

LancsCC Using a RadMux for system links has been causing some remote lim crashes because of syncronisation problems.
Aastra indicate they believe that the problem is configuration of the RadMux , this has been identified previously.

Advice ... seek confirmation on configuration from service provider, if they do not know then refer them to Aastra.

General Intermittent problems with analogue extns using the ELU34 card. Symptoms ... lock ups of various types normally requiring extns to be moved around or card restarted.
A various range of prom varients have been implemented over time, Aastra confident the latest release will prove successful

(ongoing monitoring for feedback post upgrades)

TSE Users On someTSE customers they have echo problems reported. This is indicated to be caused by the old lossy analogue lines but withstanding that it is something that needed addressing
Echo problem is resolved in latest SP being installed 3.2

(ongoing monitoring for feedback post upgrades)

General The period available to purchase additional licenses. A number of users with Solidus call / contact centre installations have reported short timescales for purchasing additional licenses. This was taken up in the last user group and the following mixed messages were received.
Solidus is a particular culprit and especially the last 1.5 yrs where the release has jumped from vers 4 to 5 to finally 6. According to the Aastra management they are more flexible when it comes to license purchasing that Ericsson had previously been. The Solidus manager who presented indicated they could be flexible.

This is far too woolly and our suggestion is that the user group attempts to forces a minimum 2 yr window to purchase an additional user license (that is 2 yrs from purchase of legitimate license..

Britannia BS MOH quality poor when listening from a mobile GSM handset.
Not a PBX problem in all probability. The most likely cause of this is that your telephone calls go through a uncontrolled public network optimised for speech (compressed in other words), the degredation of quality may not be evident in an ordinary call however a music source is another matter. Music will use a greater bandwidth and it will be noticably poorer if the end to end transmission path is heavily compressed. No guarantees, it will be perhaps fine for some and a poor experience for others.

The reality is that today you cannot control the transmission paths in the public / mobile networks. That is a viewpoint, as we have not investigated the problem directly, if anyone knows better then let us know?
Advice in the meantime... use voice message where possible with low music background.

Kirklees Council re:IP adaptor
DRG media adaptor (IP to AL) unit is not working at Kirklees for Fax machines and no transfer function on analogue phone.

The main issue remains the use of DECT phones (which are to the PBX analogue devices) that are frequently installed by clients. Implementing IP still requires these units to work. Whilst making and answering calls are fine the ability to make enquiry and transfer is lacking.

The feedback indicates that the DRG22 unit does not support recall facilities on BC13. There is a potential work around but it will mean additional cost (using back to back trunks configured in the Lim). There are two variants of the DRG 22 and the 22i. The former can potentially provide the feature on BC13 whilst the latter can provide the feature if you have MX-ONE TS.

At least now the service provider should know all about what a DRG can and cannot do so advice given in future should be accurate.

Kirklees Council re: Data Backup copy. Upgrade activity put at risk when data back up was found to be faulty. Whilst the upgrade was successful, the faulty backup data disks would have meant going back would not have been possible. Problem initially caused by access problems to two sites stopping normal upgrade. Response from service provider inadequate. Although HDU did not work on site they did work in office afterward. Still to be explained to customers satisfaction.

Bird and Bird Titan MOH machines proving very unreliable. 3 units have failed after relatively short periods of service.
Mixed messages seem to be received about reliability of the Titan unit. Because it is basically a CD player it has mechanical movement and according to a reputable distributor of MOH devices they will tend to have a lifecycle of approximately 18 months.

The recommendation is you choose a solid state device. We spoke to a company called Teleacoustics who suggest a alternative see link http://www.teleacoustics.co.uk/sal_bach300i.htm with a RRP of approximately £160.

AEGON use a unit called Mozart but that is probably a bit over the top for the average business. Teleacoustics stock both units.

Whilst we cannot identify if the Bach300i machine is used on MD110 the distributor indicates that the interfaces are completely standard and should not cause a problem. Your service provider should assist and you should definately question any recommendation for the Titan machine if you want extended reliability.

