SV8300 - extensions randomly lose ability to dial phone numbers

[nmilot]

We recently upgraded about a dozen NEC 2000's to SV8300's. About once every couple weeks, a random ip extension will lose the ability to make outbound calls. It has happened about five or six times now, each time to a different extension. When the problem occurs you can pick up the handset (or press speaker) and obtain dial tone. However, when you start to dial the phone does not recognize that you are dialing: the numbers you dial do not show up on the screen and the dial tone never "breaks." We're using DT700's. The only solution we have found is to delete the extension and recreate it.

A couple other notes:
-the user can still receive calls
-the issue follows the extension no matter where you log that extension in (even if you log it in as a soft phone)
-the issue persists no matter which 8300 you point the phone to (in the sip settings of the phone)
-we also use Zeacom's call center software. Zeacom's desktop software allows a user to control their desk phone from their PC. Users CAN dial successfully if they do the dialing from their PC.

I'm stumped and the 8300 is new to us. We're going back and forth with NEC, but no luck yet. We've provided them with a couple wireshark captures, but they have come back with nothing yet.

Anyone else run into this? I don't post here often, let me know if I can provide any more info.

Thanks in advance.

 

[rdogg88]

What do you have the sip server port set to?

 

[nmilot]

Thanks for the response. We are using port 5080.

 

[rdogg88]

Thats what it should be, you have the phones pointed to the cpu IP address correct? Do you have anything that would block sip on your router such as SIP ALG, sometimes this helps with NAT issues but more often then not it breaks sip.

 

[rdogg88]

this may have no effect at all though if everything is on your lan.

 

[nmilot]

No NATing, no firewalls in between, everything is on my internal LAN with all tcp\udp ports opened up. Yes we are pointing to the cpu ip address.

We have about 12 different sites all with their own 8300's, and all sites connect back to our data center via 100 meg WAN links (hub and spoke setup). I think we can eliminate the network as the culprit. When the problem occurs I've gone to a phone that is plugged into the same POE switch that an 8300 is plugged into, logging in that phone as the extension that is having the trouble, and the problem persists. I can log that extension out and log it in at any one of our dozen sites and the problem follows the extension. Every time you log it in at a different site you are pointing to a different sip server. We do all of our configuration on the main 8300 at our Data Center and that config is pushed out to all the remote 8300's.

 

[rdogg88]

And it happens at tenant 1 also (Main site?)

 

[nmilot]

Yes it does. Sometimes it actually starts at our main site, tenant 1. I'm waiting for it to happen again so I can send some wireshark captures over to NEC. They think it has something to do with bad memory somewhere in the system.

 

[rdogg88]

Yea man somethings not quite right. Could you let me know what it is if they find out?

 

[nmilot]

Will do!

 

[nmilot]

FYI we never did figure out what was causing this. NEC developed some custom software specifically for us that was going to help them troubleshoot this further. After loading the PBX's with this new software, we were instructed to notify them as soon as this problem happened again. They would then dial in and pull some logs that were generated by this new software.

Well it's been two months since we upgraded the systems and the problem has not occurred again. I'll take it.