Avaya IP Office - Unable to call specific number

[mike Wazowski]

I'm going to start this off by saying I have a fairly basic understanding of Avaya IPO.

We currently have a strange issue where when we attempt to call a specific mobile number the phone immediately states "Number Busy". We've confirmed the number isn't busy and can call it from another phone system or from my personal mobile for example and it's fine.

We've checked with the owner of the phone number and they have said that they aren't blocking our number on their mobile and have even put their SIM into another mobile to test. And have spoken with their provider to check there wasn't anything set there to block our number either.

I've attempted to change the outgoing SIP on an extension so that the call appears to be coming from a different number, to try and prove that the end user is blocking our number in a way that they're unaware of, but the same error occurs. Which has convinced me this is a configuration problem on our end.

The mobile number starts with "073" which at first I thought was odd as I wasn't aware UK numbers could start with that, but after a quick search I've found that has been the case since 2014!

I performed a trace on the call which is below (with majority of the phone number removed for privacy reasons):

04/10/24 13:34:28-632ms Line = 17, Channel = 2, SIP Message = Invite, Call Ref = 11370, Direction = From Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153
04/10/24 13:34:28-645ms Line = 17, Channel = 2, SIP Message = Response, Call Ref = 11370, Direction = To Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153, Response = 100 Trying
04/10/24 13:34:29-104ms Line = 17, Channel = 2, SIP Message = Response, Call Ref = 11370, Direction = To Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153, Response = 486 Busy Here
04/10/24 13:34:29-106ms Line = 17, Channel = 2, SIP Message = Ack, Call Ref = 11370, Direction = From Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153

Our version of IPO is 11.0.4.8.0 build 17

Any help or guidance would be much appreciated.

 

[Ekster]

Speak to your SIP provider, they are sending the "486 Busy Here" response, they will have to let you know why, assuming the number is valid and not busy.

 

[john3voltas]

That's most surely nothing to do with your system or it's set up.
If you receive a 486 then it's either your SP or the B-end SP. One of them has some explaining to do.
Or...as Dr. House always said, "everybody lies".

 

[Travis Harper]

I'm going to start this off by saying I have a fairly basic understanding of Avaya IPO.

We currently have a strange issue where when we attempt to call a specific mobile number the phone immediately states "Number Busy". We've confirmed the number isn't busy and can call it from another phone system or from my personal mobile for example and it's fine.

We've checked with the owner of the phone number and they have said that they aren't blocking our number on their mobile and have even put their SIM into another mobile to test. And have spoken with their provider to check there wasn't anything set there to block our number either.

I've attempted to change the outgoing SIP on an extension so that the call appears to be coming from a different number, to try and prove that the end user is blocking our number in a way that they're unaware of, but the same error occurs. Which has convinced me this is a configuration problem on our end.

The mobile number starts with "073" which at first I thought was odd as I wasn't aware UK numbers could start with that, but after a quick search I've found that has been the case since 2014!

I performed a trace on the call which is below (with majority of the phone number removed for privacy reasons):

04/10/24 13:34:28-632ms Line = 17, Channel = 2, SIP Message = Invite, Call Ref = 11370, Direction = From Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153
04/10/24 13:34:28-645ms Line = 17, Channel = 2, SIP Message = Response, Call Ref = 11370, Direction = To Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153, Response = 100 Trying
04/10/24 13:34:29-104ms Line = 17, Channel = 2, SIP Message = Response, Call Ref = 11370, Direction = To Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153, Response = 486 Busy Here
04/10/24 13:34:29-106ms Line = 17, Channel = 2, SIP Message = Ack, Call Ref = 11370, Direction = From Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153

Our version of IPO is 11.0.4.8.0 build 17

Any help or guidance would be much appreciated.

Can you dial any other numbers that start with 073? If not, you could be missing an ARS entry. Also check to see if you have a short code that starts with 07, 073, that might catching those digits and performing some other action.