Advice from Ericsson who had noticed a high level of returns of phone models reported faulty.

Reported by various customers.
4222 and 4223 digital phone reported as non-responsive.
Identified to be more prevalent on phones produced after July 2006. Component batch identified as being the cause and fix applied in new phones from week 25 onwards.
If you get any problems they should be replaced under a swap warranty.
NOTE: If you are buying from the grey market then make sure these phones are at least tested, also check the production dates and insist there is a warranty.

We would expect your service provider should screen the phones supplied, if you purchase through them, to ensure no faulty units are sent to their clients.

Euroclear Latest IP 4425 phones do not appear to work with the Cisco 3550 unit. Problem is associated with POE compliance. Change to the Cisco 3750 and this is not an issue.
Problem is identified to be with the Cisco 3550 which is not 802.af compliant.
The IP 4425 v2 is fully compliant with the POE standards. Older versions of 4425 will work with the 3550 unit as it does not request POE support.
Solution is replace the Cisco 3550 unit if you want POE compliance or use older phones.

Disaster Recovery licensing for core applications DNA/Solidus.

Various reports
A number of users are unable to get an answer regarding licensing of applications for use in a DR situation. Ericsson provide a 85% discount on licences for use in DR configurations. The service partner should advise their customers when requested.

Leeds City Council Problems experienced with the group switch on upgrading to latest release causing upgrade to fail.
Ericsson identified the problem to be associated with the very old group switch hardware that was installed at Leeds being unable to cope with the increased signalling load. This was a very rare instance and Ericsson suggest that the service partners should always be picking up these issues through their pre-upgrade audit exercise. This problem should not not occur again.

NOTE: Make sure an audit of h'ware is provided.

