MCC 5500-Transmitting through unselect speakers

[Lady911]

I work in a call center that has approx 20 positions monitoring multiple radio channels as well as recording all phone conversations. We will select the channels we want to hear in our headsets and mute the channels we do not want to hear at all. The remaining channels will be heard in our "unselect' speakers. We have an intermittent problem where EVERYTHING that is said by one person will be heard through the unselect speaker at another position, whether or not they have keyed up or are on a phone call. These issues occur and resolve spontaneously - but the transmitting position is taken out of service for the duration, which is inconvenient at best.

Has anyone else had this issue and is there a solution besides just waiting for it to go away?

 

[rescue161]

Sounds like an intercom issue since it happens if they are not even transmitting. Is it the same console every time?

 

[Lady911]

It’s not. For example, a few weeks ago it was position 6 and position 8, which are adjacent to each other. Now it’s position 6 and position 20, which are across the room from each other. It’s not always position 6, either. Just recently it was position 3 and position 5. Although it usually resolves spontaneously and rather quickly, as of now we’ve had position 6 out of service for going on 3 days.

 

[rescue161]

I would open a work ticket with your vendor. I have only seen this happen with a bad intercom button, but it was on an MC2000. It ended up being that someone spilled a drink and the sticky residue caused the button to stick from time to time. I am not familiar enough with the MCC5500 to help further. I would be interested to find out the problem though.

 

[Project25_MASTR]

I saw something similar once due to consolettes getting stuck in scan but the symptoms aren't exactly similar.

 

[MTS2000des]

Sounds like cross mute isn't enabled/configured properly. I have 15 MCC7500s in my center, and spent quite a bit of time configuring cross mute so that a dispatcher at one position wouldn't be blasting through the unselect speakers of nearby consoles. You need to have whoever manages your consoles go into PM and look at the cross mute settings for each position and configure according to your needs.

 

[rescue161]

I though cross mute too, but she said that it happens even if they aren't keying the console. That's what lead me to believe that it may be something with the intercom.

 

[Lady911]

I though cross mute too, but she said that it happens even if they aren't keying the console. That's what lead me to believe that it may be something with the intercom.

I brought all the suggestions to our tech and he said he has explored all those avenues already. He is referring the issue with our radio service - as of now the transmitting position has been out of service for a week so it's not going away by itself.

IDK if this makes any difference, but I neglected to mention that the receiving position gets a quick, periodic "beep-beep" tone, which we have come to associate with this issue.

 

[Lady911]

I would open a work ticket with your vendor. I have only seen this happen with a bad intercom button, but it was on an MC2000. It ended up being that someone spilled a drink and the sticky residue caused the button to stick from time to time. I am not familiar enough with the MCC5500 to help further. I would be interested to find out the problem though.

I'll be sure to post whatever causation and solution we find. This has been frustrating us for YEARS!

 

[Tech21]

Does it happen only when only on a specific channel or does it happen on multiple? Most likely, the line levels on one or multiple channels are too hot. A TIMS needs to be put on the line at the punch block and line levels need adjusted with a constant 1000hz tone. An alert1 tone is sent from the console and the line level seen on the TIMS should be -10db. Anything below -10db is too low, anything above -10db is too hot. This should be done on all channels with a TIMS. The RX side also needs to be checked. The TIMS is used to feed a 1kzh tone to the radio and the service monitor should show a frequency modulation around 1.5khz. Another thing that could be done, is shut down and reboot 1 position at a time. While the position is shut down, The CES in the equipment room should also be rebooted. This will take down what ever channels are set up on that CES briefly while the CES is rebooted. If your vendor doesn't know what a TIMS is, find a new vendor.

 

[Tech21]

I'll be sure to post whatever causation and solution we find. This has been frustrating us for YEARS!

Has he changed the CAB board out on the suspected bad position?