SL2100 VOIP phone "hangs up" when trying to access trunk

[1tannerweir]

I just installed an NEC SL2100 phone system at my church. We got the ' 12 button digital quick start kit' bundle (

https://www.thetelecomspot.com/nec-sl2100-12-button-digital-quick-start-kit-nec-be117449.html)

that included 4 of the digital phones (NEC-BE117451), then I purchased a VOIP phone (NEC-BE117453). We have 2 analog trunks through our phone company. The digital phones were plug and play and are working as intended, but the IP phone that I installed in our 2nd building is not able to access the CO1 or CO2 trunk (to make/receive external calls). The IP phone is in a building right next to our church (the buildings are 10 feet apart, connected with an ethernet cable (I know not ideal, but for our uses it has worked)), not sure if that has any affect on this issue.
We can make internal calls between the extensions (to the digital phones in the main building), page the digital phones, etc., and even see an external call coming in on Trunk CO1. When I attempt to answer that call however, the screen immediately shows "Hang up" on the screen and the call is not answered (not sure if it ends the call on the caller's end, or just doesn't allow the IP phone to answer). If I try to make an external call, I click the CO1 button on the IP phone, but get a busy tone. I also try picking up the phone and press 9 (the trunk access code), then start dialing an external number, but after typing around 4 of the digits I get the busy tone.

The phone is assigned extension 111 and is able to make internal calls, so I am thinking this is just a programming issue? This is my first time setting up a business grade phone system, so I am still using a lot of the default programming. The IP phone is connected with a POE injector into a TP-Link unmanaged switch, if that matters. I will try moving the phone into our main building and connect it straight to our HP POE managed switch and see if it makes a difference, but I figured this would be a programming issue since I can make internal calls. We have the SL2100 connected to our network switch on the built in CPU card, we do not have the expansion card or additional licenses, as this is our only IP phone.

Any ideas of where I can check in the programming? I'd be happy to post screen shots of my configuration, or upload the PC Pro config file if that is allowed.

 

[belevedere]

Before you look at programming, try it at the same location as the system. Then check the button assignments on the IP phone. It programs up like a digital phone. See attached document.

 

[1tannerweir]

Thank you for the response. I tried contacting the company we purchased the phone from, and NEC, but so far no help has been given from them. Unfortunately, I am unable to access the file you attached. I click the link, then click the document name on the external site, but a new page opens with nothing happening (the link looks like it should be showing the PDF file). I did find the SL2100 IP multiline terminal manual online though. It mentions a few scenarios of getting a busy tone (camp on / callback) that I will check out, but I didn't ever set anything or edit the phone's config (other than setting up the IP address of the SL2100). I will also check in PC Pro to see if the button assignments are not set correctly. I do not think this is the case since I see the CO1 button flashing when an inbound call is occurring (so I assume it is mapped to be the CO1 button, and that is what the digital label says).

On Sunday when I am at the church, I will try moving the phone and plugging it directly into the POE switch that the SL2100 system is connected to.

 

[1tannerweir]

Also, not sure if this helps, but here is screen shots of my 15-05: IP Phone Basic Setup settings in PC Pro. I never set a password for the phone to use to authenticate on the phone or SL2100 system. I assumed this wasn't an issue since the phone connected to the SL2100 and has internal calling?

 

[belevedere]

At default, the phone is set for plug-n-play. You do need to log into the phone and specify the IP address of the CPU, or if you have an IP card, the IP card address. If it is one of the ewer color phones, then a lot more needs to be programmed as that phone is defaulted to the SV9100 system settings.

 

[1tannerweir]

It is one of the black phones. I did setup the IP address of the phone and entered the IP address of the SL2100 CPU card. The phone restarted and showed an extension number, and was able to call internally, so I figured that was all was needed to get it setup. Just wanted to put that out there in case there was some other configuration that needed to be done in order for the phone to function correctly.