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Problem experienced by	Description	Resolution
Eastleigh BC	Call Logging formats not correct after migration to TSE 3.2	This is a case of not being aware that the output format is different as standard. It should be the partner responsibility with the vendor to ensure all 3rd party equipment remains compatible. We recommend that the partners bring a compatability check into the pre-implementation preparation.
Cardiff & Vale	IP console lock ups on TSE	Upgrade to latest patch pack is advised after successful trial completed at Doncaster and Bassett NHS
LancsCC	Using a RadMux for system links has been causing some remote lim crashes because of syncronisation problems.	Aastra indicate they believe that the problem is configuration of the RadMux , this has been identified previously. Advice ... seek confirmation on configuration from service provider, if they do not know then refer them to Aastra.
General	Intermittent problems with analogue extns using the ELU34 card. Symptoms ... lock ups of various types normally requiring extns to be moved around or card restarted.	A various range of prom varients have been implemented over time, Aastra confident the latest release will prove successful (ongoing monitoring for feedback post upgrades)
TSE Users	On someTSE customers they have echo problems reported. This is indicated to be caused by the old lossy analogue lines but withstanding that it is something that needed addressing	Echo problem is resolved in latest SP being installed 3.2 (ongoing monitoring for feedback post upgrades)
General	The period available to purchase additional licenses. A number of users with Solidus call / contact centre installations have reported short timescales for purchasing additional licenses. This was taken up in the last user group and the following mixed messages were received.	Solidus is a particular culprit and especially the last 1.5 yrs where the release has jumped from vers 4 to 5 to finally 6. According to the Aastra management they are more flexible when it comes to license purchasing that Ericsson had previously been. The Solidus manager who presented indicated they could be flexible. This is far too woolly and our suggestion is that the user group attempts to forces a minimum 2 yr window to purchase an additional user license (that is 2 yrs from purchase of legitimate license..
Britannia BS	MOH quality poor when listening from a mobile GSM handset.	Not a PBX problem in all probability. The most likely cause of this is that your telephone calls go through a uncontrolled public network optimised for speech (compressed in other words), the degredation of quality may not be evident in an ordinary call however a music source is another matter. Music will use a greater bandwidth and it will be noticably poorer if the end to end transmission path is heavily compressed. No guarantees, it will be perhaps fine for some and a poor experience for others. The reality is that today you cannot control the transmission paths in the public / mobile networks. That is a viewpoint, as we have not investigated the problem directly, if anyone knows better then let us know? Advice in the meantime... use voice message where possible with low music background.
Kirklees Council re:IP adaptor	DRG media adaptor (IP to AL) unit is not working at Kirklees for Fax machines and no transfer function on analogue phone. The main issue remains the use of DECT phones (which are to the PBX analogue devices) that are frequently installed by clients. Implementing IP still requires these units to work. Whilst making and answering calls are fine the ability to make enquiry and transfer is lacking.	The feedback indicates that the DRG22 unit does not support recall facilities on BC13. There is a potential work around but it will mean additional cost (using back to back trunks configured in the Lim). There are two variants of the DRG 22 and the 22i. The former can potentially provide the feature on BC13 whilst the latter can provide the feature if you have MX-ONE TS. At least now the service provider should know all about what a DRG can and cannot do so advice given in future should be accurate.
Kirklees Council re: Data Backup copy.	Upgrade activity put at risk when data back up was found to be faulty. Whilst the upgrade was successful, the faulty backup data disks would have meant going back would not have been possible. Problem initially caused by access problems to two sites stopping normal upgrade.	Response from service provider inadequate. Although HDU did not work on site they did work in office afterward. Still to be explained to customers satisfaction.
Bird and Bird	Titan MOH machines proving very unreliable. 3 units have failed after relatively short periods of service.	Mixed messages seem to be received about reliability of the Titan unit. Because it is basically a CD player it has mechanical movement and according to a reputable distributor of MOH devices they will tend to have a lifecycle of approximately 18 months. The recommendation is you choose a solid state device. We spoke to a company called Teleacoustics who suggest a alternative see link http://www.teleacoustics.co.uk/sal_bach300i.htm with a RRP of approximately £160. AEGON use a unit called Mozart but that is probably a bit over the top for the average business. Teleacoustics stock both units. Whilst we cannot identify if the Bach300i machine is used on MD110 the distributor indicates that the interfaces are completely standard and should not cause a problem. Your service provider should assist and you should definately question any recommendation for the Titan machine if you want extended reliability.
Advice from Ericsson who had noticed a high level of returns of phone models reported faulty. Reported by various customers.	4222 and 4223 digital phone reported as non-responsive.	Identified to be more prevalent on phones produced after July 2006. Component batch identified as being the cause and fix applied in new phones from week 25 onwards. If you get any problems they should be replaced under a swap warranty. NOTE: If you are buying from the grey market then make sure these phones are at least tested, also check the production dates and insist there is a warranty. We would expect your service provider should screen the phones supplied, if you purchase through them, to ensure no faulty units are sent to their clients.
Euroclear	Latest IP 4425 phones do not appear to work with the Cisco 3550 unit. Problem is associated with POE compliance. Change to the Cisco 3750 and this is not an issue.	Problem is identified to be with the Cisco 3550 which is not 802.af compliant. The IP 4425 v2 is fully compliant with the POE standards. Older versions of 4425 will work with the 3550 unit as it does not request POE support. Solution is replace the Cisco 3550 unit if you want POE compliance or use older phones.
Disaster Recovery licensing for core applications DNA/Solidus. Various reports	A number of users are unable to get an answer regarding licensing of applications for use in a DR situation.	Ericsson provide a 85% discount on licences for use in DR configurations. The service partner should advise their customers when requested.
Leeds City Council	Problems experienced with the group switch on upgrading to latest release causing upgrade to fail.	Ericsson identified the problem to be associated with the very old group switch hardware that was installed at Leeds being unable to cope with the increased signalling load. This was a very rare instance and Ericsson suggest that the service partners should always be picking up these issues through their pre-upgrade audit exercise. This problem should not not occur again. NOTE: Make sure an audit of h'ware is provided.

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