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Knowledge Base

Cannot make incoming call and outgoing call

Publication Date:  2019-07-04  |   Views:  1581  |   Downloads:  0  |   Author:  n84016795  |   Document ID:  EKB1000085513

Contents

Issue Description

The customer cannot make call in and call out from store using new number since the first day install huawei router.When call in, it is ringing, but nobody pickup or the number you dial is busy message.

Device: AR169

Version: V200R005C32

Handling Process

Step 1.  Call the store number, it is ringing, but nobody pickup or the number you dial is busy message, check whether phone got connect to AR. 

Step 2.  If cannot call through and you heard message like “cannot be reach “ or “line fraud“, try ping their IP address, if ping failed, main line or 3G down.

Step 3.  If can ping, telnet in to check follow the method as below:

Problem Checking Method

1. To check whether the router got voice license, use command “Display License “in router.

  
A) If result like below , it mean got license

Active License on master board: flash:/LICAR160all_20150112ARJA60.dat
Active license    : flash:/LICAR160all_20150112ARJA60.dat
License state    : Normal
Revoke ticket   : No ticket

......

B) If result like below, it means no license or wrong license file.

Info: License activated does not exist on master board.

Next step Check license file got load in the router. use command dir  , license file usually start with LICARxxxxxxxxx.DAT    

Directory of flash:/ 
Idx  Attr     Size(Byte)  Date        Time(LMT)  FileName
0  -rw-    110,681,856  Oct 13 2014 22:56:42   AR160-V200R005C30SPC100.cc
1  -rw-        304,700  Jan 16 2015 12:28:30   sacrule.dat
2  -rw-         19,144  Apr 05 2015 22:55:45   mon_file.txt
3  drw-              -  Dec 07 2014 17:57:08   update
4  drw-              -  Dec 07 2014 17:57:52   dhcp
5  drw-              -  Dec 07 2014 17:58:00   security
6  -rw-            791  Jan 16 2015 12:29:30   default_local.cer
7  -rw-          3,508  May 11 2015 10:42:49   vrpcfg.zip
8  drw-              -  Dec 07 2014 17:58:24   logfile
9  -rw-          1,260  Dec 07 2014 17:59:44   rsa_host_key.efs
10  -rw-            540  Dec 07 2014 17:59:46   rsa_server_key.efs
11  -rw-    110,981,504  Jan 16 2015 12:36:30   ar160-v200r005c32.cc
12  -rw-          1,660  Jan 20 2015 15:00:48   licar160all_20150120bagx60.dat
13  -rw-            441  May 11 2015 10:42:50   private-data.txt

If license file don’t have in router, then is no license file. If license file exist, try activated the license file. Use command “ license active license-filename  

<ST895>license active licar160all_20150120bagx60.dat

Info: The License is being activated. Please wait for a moment.
Info: License File with ESN or Version mismatch cannot be activated repetitively.
Info: GTL verify license failed, change an authentic license please


This result shows that this is a wrong license file.

To check whether phone got connect to router. use command “ sys “ , thendis voice port fxs 0/0/3

Default is using 0/0/3, try check other port , use the same command to check 0/0/0 , 0/0/1 and 0/0/2.

A) If show result below, then phone is not connect

Port FXS config: 0/0/3
Reverse pole pulse level(ms)  : 100
Line lock                  : Enable
NLP mode                 : NLP normal mode
Current(mA)               : 20mA steady current
Impedance                 : 600 Ohm interface
Send gain                  : 0dB
Receive gain               : -7dB
Actual send gain             :Actual receive gain           : 


Actual send gain / Actual receive gain is blank , phone not connect to AR.

B) If Actual send gain / Actual receive gain got value then phone is connect.

[ST1958]dis voice port fxs 0/0/3
Port FXS config: 0/0/3
Reverse pole pulse level(ms)  : 100
Line lock                  : Enable
NLP mode                 : NLP normal mode
Current(mA)               : 20mA steady current
Impedance                 : 600 Ohm interface
Send gain                  : 0dB
Receive gain                : -7dB
Actual send gain             : 0dB
Actual receive gain           : -7dB

Actual send gain / Actual receive gain got value , phone is connected to AR         

3. Check VOIP config in the router, make sure the IP address and Extension number is correct .

Use “display current “ , check the config in voice portion.

voice
voip-address signalling interface Vlanif 1 10.x.x.x  <= same like ip  int Vlanif1
voip-address media interface Vlanif 1 10.x.x.x    <= same like ip  int Vlanif1
local-digitmap scc type scc ExxFx.E
local-digitmap scc append ExxFx.L
local-digitmap scc append ExFx.E
local-digitmap scc append ExFx.L
local-digitmap scc append FxEx.F
local-digitmap scc append E3xF          
local-digitmap scc append Fx.
local-digitmap normal type normal x.F
local-digitmap normal append [0-9].S
local-digitmap emergency type emergency 999
#

sipag 1
signalling-addr 10.x.x.x 5060                <= same like ip  int Vlanif1
media-addr 10.x.x.x                             <= same like ip  int Vlanif1
primary-proxy-addr static 10.x.x.x 5060        <= espace PBX ip
home-domain huawei.com
profile 0
subscribe ua-profile disable
user-defined-profile codec-priority 2 18 20
user-defined-profile codec-priority 3 4 20
#

sipaguser 1 port 0/0/3
base-telno 11280    <= store Extension number
agid 1
#

sipservicedata 1 11280     <= store Extension number
service-right cw enable
service-right call-diversion enable

Root Cause

Cable is connected to wrong device or port.

Solution

After check the configuration and logs information, ask customer about cable connection and check the cable to connect properly to router. After connect the cable to correct port of router, customer success to make call in and call out.

Suggestions

For Voip phone cannot call issue, probably caused by:

1. main line down / VPN down / 3G not stable 

2. AR having  wrong license file or do not have license file at all.

3.customer do not connect the phone to AR / or connect wrong port.

4. wrong AR configuration . 

Suggestion is to follow the method as above handling process.