KX-NCP500: SIP phones can recieve calls but not call others

[rmweiss]

Hi

We have an KX-NCP500 with multiple KX-NT343 phones and 2 SIP phones (one from Yealink, one from Snom).
Nobody here really knows the KX-NCP500 and our support contact is hard to reach.

Our problem is with the 2 SIP phones:
- Incomming calls from the KX-NT343 work
- Outgoing calls from the SIP phones to the KX-NT343 don't work
- Outgoing calls from one SIP phones to the other don't work
- Outgoing calls from one SIP phones to an external number don't work

(The KX-NT343 do work without any problems with internal and external numbers)

The phone from Yealink shows "Not found" for every outgoing call.

Both SIP phones work on another SIP pbx (freeswitch).

Any idea what the problem could be and how to solve it?

Thanks.

 

[obtsystems]

have you setup your sip server address and register server as ip of the system.


what port is set on the system for sip register server.it could be 15060, check the sip card property

 

[rmweiss]

The port is set to "5060" on KX-NCP500 and this is also the port we use in the phone configuration.
I think with the wrong ports the phone couldn't even register, or am I wrong here?

We called the person who installed the KX-NCP500 but he could just tell us that our VOIP licenses
seems to be ok.

Logfiles from the phone (I don't know how to get logs from the KX-NCP500):

- Failing call from VOIP (number 670) to a KX-NT343 (number 662):

http://pastebin.com/fauphhRH

- Working call from KX-NT343 (number 662) to VOIP (number 670):

http://pastebin.com/fyeq3mTi

 

[TheCoreWithin]

im willing to look at your config file and try to detect someting

So im my mind:

you got an NCP500

YOu got VOIP lines (licence) to call out to other landlines
You got SIP EXT (Licence) to register the 3rd party SIP Phones

Now ur having problems from your 3rd Party Sip phones?

But internal all goes ok?

so next step is your network configuration or 3rd party SIP phones?

Let me know if i can help you whit someting

Panasonic TDA/TDE/NCP/NS Series

 

[rmweiss]

> you got an NCP500

Yes

> YOu got VOIP lines (licence) to call out to other landlines

If "VOIP lines" are what you need to use Panasonic KX-NT343 phones then yes.

The KX-NT343 are working without problems for incomming and outgoing calls
and did so for many years.

> You got SIP EXT (Licence) to register the 3rd party SIP Phones

The (external) personal who installed the NCP500 said we have them, and the
SIP phones can successful register, so I would say yes.

> Now ur having problems from your 3rd Party Sip phones?
> But internal all goes ok?

No.
Internal calls from KX-NT343 to SIP work, and I can see the number of the KX-NT343 phone
on the display of the SIP phone.
If I then try to call the same number back from the SIP phone I get "Not found".

Because of this it looks to me as if the NCP500 doesn't do the correkt mapping
between SIP and VOIP lines.

> so next step is your network configuration or 3rd party SIP phones?

Like I said:
- The same SIP-Phones can sucessfull register on the NCP500
- Internal calls to the SIP phones work (we don't have any external number connected to them)

So the network configuration can't be totally wrong.

It's also so that the SIP phones work without any poblems with another (Freeswitch based) SIP server in the same network.

Where could I find more information about the configuration SIP phones to work with the NCP500 (beside
basics like IP/username/password)?

 

[TheCoreWithin]

> YOu got VOIP lines (licence) to call out to other landlines
If "VOIP lines" are what you need to use Panasonic KX-NT343 phones then yes.

No, The NT registrations is going into an IP-EXT card, standaart u got some (See licence screen)

The KX-NT343 are working without problems for incomming and outgoing calls
and did so for many years.

> You got SIP EXT (Licence) to register the 3rd party SIP Phones
The (external) personal who installed the NCP500 said we have them, and the
SIP phones can successful register, so I would say yes.

