IP2004 no sound in handset

[acgllc]

Greetings,

I have a client that works from her home.  Her employer provided her with a Nortel IP 2004 set.  Everything works fine with 2 exceptions.  We can not hear using the handset (replaced 3 times) and no sound when using a headset.  The phone has been replaced twice.  I have attempted to speak with the company's phone support folks and just get a run around.

My first question is this - Is there are way to "disable" the handset in the config either on the phone itself or on the backend at the system?  When I ask that to the phone techs I get a flat "there is not problem with the phone's configuration file".  Since I do not know if this is possible I dont know what specific settings to ask them to check on their end to verify this hasnt somehow been set.

Second question is - Does anyone know a good way to attach a GN1000 Remote Handset Lifter to stay attached to an NTDU92 phone?  Or does the NTDU92 support EHS?  I was able to able to get sound in the headset using the headset connection but after about 10 minutes that stopped working.

Client would really like to be able to use a headset with remote answer capabilities and other home agents are able to using the same equipment.  Currently she can only talk using the speakerphone.

I have double and triple checked all physical connections and am 99.9% sure all devices are connected properly and since even with everything disconnected except the handset, and I have no sound, I dont think the problem is on this end.

Thanks for your time.
Doug

[Michael McNamara]

Hi Doug and welcome to the forums.

I would not suspect the IP phone itself but the connectivity between the IP phone and the Call Server (Signaling Server and Media Gateways). You didn't mention anything about the connectivity... I would focus your efforts there.

There is no occasion where you can both hear and be heard, correct?

Cheers!

[acgllc]

Actually you can hear and be heard as long as you use the speakerphone.  It's only the handset that does work neither speaking or hearing but as I said earlier the phone has been replaced twice and the handset 3 times.

Thx Doug

[Michael McNamara]

Has the handset ever worked?

[acgllc]

No, tried 3 different handsets and 2 different phones with the same problem.  No sound in the handset.  Speakerphone works fine on both phones but client doesn't wish to use the speakerphone for every call.

Thx

[Michael McNamara]

Do you get dial-tone from the handset? Your not accidentally mixing the handset and headset jacks?

Short of those two suggestions I would ask your telecommunications department to review the TN configuration and make sure that the class of service is set to allow the handset configuration.

Cheers!

[acgllc]

The handset is plugged in the correct jack.  Do not get any dial tone in handset.  Is there a specific parameter I can ask them to check?  Like I said in the original post I'm not getting much help from the support folks.  From the amount of time they took to answer the question I could tell no one was actually checking the config.  Just a quick "There is nothing wrong with the config".

If you can tell me specifically what parameter to ask them to check I can ask that question and maybe someone will figure out the handset IS disabled in the config and the end user isnt an idiot :-)

Thx Doug

[Michael McNamara]

I'm not a telecom technician so I don't know all the options and classes of service available on a TN.

The easiest method to further the troubleshooting would be to return the IP handset to the telecom department, have them change the IP address on it and connect it to the network. If it works then there's some issue with the network (which I doubt given the information provided to date). If it doesn't work then they'll need to figure out the problem because it should work connected directly to their network.

Good Luck!

[acgllc]

Yep that is part of the problem also.  This user works remotely from home via VPN.  I dont think there is an issue with the VPN config as the speakerphone works fine but since she isnt onsite she cant just walk the phone down to the support department and have it checked.  Getting them to send out another phone that has been tested may not be the easiest thing to do since they do not feel there is a problem with this unit.

Thanks for the assistance.  If I do figure out what the issue is I will post a comment.  Who knows it may help someone else down the road.

Thx Doug