B189 Conference Phone Mute Issue?

[PhonesAllDay]

Hi we have an issue with some B189 conference phones. they are on the latest firmware release. When testing we have had a multitude of call quality issues, and we can plug a 9611 in the same port, same extension and have no issues. One of the most alarming issues was discovered by mistake when one of the network engineers troubleshooting call quality issues went out on mute to take a call on his cell phone and he could see the bright red lights indicating he was on mute but the other side was saying, Hey - You aren't on mute! This can be re-created reliably. Station settings are set to mute enable: y.
Anyone else with the issue? Not sure if we have hundreds of defective phones to return or if it's a firmware issue or what else we could try. (Just imagine the trouble this issue would cause!!)

Thanks,

PhonesAllDay

 

[joe2938]

try to unregister and then reregister the phone and then retest

 

[PhonesAllDay]

Of course we have done this dozens of times and even put them on different networks. These phones have issues. Not sure if it's hardware or firmware related.

 

[joe2938]

Of course we have done this dozens of times and even put them on different network, well this is why I asked because you failed to tell us what you have done thus far to resolve the issue

 

[Saiyan656]

What firmware are you on? I am on firmware R6_6_0_29 with no issues. Have half a dozen b189 and no issues once upgrading. I know older firmware releases has call quality issues that was the reason for our upgrade.

 

[PhonesAllDay]

They are on the latest firmware R6_6_0_29 with hundreds of B189's.

(I'm sorry joe2938, In no way did I mean to offend, maybe it's not typical but I would never post here until I exhausted all of the obvious troubleshooting steps, when I type "Of course", I mean it in a happy, cheerful way as saying "Yes!", we tried this..)

We tried everything we could think of, including ticket open with Avaya and the vendor they were purchased from. There are conference rooms full of highly skilled Network Engineers looking at this mirroring network ports capturing wire shark logs. There are 3 completely independent networks we can try them on with different network teams. We tried even swapping out all of the cabling from the phone to the IDF patch Cable with CAT 6. So much trouble for a phone so expensive. We have other clients using B189's, none of them are without some type of issues.

Unfortunately the hardware may be returned if we can't prove software/firmware or network as the cause...

Appreciate your time and advice

PhonesAllDay (and Night)

 

[joe2938]

no worries mate, try to delete the sip extension and then recreate and see if this works, by the way how many of these new phones are doing this

 

[kyle555]

Not sure if this is helpful, but a "mute" action would be local on the phone.

B189 is not like 9600, but 9600 had a way of setting up a syslog server and setting a logging level to make those phones dump out everything they did - like keypresses and such.

Maybe the B189 has a way of doing the same? Polycom IP5000s have it built into the web server in the phone. Ideally Avaya would ask you to find something to that effect and reproduce to prove it and believe you.

 

[gwebster]

@joe2938 - the B189 is H.323 not SIP.
@kyle555 - the B189 is based upon the H.323 9641 and has a lot of the same troubleshooting capabilities.
@PhonesAllDay - it sounds like the expertise is involved to sort this out for you.

 

[kyle555]

Hey, whaddya know. You're right about it using and seemingly supporting the same syslog settings as a 96x1.

Get a log of it with this stuff and see what it says. It'll be the only way Avaya believes you!

##################  EVENT LOGGING SETTINGS  ##################
##
## SYSLOG_ENABLED enable or disable sending Syslog messages.
##  Value  Operation
##    0    Sending Syslog messages is disabled (default)
##    1    Sending Syslog messages is enabled
##  This parameter is supported by:
##       H1xx  SIP  R1.0 and later
## SET SYSLOG_ENABLED 1
##
## LOGSRVR specifies one address for a syslog server
##  in dotted-decimal (IPv4), colon-hex (IPv6, if supported), or DNS name format.
##  The value can contain 0 to 255 characters; the default value is null ("").
##  This parameter is supported by:
##       16xx H.323 R1.0 and later
##       16CC  SIP  R1.0 and later
##       1603  SIP  R1.0 and later
##       364x  SIP  R1.1 and later (dotted-decimal values only)
##       46xx H.323 R1.7 and later
##       96x0 H.323 R1.0 and later
##       96x0  SIP  R1.0 and later
##       96x1 H.323 R6.0 and later
##       96x1  SIP  R6.0 and later
##       B189 H.323 R1.0 and later
##       H1xx  SIP  R1.0 and later
## SET LOGSRVR 192.168.0.15
##
##  Note that different parameters are used to specify the severity levels of events
##       logged for H.323 vs. SIP, with different default values, as described below.
##
## SYSLOG_LEVEL specifies the severity level of syslog messages. 
##  Events with the selected severity level and above will be logged
##  (note that lower numeric severity values correspond to higher severity levels).
##  Value  Operation
##    3    Error, Critical, Alert and Emergency events are logged
##    4    Warning, Error, Critical, Alert and Emergency events are logged (Default)
##    5    Notice, Warning, Error, Critical, Alert and Emergency events are logged
##    6    Informational, Notice, Warning, Error, Critical, Alert and Emergency events are logged
##    7    Debug, Informational, Notice, Warning, Error, Critical, Alert and Emergency events are logged
##  This parameter is supported by:
##       H1xx  SIP  R1.0 and later
## SET SYSLOG_LEVEL 4
##