 

[1tannerweir]

I moved the phone into our main building and connected it directly to our POE switch that our SL2100 CPU card is connected to, but it still functions the same way. If I try to pickup a call on CO1 or CO2 (our only trunks), the phone displays "Hang up" on the bottom left corner of the screen and then I get a busy signal on the IP phone. The call is also dropped from the external calling device after a few seconds (my cell phone in this case).

I ensured the camp/callback functions were disabled on the phone, but I don't think that would have an affect on outgoing calls.

 

[1tannerweir]

I tried doing some additional troubleshooting and it look like internal calls are also not answering correctly on this phone either. The phone will ring if an extension calls this phone, or the extension we are calling will ring, but when we try to pickup the call (on either side) it displays Hang Up (on both phones).

 

[1tannerweir]

I completely reset the IP phone, then set it up using the instructions from [URL unfurl="true"]https://midwesttechnology.uservoice.com/knowledgebase/articles/1908277-configuring-a-voip-phone-using-automatic-registrat[/url] . I am still seeing the same issue.

 

[1tannerweir]

I have attached a copy of my PC Pro settings. Hopefully that will assist as well

 

[OzzieGeorge]

You could try turning off peer to peer mode 15-05-50 for these phones in case something in your network is blocking them.

 

[1tannerweir]

I disabled Peer to Peer mode, but that didn't seem to resolve the issue. From what I could see from googling peer to peer mode, it looks like that setting is only useful for 2 phones internally trying to call each other directly (bypassing the PBX system).

 

[meyer1y2k]

One idea - Bring a very simple unmanaged switch. Just a simple small one. Connect your system and 2 IP phones. If they cann call each other and there is audio then it is not the settings in the NEC.

 

[1tannerweir]

I only have 1 IP phone unfortunately, the rest are digital phones that connect to the SL2100

 

[1tannerweir]

Doing some googling it looks like other systems (not NEC) have had issues with the Codecs. After changing codecs they had some success, so I will try using a codec that uses less bandwidth and see if that helps anything.

 

[meyer1y2k]

Ok - With 1 IP phone you can still break this down.

Connect your system and IP phone using your basic switch. Call voice mail, a digital extension, or select an outside line and make a call. If the call sets up, and there is audio, then NEC settings are good.

Another thought is to check and make sure any SIP helpers or SIP ALG settings are turned off in any network gear on site.

 

[1tannerweir]

I do know that I can't call an outside line. I press the CO1 button to dial an outside number, but then get a busy tone and the phone immediately displays (hang up). I will try calling voicemail and see if that works.
I do not think any of our network gear has any SIP settings. Our managed switch is an older HP, and our router is a pretty basic one from our ISP (Spectrum/Charter), I will check these and see if I see anything that mentions SIP.

 

[meyer1y2k]

In programming, 84-26-01,do you have an IP address set in the same subnet as 10-12-09? This is the VoIP to DSP conversion and if there is nothing set, there is no setup or audio to analog trunks, voice mail, or digital sets.

 

[1tannerweir]

Yes, in 10-12-09 I have an IP address of 192.168.0.136 set. In 84-26-01 I have 192.168.0.138 set. My phone IP address is 192.168.0.137.

In 84-26-15 "IP address for browser phone communication" it is set to 0.0.0.0 - do I need to set this setting?

In 10-12-09 "VOIP IP Address" it is also set to 0.0.0.0 - do I need to set this to something? From what I saw online in a setup guide, that was only needed if a VOIP extension card was being used. We are only using the CPU built in ethernet port.

 

[meyer1y2k]

I must admit, I primarily work with the SV9100 so take this as a BUYER BEWARE. The idea I presented was based on my 9100 knowledge, not realizing the SL2100 has 8 built in VoIP ports. This article I linked to would appear to provide a fairly comprehensive setup for the system and the phone. Your settings do not quite match the article and this may be why it is not working. Again, I am not an expert here, just playing the "one of these things is not like the other one" card.

Does it make sense? Yes, in NEC world it does

I imagine someone that knows the system can validate what I have posted.

http://onthewire.us/2019/04/23/nec-sl2100-ip-phone-setup/