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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