Cannot Dial External or Receive Calls. "Waiting for Line" 1

[msandhu413]

Hello.
We have Avaya IP Office 500 and we are not able to dial external or receive call. I have search the forum but not able to receive an answer.
When dialing out - phone systems say "Calling: Waiting for Line" and when for incoming it is busy signal for all calls. We have called AT&T and confirmed all 23 channels PRI lines are working fine and have green LED on the PRI port 9 / Line 5 on the IP Office card. Internal calls are working fine. LINE 5 which is the pri is showing IDLE for all lines in the system status and In Service and 0 channels in use.
Kindly advise what can be wrong. Thank you.

Following is log from monitor i receive when dialing outside line - "915104498261" (we dial 9 to get out)
********** Warning: Logging to Screen Started **********
333854mS CMCallEvt: 0000000000000000 0.1024.0 -1 BaseEP: NEW CMEndpoint f4aabda4 TOTAL NOW=1 CALL_LIST=0
333854mS CMCallEvt: 0000000000000000 0.1024.0 -1 MSandhu.-1: NEW CMExtnEndpoint f4aabda4, Name=MSandhu, Extn=3107, Phys Extn=3107
333855mS CMCallEvt: CREATE CALL:9 (f4aaaf20)
333855mS CMCallEvt: 0000000000000000 0.1025.0 -1 BaseEP: NEW CMEndpoint f4aa9614 TOTAL NOW=2 CALL_LIST=0
333858mS CMCallEvt: c0a8006d00000400 303.1024.0 9 MSandhu.0: StateChange: END=A CMCSIdle->CMCSDialInitiated
333858mS CMTARGET: c0a8006d00000400 303.1024.0 9 MSandhu.0: LOOKUP CALL ROUTE: GID=0 type=100 called_party=915104498261 sub= calling=3107 calling_sub= dir=out complete=1 ses=0
333858mS CMTARGET: c0a8006d00000400 303.1024.0 9 MSandhu.0: ADD TARGET (N): number=915104498261 type=100 depth=1 nobar=1 setorig=1 ses=0
333858mS CMTARGET: c0a8006d00000400 303.1024.0 9 MSandhu.0: SYS SC: 915104498261 2 15104498261 sc=type=Dial code=9N, num=N callinfop->sending_complete=1 secondary_dialtone=
333859mS CMARS: FindActiveARSByGroupID GroupID=50 - Found
333859mS CMARS: MakeCallTarget - Called Number: 15104498261
333859mS CMCallEvt: 0000000000000000 0.1026.0 -1 BaseEP: NEW CMEndpoint f4a9ffdc TOTAL NOW=3 CALL_LIST=1
333860mS CMTARGET: c0a8006d00000400 303.1024.0 9 MSandhu.0: INITIAL TARGETING SUCCEEDED
333860mS CMTARGET: c0a8006d00000400 303.1024.0 9 MSandhu.0: GetNoAnswerTimer:25
333860mS CMCallEvt: c0a8006d00000400 303.1024.0 9 MSandhu.0: StateChange: END=A CMCSDialInitiated->CMCSDialled
333862mS CMCallEvt: 0000000000000000 0.1025.0 9 TargetingEP: StateChange: END=B CMCSIdle->CMCSOffering
333862mS CMCallEvt: 0000000000000000 0.1026.0 9 ARS for Main: StateChange: END=T CMCSIdle->CMCSOffering
333863mS CMCallEvt: 0000000000000000 0.1025.0 9 TargetingEP: RequestEnd 0000000000000000 0.1026.0 9 ARS for Main
333863mS CMTARGET: c0a8006d00000400 303.1024.0 9 MSandhu.0: CancelTimer CMTCNoAnswerTimeout
333863mS CMCallEvt: 0000000000000000 0.1026.0 9 ARS for Main: StateChange: END=B CMCSOffering->CMCSOverlapRecv
333864mS CMARS: FORM: Main - Received Number: 15104498261
333864mS CMARS: FOUND A SHORT CODE - short_code: 1N; - Tel: 1Nsi5105822182 - Called_Party: 15104498261 - Line Group Id: 1
333864mS CMARS: SetCurrentTarget: Short_Code: 1N; - Line_Group_ID: 1
333864mS CMARS: FindActiveARSByGroupID GroupID=1 - Not Found
333864mS CMCallEvt: Cannot reserve a codec for Aend, aend is c0a8006d00000400 303.1024.0 9 MSandhu.0
333864mS CMTARGET: Problem with Line Id: 5 - preselected: 00000000, Unlicenced: 0, OperationalTest: 0, NewCallResourceCheck: 1
333865mS CMARS: LINE with group ID: 1 HAS NO CHANNEL: 34 - ATTEMPT OTHER TARGETS
333865mS CMARS: ModifyCMARSTarget: Short_Code: 1N; - Line_Group_ID: 1 set line status to CMARS_OUTOFSERVICE
333865mS CMCallEvt: Cannot reserve a codec for Aend, aend is c0a8006d00000400 303.1024.0 9 MSandhu.0
333865mS CMTARGET: Problem with Line Id: 5 - preselected: 00000000, Unlicenced: 0, OperationalTest: 0, NewCallResourceCheck: 1
333866mS CMARS: No Alternate ARS Or User Priority lower than ARS Priority - Remain on the Current Form: Main
333866mS CMARS: CMARSTargetingBusy
333866mS CMCallEvt: c0a8006d00000400 0.1026.0 9 ARS for Main: StateChange: END=B CMCSOverlapRecv->CMCSAccept
333866mS CMCallEvt: c0a8006d00000400 303.1024.0 9 MSandhu.0: StateChange: END=A CMCSDialled->CMCSRingBack
333869mS CMCallEvt: 0000000000000000 0.1025.0 -1 TargetingEP: StateChange: END=X CMCSOffering->CMCSDelete
333869mS CMCallEvt: 0000000000000000 0.1025.0 -1 BaseEP: DELETE CMEndpoint f4aa9614 TOTAL NOW=2 CALL_LIST=1
335035mS PRN: LoadCountControl: Marked As Successful Boot2
339859mS CMARS: Retarget existing BUSY targets - Num of Busy Targets: 1 - Current Form: Main

