One phone cannot dial one number...

[EyeHog]

I've got an IP Office 5.0(26) with all IP phones, and a PRI. There is one phone that the end user reports cannot call one number. When they dial this number, they hear nothing, no ring, no answer, just silence. This number works on any other phone in the building. I am not using any type of account codes or toll restrictions.

I've watched the number being dialed in System Status, and it seems to be missing two important lines when it is dialed. They are:

"11/23/16 12:46:27 PM-684ms Call Ref = 75103, Originator State = Ringback, Type = User, Destination State = Outgoing Alerting, Type = Trunk"

and

"11/23/16 12:46:27 PM-980ms Call Ref = 75103, Answered, Line = 9, Channel = 13"

So for some reason, it connects the call, but doesn't ring, alert, or answer. I'll paste the complete call traces below. I've edited out the names and numbers. Any ideas what might be going on here and keeping this one extension from dialing this one number?

NON WORKING CALL:

11/23/2016 12:27:38 PM
------------------------------------------------------------------

Call Details DELETED!

Call Ref: 75071 Call length: 00:00:56

Originator
Current State: Connected Time in State: 00:00:32
Currently at: Extn 214, ****
Button Number: 1
Button Type: Call Appearance (CA)
Round Trip Delay: 0ms
Receive Jitter: 0ms
Receive Packet Loss Fraction: 0%
Transmit Jitter: 2.2ms
Transmit Packet Loss Fraction: 0%
Dialed Digits: 91218*******
Codec: G729 A

Destination
Current State: Connected Time in State: 00:00:32
Trunk Used: Line: 9 Slot: 3 Port: 1 Channel: 13
Digits sent to Central Office: 1218*******
Caller ID sent from Central Office: 91218*******
Round Trip Delay: 0ms
Transmit Jitter: 0ms
Transmit Packet Loss Fraction: 0%

Call target / Routing information
Short Code matched: 9N, Dial, System
Connection Type: VCM
Call Recording: No
Redirected to Twin: No
Routed across SCN trunk: No
Retargeting Count: 0

Trace Output:
11/23/16 12:25:10 PM-314ms Extension = 214, Digit dialed, Digit = 9
11/23/16 12:25:10 PM-315ms Call Ref = 75071, Short Code Matched = System, 9N
11/23/16 12:25:10 PM-316ms Call Ref = 75071, Originator State = Dialling, Type = User, Destination Type = none
11/23/16 12:25:11 PM-754ms Extension = 214, Digit dialed, Digit = 1
11/23/16 12:25:12 PM-402ms Extension = 214, Digit dialed, Digit = 2
11/23/16 12:25:12 PM-847ms Extension = 214, Digit dialed, Digit = 1
11/23/16 12:25:13 PM-317ms Extension = 214, Digit dialed, Digit = 8
11/23/16 12:25:14 PM-784ms Extension = 214, Digit dialed, Digit = *
11/23/16 12:25:15 PM-227ms Extension = 214, Digit dialed, Digit = *
11/23/16 12:25:15 PM-674ms Extension = 214, Digit dialed, Digit = *
11/23/16 12:25:17 PM-283ms Extension = 214, Digit dialed, Digit = *
11/23/16 12:25:17 PM-873ms Extension = 214, Digit dialed, Digit = *
11/23/16 12:25:18 PM-465ms Extension = 214, Digit dialed, Digit = *
11/23/16 12:25:19 PM-071ms Extension = 214, Digit dialed, Digit = *
11/23/16 12:25:23 PM-316ms Call Ref = 75071, Originator State = Dialling, Type = User, Destination Type = none
11/23/16 12:25:23 PM-318ms Line = 9, Seized, Channel ID = 13, Call Ref = 75071
11/23/16 12:25:23 PM-320ms Line = 9, Channel = 13, Q.931 Message = Setup, Call Ref = 75071, Direction = From Switch, Calling Party Number = 417*******, Called Party Number = 1218*******
11/23/16 12:25:23 PM-338ms Line = 9, Channel = 13, Q.931 Message = CallProceeding, Call Ref = 75071, Direction = To Switch
11/23/16 12:25:23 PM-340ms Call Ref = 75071, Originator State = Dialling, Type = User, Destination State = Dialling, Type = Trunk
11/23/16 12:25:30 PM-394ms Line = 9, Channel = 13, Q.931 Message = Connect, Call Ref = 75071, Direction = To Switch
11/23/16 12:25:30 PM-398ms Call Ref = 75071, Originator State = Connected, Type = User, Destination State = Connected, Type = Trunk
11/23/16 12:26:03 PM-176ms Extension = 214, Switchhook, Status = On
11/23/16 12:26:03 PM-179ms Call Ref = 75071, Originator State = Clearing, Type = User, Destination State = Connected, Type = Trunk
11/23/16 12:26:03 PM-179ms Call Ref = 75071, Disconnect from Originator End


WORKING CALL:

11/23/2016 12:48:10 PM
------------------------------------------------------------------

Call Details DELETED!