The 3rd Party Phones are going into SIP-EXT cards and req. licence so if u got username / pass there and they register to your port (UDP Port No. for SIP Extension Server : 35060)

so if u register on port 5060 you trying to register them on your SIP Gateway ( external lines ) you whont find anny internal number (standaart)
so yes external land lines ( sip gateway) tring to map it externaly to your provider ( in this case i discribe to your own phone, resulting in not found)

rest of user and pass is inside the 3rd party phone.

is this correct?

Panasonic TDA/TDE/NCP/NS Series

 

[rmweiss]

So there should be 2 different services where we could connect SIP phones to:
one on port 5060 and one on port 35060?

I tried to connect to 35060 instead of 5060 but it didn't work.

If port 5060 is only for external lines, then why can I call the SIP phone
from the KX-NT343 phones?

We took some screenshots of the configuration tool. I hope this helps.

- Card slots:

https://www.dropbox.com/s/l6dsx88iwp3d5d5/slots_SIP.png?dl=0

- Virtual IPCMPR-Shelf:

https://www.dropbox.com/s/whm1vppxbzik8r1/overview_SIP2.png?dl=0

- Port settings:

https://www.dropbox.com/s/gwr4lg8yj83bg8b/port_SIP.png?dl=0

- Card settings:

https://www.dropbox.com/s/wjpnwiqr64c2amg/karte_SIP.png?dl=0

- Licenses:

https://www.dropbox.com/s/u1z7d33hlg5inhv/license_SIP1.png?dl=0

Please tell us if we need to look somewhere else in the tool.

 

[TheCoreWithin]

Hey srry ( im bussy atm on work)

can u change your (installer) password and upload your Backup DSYS ?

i will look whit an NCP500 in field, ( port 35060 was an NS1000 somewhare from my field)

1st look, looks ok, if NT can call SIP ,so SIP could call NT ...

Panasonic TDA/TDE/NCP/NS Series

 

[rmweiss]

DBSYS file:

https://www.dropbox.com/s/0600x29vy6s5o0z/DBSYS.zip?dl=0

Password should be "1234

 

[TheCoreWithin]

Minor things i see

its v2.0, you can upgrade it to V8.0101 (offical panasonic support will say to upgrade it 1st)

Lan Settings on the main card dont got default gateway. (IPCMPR)

Rest should do ok,
But monday im flying to Filipines, i will be back at 22 feb...

if u still have problems ( and no1 else helped you ) i will read this one again


Panasonic TDA/TDE/NCP/NS Series

 

[obtsystems]

I had a look at the dsys file and don't see anything wrong

you dont have a gateway, but that does not matter if using in a local network and not using it on separate vlans or outside the network.

your sip extension server is on port 5060,

have a look at the error log and see what is in there.

can you do a wireshark trace?

I would remove files from download site and change passwords on the system as you are open to hackers.

I see by the dsys file that the LAN is disconnected

 

[USDOLLAR]

rmweiss,
Can you get and post sip trace?

BRG
HUONG

 

[rmweiss]

Hi USDOLLAR

You can find some informations in the logs I posted on the 8. of january.

Today we will have someone from the external company who installed our KX-NCP500 here in the office.
I hope we can solve the problem today or at least install the software update and get more information why it isn't working at the moment.

 

[USDOLLAR]

rmweiss,
I could not download the file from pastebin.com (server not found). Could you pls repost the log?

BRG
Huong

 

[rmweiss]

I copied the logs to gist:

- Failing call from VOIP (number 670) to a KX-NT343 (number 662):

https://gist.github.com/rmweiss/d6a3ef3a2bbc0c7563a1

- Working call from KX-NT343 (number 662) to VOIP (number 670):

https://gist.github.com/rmweiss/13ca8b14a875b0e0bd03

 

[obtsystems]

any chance of wireshark traces? you will need to have a port mirror on the system to get the full log

 

[rmweiss]

I found the error.
It had nothing to do with the KX-NCP500 but with wrong "user name"/"register name" settings on the VOIP phones.

The whole confussion was based on the fact that the phones still could connect, the system half-worked and that the error messages were not really helpfull.