 

[john3voltas]

Travis is right here.
I misread your first post @mike Wazowski .
Your trace was on the extension, not on the trunk.
Actually, you should be grabbing a trace from Monitor application, not from SSA.
The 486 comes from your 238 extension, not from the SP.
Sorry for my previous post.
Cheers

 

[Travis Harper]

I'm going to start this off by saying I have a fairly basic understanding of Avaya IPO.

We currently have a strange issue where when we attempt to call a specific mobile number the phone immediately states "Number Busy". We've confirmed the number isn't busy and can call it from another phone system or from my personal mobile for example and it's fine.

We've checked with the owner of the phone number and they have said that they aren't blocking our number on their mobile and have even put their SIM into another mobile to test. And have spoken with their provider to check there wasn't anything set there to block our number either.

I've attempted to change the outgoing SIP on an extension so that the call appears to be coming from a different number, to try and prove that the end user is blocking our number in a way that they're unaware of, but the same error occurs. Which has convinced me this is a configuration problem on our end.

The mobile number starts with "073" which at first I thought was odd as I wasn't aware UK numbers could start with that, but after a quick search I've found that has been the case since 2014!

I performed a trace on the call which is below (with majority of the phone number removed for privacy reasons):

04/10/24 13:34:28-632ms Line = 17, Channel = 2, SIP Message = Invite, Call Ref = 11370, Direction = From Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153
04/10/24 13:34:28-645ms Line = 17, Channel = 2, SIP Message = Response, Call Ref = 11370, Direction = To Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153, Response = 100 Trying
04/10/24 13:34:29-104ms Line = 17, Channel = 2, SIP Message = Response, Call Ref = 11370, Direction = To Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153, Response = 486 Busy Here
04/10/24 13:34:29-106ms Line = 17, Channel = 2, SIP Message = Ack, Call Ref = 11370, Direction = From Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153

Our version of IPO is 11.0.4.8.0 build 17

Any help or guidance would be much appreciated.

There is one other possibility, now that I think about it. If you can dial other 073 number but are unable to dial a specific 073 number, the owner of that specific 073 number could have blocked your calls. Some spammers spoof numbers, so that 073 number could have been used to send out unsolicited marketing or other spam, and the user could have simply blocked the number.. but for sure the first thing to check is your ARS table and ensure the IP Office has a route for 073 calls.

 

[tthunder]

Our company had this happen earlier this year. Our number gets spoofed on a daily basis. Our number was marked as SPAM too many times. I noticed that calls to my work cell phone would go through. Calls to my personal cell phone would get an automated message "Sorry this number is not available". Both cell phones are on Verizon Wireless, but I set a SPAM filter on my personal cell phone account.....

We had to call Verizon to whitelist our number. One they whitelisted us, calls started flowing to my personal cell phone as well as customers that were not getting our calls.

 

[Menniss]

Is this trace from SIP the line in SSA? It looks like it is to me.
john3voltas is right you are much better to get the trace from Monitor.

If this is from the line, then it is the carrier that is providing the 486

A lot of carriers won't allow you to dial form an invalid number (238 in your case) but if this was the issues then you couldn't dial any number, but this depends on all of your other programming. There are a number of points in the programming that could be impacting this.

You need to compare a good call with a bad call ideally to a number that start the same.

Grab the trace from Monitor and compare them I use notepad++ to do this. it allows you to have the two traces side by side and will highlight the differences.

Once you have this you will be in a much better position to diagnose the issue.

 

[Travis Harper]

I'm going to start this off by saying I have a fairly basic understanding of Avaya IPO.

We currently have a strange issue where when we attempt to call a specific mobile number the phone immediately states "Number Busy". We've confirmed the number isn't busy and can call it from another phone system or from my personal mobile for example and it's fine.

We've checked with the owner of the phone number and they have said that they aren't blocking our number on their mobile and have even put their SIM into another mobile to test. And have spoken with their provider to check there wasn't anything set there to block our number either.

I've attempted to change the outgoing SIP on an extension so that the call appears to be coming from a different number, to try and prove that the end user is blocking our number in a way that they're unaware of, but the same error occurs. Which has convinced me this is a configuration problem on our end.

The mobile number starts with "073" which at first I thought was odd as I wasn't aware UK numbers could start with that, but after a quick search I've found that has been the case since 2014!