Call Ref: 75103 Call length: 00:00:15

Originator
Current State: Clearing Time in State: 00:00:00
Currently at: Extn 210, ****
Button Number: 1
Button Type: Call Appearance (CA)
Round Trip Delay: 0ms
Receive Jitter: 0ms
Receive Packet Loss Fraction: 0%
Transmit Jitter: 2.1ms
Transmit Packet Loss Fraction: 0%
Dialed Digits: 91417*******
Codec: G729 A

Destination
Current State: Connected Time in State: 00:00:04
Trunk Used: Line: 9 Slot: 3 Port: 1 Channel: 13
Digits sent to Central Office: 1417*******
Caller ID sent from Central Office: 91417*******
Round Trip Delay: 0ms
Transmit Jitter: 0ms
Transmit Packet Loss Fraction: 0%

Call target / Routing information
Short Code matched: 9N, Dial, System
Connection Type: VCM
Call Recording: No
Redirected to Twin: No
Routed across SCN trunk: No
Retargeting Count: 0

Trace Output:
11/23/16 12:46:20 PM-508ms Extension = 210, Digit dialed, Digit = 5
11/23/16 12:46:20 PM-735ms Extension = 210, Digit dialed, Digit = 5
11/23/16 12:46:24 PM-766ms Call Ref = 75103, Originator State = Dialling, Type = User, Destination Type = none
11/23/16 12:46:24 PM-768ms Line = 9, Seized, Channel ID = 13, Call Ref = 75103
11/23/16 12:46:24 PM-771ms Line = 9, Channel = 13, Q.931 Message = Setup, Call Ref = 75103, Direction = From Switch, Calling Party Number = 417*******, Called Party Number = 1417*******
11/23/16 12:46:24 PM-788ms Line = 9, Channel = 13, Q.931 Message = CallProceeding, Call Ref = 75103, Direction = To Switch
11/23/16 12:46:24 PM-791ms Call Ref = 75103, Originator State = Dialling, Type = User, Destination State = Dialling, Type = Trunk
11/23/16 12:46:27 PM-682ms Line = 9, Channel = 13, Q.931 Message = Progress, Call Ref = 75103, Direction = To Switch
11/23/16 12:46:27 PM-684ms Call Ref = 75103, Alerting, Line = 9, Channel = 13
11/23/16 12:46:27 PM-684ms Call Ref = 75103, Originator State = Ringback, Type = User, Destination State = Outgoing Alerting, Type = Trunk
11/23/16 12:46:27 PM-975ms Line = 9, Channel = 13, Q.931 Message = Connect, Call Ref = 75103, Direction = To Switch
11/23/16 12:46:27 PM-980ms Call Ref = 75103, Originator State = Connected, Type = User, Destination State = Connected, Type = Trunk
11/23/16 12:46:27 PM-980ms Call Ref = 75103, Answered, Line = 9, Channel = 13
11/23/16 12:46:32 PM-074ms Extension = 210, Switchhook, Status = On
11/23/16 12:46:32 PM-076ms Call Ref = 75103, Originator State = Clearing, Type = User, Destination State = Connected, Type = Trunk
11/23/16 12:46:32 PM-076ms Call Ref = 75103, Disconnect from Originator End


---EyeHog

 

[TouchToneTommy]

NON WORKING CALL: Called Party Number = 1218*******

WORKING CALL: Called Party Number = 1417*******

That's not calling the same outgoing number, so start there

 

[amriddle01]

Indeed, you have 2 different extns calling 2 different numbers, nothing to compare

 

[EyeHog]

TouchToneTommy that's the whole point. You can dial the 1218 number from any phone but extension 214.

amriddle01 I apologize for not collecting a working call trace from the same extension. I broke the troubleshooting laws... But sometimes that's what happens when dealing with a busy customer remotely. You can dial any other number from extension 214, and you can dial the 1218 number from any other phone.



---EyeHog

 

[amriddle01]

Use monitor for the traces, SSA doesn't show enough

 

[EyeHog]

They are reporting that it is working now. I haven't changed anything. It must have just been an issue with the phone provider upstream. Thanks a ton for you help!

---EyeHog