9 Replies Latest reply on Jan 15, 2014 12:06 PM by matt

    Intermittently unable to pick up calls on IP 650

    wellbridge New Member

      I have a location where we have 2 Polycom IP 650's set up in the same Operator Group that each display incoming calls.  These phones have been in service together for several months without issue.  Within the last couple of weeks, one of the phones (extension 100) has developed an issue where it will ring and display the call, but picking up the receiver or pressing the line button does not answer the call.  When this happens, the call can be picked up on the second phone (102).  There does not appear to be any pattern to this.  One day it will happen one time and the next day 6 times.

       

      I ran a debug and made several calls until this happened.  In reviewing the debug info, nothing stands out that would indicate what might be causing this.  The phone has been rebooted and the 7100 controlling the phones has been rebooted and the issue persists.

       

      Has anyone else run into an issue like this or does anyone have any ideas as to what might be causing the issue?

       

      Chris

        • Re: Intermittently unable to pick up calls on IP 650
          jayh Hall_of_Fame

          You say that nothing stands out on the debug.  Do you see a 200OK from the phone when it goes off-hook under debug sip stack messages?  Can you capture with wireshark and look at a ladder diagram?

           

          Does the phone continue to ring once the handset is lifted? 

            • Re: Intermittently unable to pick up calls on IP 650
              wellbridge New Member

              Jay,

               

               

               

              I didn’t do a debug sip stack, but it may be my next step.  I used a debug voice switchboard.  Whether they pick up the handset or use the soft key, nothing happens and they cannot pick up the call.

               

               

               

              I started going through the debug line by line, comparing a good call debug to a debug where this situations happens and I came across something.  The debug from the successful call shows the following:

               

                              15:15:17.550 SB.CALL 379 Delivering           Called the deliverResponse routine from Delivering

               

              15:15:17.550 SB.CALL 379 Delivering           Alert sent from 102 to 120

               

              15:15:17.550 SB.CALL 379 State change      >> Delivering->Alerting

               

              15:15:17.551 SB.CALL 377 Delivering           Called the deliverResponse routine from Delivering

               

              15:15:17.551 SB.CALL 377 Delivering           Alert sent from 120 to T01

               

              15:15:17.551 SB.CALL 377 State change      >> Delivering->Alerting

               

              15:15:17.669 SB.CALL 378 Delivering           Called the deliverResponse routine from Delivering

               

              15:15:17.669 SB.CALL 378 Delivering           Alert sent from 100 to 120

               

              15:15:17.669 SB.CALL 378 State change      >> Delivering->Alerting

               

              15:15:22.857 SB.CALL 378 Alerting             Called the connect routine

               

               

               

              A failed call shows  this:

               

                              14:13:08.792 SB.CALL 1189 Delivering           Called the deliverResponse routine from Delivering

               

              14:13:08.792 SB.CALL 1189 Delivering           Alert sent from 102 to 120

               

              14:13:08.793 SB.CALL 1189 State change      >> Delivering->Alerting

               

              14:13:08.793 SB.CALL 1187 Delivering           Called the deliverResponse routine from Delivering

               

              14:13:08.794 SB.CALL 1187 Delivering           Alert sent from 120 to T01

               

              14:13:08.794 SB.CALL 1187 State change      >> Delivering->Alerting

               

              14:13:21.648 SB.CALL 1189 Alerting             Called the connect routine

               

               

               

              In the good debug, an alert gets sent from 100 (The extension we are having issues with) to 120 (The Operator Group).  In the bad, there is no alert from 100, even though the phone is displaying an incoming call.  Might this be what is causing the problem and if so, what might I do to fix it?

               

               

               

               

               

              Chris

                • Re: Intermittently unable to pick up calls on IP 650
                  Employee

                  Chris,

                   

                  Were you ever able to resolve this?  If not, I would suggest defaulting the phone.  To do this power cycle it and immediately hold down 4,6,8, and * all at the same time while it boots up.  When it prompts you for a password enter 456.  The phone will then default and get reconfigured.  If that does not work, next I would recommend you try deleting the phone from the system and adding it back.  If the problem persists after trying both of those I would like to see the output of a debug sip stack messages, debug voice verbose, and debug isdn l2-formatted (if a PRI is used) all enabled at the same time along with the current configuration.  If you end up doing the debug you can upload it and the configuration to our FTP server with the instructions below.

                   

                  Open Internet Explorer web browser on their PC
                  Type the following URL:  ftp://ftp.adtran.com

                  Press the Alt key, click View, and then click Open FTP Site in Windows Explorer

                  Double-click the "Incoming" folder
                  Drag and drop files from PC into the Internet Explorer window

                  Reply to this post with the exact filenames used so we can retrieve the files


                  Thanks,

                  Matt