I performed a trace on the call which is below (with majority of the phone number removed for privacy reasons):

04/10/24 13:34:28-632ms Line = 17, Channel = 2, SIP Message = Invite, Call Ref = 11370, Direction = From Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153
04/10/24 13:34:28-645ms Line = 17, Channel = 2, SIP Message = Response, Call Ref = 11370, Direction = To Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153, Response = 100 Trying
04/10/24 13:34:29-104ms Line = 17, Channel = 2, SIP Message = Response, Call Ref = 11370, Direction = To Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153, Response = 486 Busy Here
04/10/24 13:34:29-106ms Line = 17, Channel = 2, SIP Message = Ack, Call Ref = 11370, Direction = From Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153

Our version of IPO is 11.0.4.8.0 build 17

Any help or guidance would be much appreciated.

This still looks like an missing ARS entry on your system or your Trunking Provider does not have an entry for it their end.

• Contact your provider and ask them to trace the call from their side. Provide them with the your SIP trace and call reference, as they may be able to see why the call is being rejected.
• If the SIP provider confirms there are no issues, look into your SIP line and ARS configuration to ensure numbers in the "073" range are being correctly routed.

 

[Travis Harper]

I'm going to start this off by saying I have a fairly basic understanding of Avaya IPO.

We currently have a strange issue where when we attempt to call a specific mobile number the phone immediately states "Number Busy". We've confirmed the number isn't busy and can call it from another phone system or from my personal mobile for example and it's fine.

We've checked with the owner of the phone number and they have said that they aren't blocking our number on their mobile and have even put their SIM into another mobile to test. And have spoken with their provider to check there wasn't anything set there to block our number either.

I've attempted to change the outgoing SIP on an extension so that the call appears to be coming from a different number, to try and prove that the end user is blocking our number in a way that they're unaware of, but the same error occurs. Which has convinced me this is a configuration problem on our end.

The mobile number starts with "073" which at first I thought was odd as I wasn't aware UK numbers could start with that, but after a quick search I've found that has been the case since 2014!

I performed a trace on the call which is below (with majority of the phone number removed for privacy reasons):

04/10/24 13:34:28-632ms Line = 17, Channel = 2, SIP Message = Invite, Call Ref = 11370, Direction = From Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153
04/10/24 13:34:28-645ms Line = 17, Channel = 2, SIP Message = Response, Call Ref = 11370, Direction = To Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153, Response = 100 Trying
04/10/24 13:34:29-104ms Line = 17, Channel = 2, SIP Message = Response, Call Ref = 11370, Direction = To Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153, Response = 486 Busy Here
04/10/24 13:34:29-106ms Line = 17, Channel = 2, SIP Message = Ack, Call Ref = 11370, Direction = From Switch, From = 238@192.168.147.153, To = 073********@192.168.147.153

Our version of IPO is 11.0.4.8.0 build 17

Any help or guidance would be much appreciated.

I keep coming back to this post, as it has me stumped.. and like a dog with bone, I can't let it go.
I did manage to find this bit of information that might be useful. Source: https://en.wikipedia.org/wiki/Telephone_numbers_in_the_Republic_of_Ireland

• The majority of area codes in County Donegal were merged into the single area code 074, including Letterkenny, Lifford, Ramelton, Buncrana, Dungloe and Donegal. The area codes abolished were 073, 075 and 077. All local numbers became 7–digit.

 

[john3voltas]

I keep coming back to this post, as it has me stumped.. and like a dog with bone, I can't let it go.
I did manage to find this bit of information that might be useful. Source: https://en.wikipedia.org/wiki/Telephone_numbers_in_the_Republic_of_Ireland

• The majority of area codes in County Donegal were merged into the single area code 074, including Letterkenny, Lifford, Ramelton, Buncrana, Dungloe and Donegal. The area codes abolished were 073, 075 and 077. All local numbers became 7–digit.

Aaah,.., I think we might have ourselves a winner here.
Great stuff, mate. Great stuff.

 

[TheMitelGuy]

Just curious - is this issue solved or no?