User's phone not ringing (Internal & External) 1

[Tistopher]

Hello Guys,

I have a customer who is on R9 9.0.2.0 Build 860 with around 120 users on the system.

Currently there are no issues with any extensions other than one, internal dialing doesn't work to this user, they are presented with ringing out tone, the same goes for an external call trying to reach the user on their DDI.

I am pretty sure I have seen this before and my only resolution was to remove the user, reboot the system and add them back in again. Currently I have removed the user and added them back but this has not cured anything.

I am currently trying to stay away from a reboot at the moment as they have a lot of out of hours diverts, as a quick resolution I have created a random extension number and pointed it at his DDI, this is not ideal as users in the building know his original extension.

Any help would be great.

Kind Regards,
Chris

 

[Okkie26]

What type of phone?

Is there an user logged on to the phone?

Any characters displayed on the phone? ( D, N, G, A, R )

Can you make a trace using System status?

What do you see in system status > extensions?

Are you able to make a call from the phomne? What name do you see on the display of the called phone?

 

[Tistopher]

Avaya 9608G

Yes the user is logged onto the phone

Unfortunately I am not sure whether anything is displayed.

I have made lots of traces, it just hits the voicemail after so many rings.

On system status is shows his extension sitting in an idle state, doesn't come out of this state even when you call the extension.

System status shows the phone as being normal, no DND set, no forwarding set, no twining etc.

If you make a call from his extension to another it shows as the correct extension (6384)

Thanks,
Chris

 

[Okkie26]

Can you check system status 'Active calls'.

Then you can trace all calls, and you MUST see where the call is going to.

 

[Tistopher]

Below is the exact output from the incoming call.

11/12/15 11:27:37-102ms Call Ref = 125399, Originator State = Incoming Alerting, Type = Trunk, Destination State = Alerting, Type = Mailbox
11/12/15 11:27:37-112ms Line = 9, Channel = 27, Q.931 Message = ConnectAck, Call Ref = 125399, Direction = To Switch
11/12/15 11:27:37-114ms Call Ref = 125399, Originator State = Connected, Type = Trunk, Destination State = Connected, Type = Mailbox
11/12/15 11:27:37-114ms Call Ref = 125399, Answered, Mailbox #Arthur G
11/12/15 11:27:41-081ms Line = 9, Channel = 27, Q.931 Message = Disconnect, Call Ref = 125399, Direction = To Switch, Cause Code = 16
11/12/15 11:27:41-082ms Line = 9, Channel = 27, Q.931 Message = Release, Call Ref = 125399, Direction = From Switch
11/12/15 11:27:41-087ms Line = 9, Channel = 27, Q.931 Message = ReleaseComplete, Call Ref = 125399, Direction = To Switch
11/12/15 11:27:41-089ms Call Ref = 125399, Originator State = Clearing, Type = Trunk, Destination State = Connected, Type = Mailbox
11/12/15 11:27:41-089ms Call Ref = 125399, Disconnect from Originator End

when you initiate the call it doesn't show it reaching his extension, then after a few rings you reach the mailbox.

Thanks,
Chris

 

[Pepp77]

Can you show a monitor trace showing the call setup including the Blue call matching section?

| ACSS SME |

 

[Okkie26]

But what does SS shows during the first few rings?

Do not trace on the user (extension) but in the 'active calls' tab where you can see all current calls..

Or make an internal call, and trace the extension that is making the call.

 

[Tistopher]

System status just shows "incoming alerting" then says connected mailbox "Arthur G"

I will get a user to make a test call internally for me also.

With regards to monitor I will capture some information shortly

 

[mforrence]

We've had users that inadvertently turned off ringing within the phone itself via settings menus.

 

[Okkie26]

Or press the - button until the ringing is off.

I had a customer that kept complaining that phone calls were not presented. And he assured me that they never ever switch of the ringing.


So, I disabled the option to switch of the ringing.

Strange, they noticed that within 5 minutes....

 

[Tistopher]

Fixed it,

it was something to do with some weird shortcode set on the user. It held information to do with the ringing, ring volume etc. I deleted it and it returned the phone settings to default.

Thanks for your help though guys, much appreciated.

Thanks,
Chris