We are running Netvanta ECS 5.0.1.7593 and I have 2 user phones that the system says are Always in use.
IE the BLF for those 2 lines are always on even when the phone is not in use.
I have rebooted the Phones and Reloaded the configs.
Does anybody have any idea's on how to fix this?
Phillip,
Thanks for the response and information. My guess is either the ECS is not sending proper notifications for those two phones, or it is and the phones are ignoring it. For us to troubleshoot the issue we would need to see a packet capture from the ECS in addition to the software log when this issue is present. I would suggest capturing this while one of the phones being monitored that is showing the wrong status makes a call and then hangs up. If you supply any information that is sensitive please send it to me in a private discussion (Create button at the top by selecting Discussion, click the link for Private Discussion, and enter matt in the Select People search box.).
Some other things that would be helpful to know:
Thanks,
Matt
pquade,
Just to make sure I have the situation correct: you have many different phones that have a BLF key to monitor these 2 particular phones, and all of the other phones doing the monitoring show these 2 phones as busy when they should not be. Let me know if I got any of the details wrong.
Here are some things that would be helpful to know:
We would likely need to see a packet capture of SIP traffic from the UC server in addition to the software log (c:\ADTRANLogs\) that correlate to a time when this happens.
Thanks,
Matt
pquade,
Did you get this issue resolved? If you still need assistance I would be happy to help, but will need the information from my last response.
Thanks,
Matt
Sorry I have been out of the office. No I am still having the issue. I have 1 phone monitoring about 15 other phones (but only 2 phones show the phone in use when it is not, the rest work just fine). The phones are all Polycom Soundpoint IP 670 with firmware 4.3.0.0246.
And no rebooting the phones does not change the BLF status, nor does rebooting the Receptionist phone which does the monitoring.
And no they are not behind a gateway. They are in the same office on the same subnet.
My next thought is to reboot the ECS server to see if that will fix the problem, but that has to be done on the weekend.
Thank you for any suggestions.
Philip
Phillip,
Thanks for the response and information. My guess is either the ECS is not sending proper notifications for those two phones, or it is and the phones are ignoring it. For us to troubleshoot the issue we would need to see a packet capture from the ECS in addition to the software log when this issue is present. I would suggest capturing this while one of the phones being monitored that is showing the wrong status makes a call and then hangs up. If you supply any information that is sensitive please send it to me in a private discussion (Create button at the top by selecting Discussion, click the link for Private Discussion, and enter matt in the Select People search box.).
Some other things that would be helpful to know:
Thanks,
Matt
Phillip,
If you still are having trouble with this I would be happy to continue troubleshooting with you. I will need the information requested from my last post.
Thanks,
Matt