SV8500 refusing SIP calls from FCS Phoenix (hotel system)

[bigdave1980]

Hello everybody,

I've been tasked with resolving an issue for a customer with an NEC SV8500 system. I usually work on SV8100 and SV9100 systems so the SV8500 is quite alien to me in terms of the programming tools etc.

They're a hotel and they have a server on site which runs FCS Phoenix. This software receives a request for a hotel guest wakeup call from their front-of-house system and, at the pre-defined time, it places a SIP call to the SV8500 which rings through to the relevant guest bedroom to wake the guest.

This worked perfectly fine until a few months ago when it suddenly stopped. FCS carried out some investigations for me and have provided me with the following excerpt from the Phoenix logs, this one's for a failed wakeup call to extension 1655:

I can see that the FCS Phoenix machine (10.95.115.203) sends an invite to the SV8500 (10.95.120.223), and the SV8500 responds with an IPEC_SIPReasonStatus403Forbidden error message. I have looked this up and I believe it means:

"IPEC_SIPReasonStatus403Forbidden (0x151b, 5403 decimal)
SIP Request Failure Response 403 - Forbidden - The server understood the request, but is
refusing to fulfil it. Authorization will not help, and the request should not be repeated."

I've not been able to find much online which relates to this error message in connection with an SV8500. I did have a search around the forums here too in case anybody else had seen it before but I couldn't really see anything.

I'm not sure why the SV8500 is rejecting the invite and unfortunately I only have very little experience with this system.

Is anybody able to help me out a little please?

Thanks,

Dave

 

[3racefan3]

Check command COSSL, make sure the SIP Server is running (green) and channel condition is good (green), in Command ADPM make sure the SIP handler is running, Also you may want to Initialize the Internal PHI(BRI) in ADPM , is this has stopped for some reason SIP trunks will not work.

 

[bigdave1980]

3racefan3 Thanks for your suggestions. I'm not sure how to reply to you and include your comments as a quote - sorry about that!

I will try these things either now or in the morning as I am just about finishing for the day, and I will come back with the results as soon as I can. I will say, though, that their incoming calls to the hotel are coming in via SIP trunks and they seem to be working just fine.

Many thanks for the input, I'll let you know.

David

 

[bigdave1980]

Hello again,

I followed 3racefan3's suggestions just now.

COSSL command shows SIP Server Condition as green (on line) but a message pops up immediately saying "Data is not exist". There's nothing under SIP Server ID, Link, AChannel etc. When looking at the Channel Condition tab, I've tried SIP Server ID's 1 through 9 and it says "Data is nor exist" for all of them.

ADPM command seems to show the Internal Sip Handler is running. I did perform the initialization of the Internal PHI(BRI) as was suggested.

I will have them test the wakeup calls again this morning and I will come back here with results.

I should add that several weeks ago the whole system was rebooted in an effort to resolve the issue but it didn't help. Also, calls made to the hotel are coming in via SIP and that side of things works perfectly.

Is there anything else I can try out, please?

Thanks,

Dave

 

[3racefan3]

Is 10.95.120.223 the 8500 CPU address or is that a MG-SIP gateway? In ADTM do you see that address? Trying to understand how this FCS machine is suppose to talk to the 8500.

 

[bigdave1980]

I believe the system does have a MG-SIP gateway as I've seen a LENS in there for it previously, but I'll check and come back again shortly.

I'm having trouble getting a remote connection to the SV8500 at the moment owing to technical issues at our end, so it may take me a whilet to get on there.

Thanks again,

Dave

 

[bigdave1980]

Ok I've been able to access the system and have run the ADTM command, here are the results:

There's a LENS for a SIP Media Gateway (073040) so presumably that means there is one installed in the system?

I hope you don't mind me posting screenshots, it just makes it easier for me to show what I'm seeing.

Thanks,

Dave

 

[3racefan3]

Okay 10.95.120.233 is the LAN1 2 active CPU address the FCS server is not going through the an MG-SIP. Does the FCS use SIP stations to call the rooms? If so someone needs to go into the system and bring the internal SIP server on the 8500 back on line, COSSL should look something like the attachment.

 

[bigdave1980]

Hi,

When I run COSSL there's an error message saying "Data is not Exist". I don't know if it's relevant but I also ran a COSSN command and there is data there for 2 SIP servers? Or is this something else entirely?

I think COSSL relates to local and COSSN relates to network SIP servers, is that right? I know there's a SIP gateway as I've been able to use the ATUD command to set access to it and have subsequently connected to it successfully, although I didn't do anything with it because I don't want to break it.

