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AR couldn't handle the incoming call, but outgoing call is ok

Publication Date:  2015-03-22 Views:  836 Downloads:  0

Issue Description

customer use our AR1220 to work with third-party PBX, and AR is PBX itself.the outgoing call from AR sip user to remote extension(under third-party device) is ok, but AR don't response the incoming call from remote even AR have received the incoming signaling. 

the topology is as following.

issue description:

phone c register to AR (, phone A and B  belong to remote site TSP. there is a SIP trunk between TSP sit(93.*.*.34) and AR(10.*.*.5).

C make an outgoing call  to A or B, work ok.

A make an incoming call to C, call fail.

Alarm Information

incoming call to AR fail

Handling Process

  1. we request our customer to supply the configuration file of AR, the AR log or network packets from AR.
  2. we suggest our customer to reporduce a sucessful outgoing call and a fail incoming call.
  3. after we get the information we need. we check the network packets first.
  4. the success outgoing call is like this:
  5. the fail incoming call to AR is as following:
  6. we found the src prot is not 5060 under incoming call scenario.
  7. we check the configuration file again, we make sure that the peer prot is 5060.
  8. besides, we found customer need to add some new prefix for callroute TO-TSP. they only have one call prefix 9 for callrount TO-TSP now.
  9. If they want to make a call from TSP to AR1220, as you've done, 89***72 make an incoming call to 49***552, because the caller number begin with digital 4, so they add a call prefix 4 at least, and this prefix 4 should be for call rount TO-TSP.

Root Cause

  1. the incoming call with a wrong peer port(5061, different with the peer port defined in configuration file)
  2. there is no corresponding call prefix in AR.


  1. suggest customer to check the peer device, and make sure the incoming call with a right port.
  2. suggest customer to add a prefix for incoming call.