Intermittently unable to pick up calls on IP 650

[Anonymous]

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

[jayh]

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? 

[Anonymous]

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

[Anonymous · Accepted solution]

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

[Anonymous]

Matt, We are still seeing the issue. I will try your suggestions and let you know what I come up with. Thanks for the follow up.

Message was edited by: matt - removed personal contact info

[jayh]

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? 

Also look at the physical layer on the phone and its switch port for duplex mismatch and/or errors.  When the phone is in use is the voice quality good? 

[Anonymous]

Chris,

Were you able to resolve this?  If not, I would be happy to continue working with you on this, but will need all of the information requested in my last post and confirmation that you tried both factory defaulting the phone and deleting/recreating it.

Thanks,

Matt

[Anonymous]

Matt,

Sorry for the lack of response. I am having trouble getting the onsite contacts to work with me.

As of last week, they were going to try the factory reset and let me know if the issue persisted. I have not heard back yet if they were able to reset the phone and if so, did the issue stop. I am working on making contact with them and will let you know what they come up with.

Chris

[Anonymous]

Matt,

The phone was reset, but the location indicated the issue was still happening, so I went ahead with the debugs you suggested.  I debugged for 12 hours over 3 days and never had the issue happen, so I have to assume that the reset fixed the problem.

Thanks for your help.

[Anonymous]

Thanks for the update Chris.