I'm starting to wonder whether FCS have got their software set up to speak to the correct IP address for the SV8500, as I notice there are several addresses for the various components and to be honest I don't know how it all works together.

Your help so far is very much appreciated.

Thanks

Dave

 

[3racefan3]

If you have COSSN then the system is setup for network commands and that should be good. What do you have in ASDIN?

 

[bigdave1980]

Hi,

ADSIN looks like this:

Thanks,

Dave

 

[3racefan3]

Without knowing anything about the FCS product I am guessing but it appears the it uses SIP stations somehow as it want to talk to the 10.95.120.223, the only time I have used that 2nd address is when connecting to NEC's Queworx. You may want to have them try changing the registration address to the 10.95.120.220 or even 10.95.120.221 and see what happens.

LSPTN should list up 3rd party SIP stations and then you can use DISD to see if they are registered and on line.

 

[bigdave1980]

I ran the LSPTN command last night as suggested but it asks for a Start and End for UGN (I'm not quite sure what this is) and for the TELN (presumably I need to know what the range of SIP stations is but unfortunately I don't). Maybe there's a command I can do that will show me what all the stations are, I will try to find it. I'll come back later with the results of the LSPTN and DISD commands if I manage to get that far.

Thanks

 

[bigdave1980]

I'm looking at the FCS software this morning (Phoenix) to see if I can somehow change what IP address it speaks to but so far I cannot find where this is set. I will probably be taking it up with FCS technical support later today if I can, and will post the results here.

Thanks,

Dave

 

[bigdave1980]

Hi,

Ok I think the SIP stations are 2222 to 2240 (or ossibly 2241) but when I run DISD against Station>Station Number for anything in that range it says "There is no registration information. (Error 0x0A4C)".

I don't think the SIP stations are registering. I still intend to get FCS to check if changing the registration address to 10.95.120.220 or 10.95.120.221 helps, as you suggested, but they want payment for checking it so I'm having a look myself to see if I can spot what tells it where to register to. I've not got too far with that but I have found a file which I dumped into Notepad and which seems to contain entries like this one below for each of the SIP stations (I've only shown 2222 for example):

/*
-- Query: SELECT * FROM phoenix_general.tbl_config_sip_register
LIMIT 0, 1000

-- Date: 2014-09-02 10:10
*/

INSERT INTO `tbl_config_sip_register` (`fld_sip_register_uuid`,`fld_name`,`fld_server_address`,`fld_local_address`,`fld_client_address`,`fld_identity`,`fld_realm`,`fld_contact`,`fld_siptransport`,`fld_time_alive`,`fld_username`,`fld_password`,`fld_flag_authentication`,`fld_flag_active`,`fld_fk_application_uuid`,`fld_fk_pbx_uuid`) VALUES ('3acc47597e7da53d4fe21863ab06204977e60444','NEC8500','10.95.120.223','10.95.115.203','2222@10.95.120.223','2222@10.95.120.223','insiph@10.95.120.223','2222@10.95.115.203','UDP',180,'2222','2222',1,1,'BlueOcean@DHISB-SRV-FCS','1c8387372f91b6d18f439e7cf996d348b77492f1');

Might that be it? I'm a little wary of editing the file as it could break something else.

Thanks,

Dave

 

[3racefan3]

Stations are definitely not registered, when doing DISD you should be able to see the LENS IP address, possibly PH type and MAC address depending on type of station.Something in the config is incorrect. For station 2222 do command AISTL and see if you get data if not do ASPO and see if you get data.

 

[bigdave1980]

Please see below the output from AISTL and ASPO commands. There does appear to be data there for ext 2222, as well as others that I tried:

I notice that RSC and SFC are both populated with 1 under AISTL but both the same fields are blank under ASPO.

I've got an engineer from FCS helping me out with this today just to make sure it's not something on their side that's not quite right. I'll post back here later with whatever we find.

Thanks

 

[3racefan3]

Okay if using AISTL you do not use ASPO, RSC and SFC should be okay. In ALGSL you should have UGN 1 2222 and TN 1 STN 2222 as well, also in ADPM in the drop down menu select Internal SIP Handler in the menu field Program non load initialize and execute.
You should be using the 10.95.120.223 address for 2222 to register too. In ASPAL/N make sure 2 is TELN 4 digits (it may be 2, 22, 222, 2222 depending on how it was set up), if you have a SIP phone you can try and register it as 2222 as a test.