UPDATE: 07-Jul 19, 2012 @ 18:15
We have implemented a temporary work-around while Cisco and AT&T technicians get their act together. The work-around results in all inbound and outbound calls working normally, including calls to 911. However, our total simultaneous call capacity is about 50% of normal. That should hold us through till tomorrow morning when we hope that the outside technical support people can work together on this.
UPDATE: 07-Jul 19, 2012 @ 12:00
Kevin and Jamie continue to work with AT&T support as well as Cisco support to get the issues resolved. We think we’re getting closer, but no new ETAs at this point.
UPDATE: 07-Jul 18, 2012 @ 16:00
Cisco technical support people have just completed their review of the configuration and log output of the new equipment and have told us that everything looks normal. Their recommendation to us is to contact the telco (AT&T) and ensure that their line settings match our switch settings. It is important to note that due to the extreme age of the failed system, the same configuration cannot be copied directly over to the replacement switches as the new hardware is more advanced and not fully backwards compatible with the very old version we have been using.
Calls to 911 are also affected by this issue. Outbound calls to 911 do ring the Sangamon County dispatch, but voice is not present. Other information embedded in the call does let them know the location the call came from, and the dispatch center will contact the campus police department for any calls they receive with this information. Campus police are also aware of the issue.
We are working on contacting AT&T technical support now.
Last night one of our old Cisco 6503 voice trunks failed. This cut down on the number of calls we can place in or out. We already have the new hardware in place, I am finishing up moving the voice trunks over. The ticket office is also experiencing strange issues.
(Jul 18, 2012 @ 10:00)