ACTION LINE: Hill phone service problems

ACTION LINE: Hill phone service problems

Q: I’ve been experiencing a problem with my work phone for the last two months. Intermittently, the distant end transmit becomes garbled, forcing me to hang up and re-establish the call. The problem happens anywhere from one to four times daily on both on-base and off-base calls. This is evidently a base-wide problem and has been very disruptive and annoying. How much longer is it going to take to fix the problem? Thanks for your help.

A: Currently, no solution has been identified to fix the garbled-voice problem. Hill AFB’s network and voice infrastructure were selected to participate in a DISA pilot program involving a major upgrade to our outdated VoIP call manager equipment and plain old telephone system. 

The communication squadron continues to work with Cisco engineers and the DISA program managers to capture garbled-voice calls, and troubleshoot and diagnose the voice traffic. To capture this traffic, technicians must set up hardware on both ends of the call to analyze the data, and without regular occurrences to track, it makes it very difficult to troubleshoot. 

We know that some users experience this problem regularly while others have yet to report this problem. Impacted users experiencing this issue with daily occurrences should contact Lola New, 75 ABW/SCOIN, at 801-777-1940.

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