Failure to Make Intra-Office Calls

Publication Date:  2015-06-29 Views:  242 Downloads:  0
Issue Description
Agents fail to make intra-office calls to each other.
Handling Process
1. If the IP phone or iAgent is used, verify that the IP phone or iAgent and the SIP server can ping each other. If the POTS phone is used, verify that the IAD to which the POTS phone is connected and the SIP server can ping each other.
2. Verify that the phone is successfully registered with the SIP server.
− iAgent: If you can log in to the iAgent using a phone number, the iAgent is successfully registered with the SIP server.
− eSpace 7900/7800 series IP phones and POTS phones: If you can hear the local phone number after dialing *125#, the phone is successfully registered with the SIP server.
If the phone fails to be registered with the SIP server, verify that the device ID/account and phone number have been configured on the SIP server.
− If the U2980 or U2990 is used, run the LST MMTE: command to check the device ID/account and run the LST MSBR: command to check the phone number.
If the device ID/account and phone number are not configured, run the ADB MMTE: and ADB MSBR: commands to respectively configure them.
− If the UAP3300 is used, run the show sipue command to check the device ID/account and run the show subscriber command to check the phone number.
If the device ID/account and phone number are not configured, run the config add sipue and config add subscriber commands to respectively configure them.
3. Verify that the intra-office prefix has been configured on the SIP server.
− If the U2980 or U2990 is used, run the LST CNACLD: CSTP=BASE; command.
If the command output meets the following requirements, the intra-office prefix has been configured:
− The same starting digit or first few digits (for example, 3) exist for all intra-office numbers.
− The value of Service attribute is Local.
If the intra-office prefix does not exist or is incorrectly configured, run the ADD CHACLD or MOD CNACLD command to configure it.
− If the UAP3300 is used, run the show prefix command.
If the command output meets the following requirements, the intra-office prefix has been configured:
− The same starting digit or first few digits (for example, 3) exist for all intra-office numbers.
− The value of CallCategory is basic.
− The value of CallAttribute is inter.
If the intra-office prefix does not exist or is incorrectly configured, run the config add prefix or config modify prefix command to configure it.
4. If the fault still persists, obtain help through the channels described in Help Channels.
Root Cause
 Network exceptions occur.
 The phone is not successfully registered with the Session Initiation Protocol (SIP) server.
In the eSpace CC solution, the unified gateway functions as the SIP server.
 The intra-office prefix is not configured on the SIP server.
The intra-office prefix indicates the starting digit or the first few digits shared by all intra-office numbers.

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