Thank you to everyone who responded.
I spent most of the day yesterday researching this. I think the
problem is related to implementation of "early media" and SIP Code
183 messaging. We are not using SIP trunks; we are interfacing with
the PSTN via a Level 3 (formerly Time-Warner Telecom) PRI. I think
there is/are a configuration issue(s) related to this messaging
somewhere either in the Level 3 service, the Patton gateway, the 3CX
VoIP software, and/or the YeaLink phones.
This vendor lowballed the bid because, in part, they were not highly
experienced in this type of work. They're a white-box computer and IT
administrative services vendor who only recently got into phone
systems. Ours is, by a few orders of magnitude, the largest phone
installation they've ever done, and they had only done a literal
handful before us. We trusted them because they've been very good on
strictly computer stuff. Their management is failing to accept that
this is different: They did not sell us a server, software, switches
and phones, separately. They sold us a phone *system*, and they are
responsible for all aspects of the system functioning properly.
Digital phone systems are also computers, and some of them, including
the one we just replaced, also have separate hardware and software
components. The fact that VoIP PBX software can run on a Windows
computer does not, IMO, change the "business model" with regard to
the sale of phone systems in any respect. A digital PBX vendor would
immediately accept responsibility for failing to deliver a
properly-configured system and fix it, for no charge.
I suspect that a more experienced provider would understand this
problem and would not have had much difficulty in getting the
configuration(s) done correctly. This vendor, due to inexperience,
underbid the installation labor cost, and underestimated the
difficulty of properly configuring our system, and is now trying to
recoup its losses.
I sympathize with them, but I am not going to pay them to learn how
to design and install phone systems properly.
Ken Dibble
www.stic-cil.org
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