I have a 7100 and a Polycom phone. I followed the instructions in the admin guide to change the number of rings before voice mail picks up. It does not appear to make any difference. Any suggestions are appreciated.
The debug revealed the following call flow:
The call forward can be seen from the SIP 302 Moved Temporarily message in the debug:
22:56:33:774 SIP.STACK MSG Rx: UDP src=10.10.20.2:5060 dst=10.10.20.1:5060
22:56:33:774 SIP.STACK MSG SIP/2.0 302 Moved Temporarily
22:56:33:774 SIP.STACK MSG Via: SIP/2.0/UDP 10.10.20.1:5060;branch=z9hG4bK-2a9c4-a6727b6-2965b2f
22:56:33:775 SIP.STACK MSG From: "Cell Phone " <sip:XXXYYY6651@10.10.20.1:5060;transport=UDP>;tag=50dd4a8-a0a0a01-13c4-2a9c4-bce9102e-2a9c4
22:56:33:775 SIP.STACK MSG To: "Name Replaced" <sip:101@10.10.20.1:5060>;tag=E2D61690-BFAAC60D
22:56:33:775 SIP.STACK MSG CSeq: 1 INVITE
22:56:33:775 SIP.STACK MSG Call-ID: 514b2f0-a0a0a01-13c4-2a9c4-ddde8266-2a9c4@10.10.20.1
22:56:33:775 SIP.STACK MSG Contact: <sip:YYYZ3697@10.10.20.1>
22:56:33:775 SIP.STACK MSG User-Agent: PolycomSoundPointIP-SPIP_670-UA/3.1.3.0439
22:56:33:776 SIP.STACK MSG Accept-Language: en
22:56:33:776 SIP.STACK MSG Diversion: "Name Replaced" <sip:101@10.10.20.1:5060>;reason=no-answer
22:56:33:776 SIP.STACK MSG Content-Length: 0
If you go to the Polycom phone menu for extension 101 you can disable the call forward by going to Menu > Features > Forward > select No Answer > and select the Disable softkey. I would also recommend making sure no other call forwards are enabled on the phone besides the one for No Answer.
Thanks,
Matt
Just to confirm you went to Voice > User Accounts > selected the extension > clicked Edit > and then changed this on the call coverage tab? Can you reply with a screenshot for this extension?
Thanks,
Matt
Thanks for the confirmation. If you can supply the current configuration and the output from both a debug voice verbose as well as debug sip stack messages while the issue is recreated, I would be happy to troubleshoot further with you. You can submit them on our FTP server with the instructions below:
Open Internet Explorer web browser on their PC
Type the following URL: ftp://ftp.adtran.comPress 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 windowReply to this post with the exact filenames used so we can retrieve the files
Thanks,
Matt
I will be happy to provide you that information if you will tell me how to to do. I know how to telnet into the system and get to the enable prompt. If you could provide instructions from there I would appreciate it. I also have some more information that might help. No one can leave a voice mail for the user. When you dial her extension it rings twice and then beeps and disconnects. They have three polycom phones and from what I can tell they are all identical, the other two users have not complained of any problems. They also have several Adtran phones and they all work fine. I have uploaded the file config-*******-07-01-2013.cfg. I tried to change the name of the file after I uploaded it but I could not. After you read this post please edit this comment to remove the name of the file. It is extension 101 that is having the problem
Message was edited by: matt - edited filename as requested
Thanks for the information. I retrieved the configuration file and edited out the filename from your last post as you requested.
Here are the instructions to enable the debug:
Once you get into enable mode you need to enter the command debug sip stack messages and then separately debug voice verbose. These commands will generate a lot of output, especially if there is a lot of voice traffic. You should use a terminal program that will let you log directly to a file or make sure the scroll back buffer is set very high so you can catch all of the output. After you have recreated the issue you can turn off the debugs by entering the command undebug all or u a for short. Then copy and paste all of the debug output into a text document or pull the file the terminal program was logging directly to. As a best practice it is recommended to be ready to recreate the issue as soon as you enter the debug commands and turn off the debugs immediately after to minimize the length of the output. It also helps to collect the debug after hours or another time when there is minimal voice traffic, but that is not completely necessary.
If the debug does not shed any light I would be curious to see if rebooting makes a difference. If not you may want to try deleting and recreating this user and possibly upgrading the firmware.
Thanks,
Matt
I uploaded a file call Rglennputty with the debug files. I am also going to create another ticket about not being able to transfer from the Adtran phones. You already have the cfg file and the debug files. I will reference this ticket in the new one I create.
The debug revealed the following call flow:
The call forward can be seen from the SIP 302 Moved Temporarily message in the debug:
22:56:33:774 SIP.STACK MSG Rx: UDP src=10.10.20.2:5060 dst=10.10.20.1:5060
22:56:33:774 SIP.STACK MSG SIP/2.0 302 Moved Temporarily
22:56:33:774 SIP.STACK MSG Via: SIP/2.0/UDP 10.10.20.1:5060;branch=z9hG4bK-2a9c4-a6727b6-2965b2f
22:56:33:775 SIP.STACK MSG From: "Cell Phone " <sip:XXXYYY6651@10.10.20.1:5060;transport=UDP>;tag=50dd4a8-a0a0a01-13c4-2a9c4-bce9102e-2a9c4
22:56:33:775 SIP.STACK MSG To: "Name Replaced" <sip:101@10.10.20.1:5060>;tag=E2D61690-BFAAC60D
22:56:33:775 SIP.STACK MSG CSeq: 1 INVITE
22:56:33:775 SIP.STACK MSG Call-ID: 514b2f0-a0a0a01-13c4-2a9c4-ddde8266-2a9c4@10.10.20.1
22:56:33:775 SIP.STACK MSG Contact: <sip:YYYZ3697@10.10.20.1>
22:56:33:775 SIP.STACK MSG User-Agent: PolycomSoundPointIP-SPIP_670-UA/3.1.3.0439
22:56:33:776 SIP.STACK MSG Accept-Language: en
22:56:33:776 SIP.STACK MSG Diversion: "Name Replaced" <sip:101@10.10.20.1:5060>;reason=no-answer
22:56:33:776 SIP.STACK MSG Content-Length: 0
If you go to the Polycom phone menu for extension 101 you can disable the call forward by going to Menu > Features > Forward > select No Answer > and select the Disable softkey. I would also recommend making sure no other call forwards are enabled on the phone besides the one for No Answer.
Thanks,
Matt
Thank you very much I don't think I would have ever found that.
Glad to help. Let me know if that does not fix the issue.