Following is log code when receiving a call with busy signal from same cell number (15104498261)
569876mS PRN: LAW=U PRI=1, BRI=0, ALOG=4, VCOMP=42, MDM=0, WAN=0, MODU=0 LANM=0 CkSRC=5 VMAIL=0(VER=0 TYP=1) 1-X=0 CALLS=0(TOT=9)
581473mS ISDNL3Rx: v=5 peb=5
ISDN Layer3 Pcol=08(Q931) Reflen=2 ref=0005(Remote)
Message Type = Setup
InformationElement = BearerCapability
0000 04 03 80 90 a2 .....
InformationElement = CHI
0000 18 03 a1 83 81 .....
InformationElement = FAC
0000 1c 1d 9f 8b 01 00 a1 17 02 01 01 02 01 00 80 0f ................
0010 53 41 4e 44 48 55 2c 4d 20 20 20 20 20 20 20 SANDHU,M
InformationElement = CallingPartyNumber
0000 6c 0c 21 80 35 31 30 34 34 39 38 32 36 31 l.!.5104498261
InformationElement = CalledPartyNumber
0000 70 05 c1 33 31 30 37 p..3107
581474mS CMTARGET: ISDN BChannel 1: in-service check = 1
581474mS ISDNL3Evt: v=5 stacknum=5 State, new=Present, old=NullState id=2
581474mS CMLineRx: v=5
CMSetup
Line: type=Q931Line 5 Call: lid=5 id=2 in=1
Called[3107] Type=Unknown (0) Reason=CMDRdirect SndComp Calling[5104498261] Type=Unknown Plan=ISDN Pres=Allowed (0)
BC: CMTC=Speech CMTM=CallIndSigCon CMTR=64 CMST=Default CMU1=ULaw
BChan: slot=0 chan=1
IE CMIESupplementaryService (3)
Interpretation APDU
rejectAnyUnrecognisedInvokePdu
CallingName.Invoke.CodePageISO8859-1
invokeId 1
user 'SANDHU,M ' presentation Allowed
581475mS PRN: Q931Trunk: Found QBChannel to match 0.1 --> 3.2
581475mS CMCallEvt: 0000000000000000 0.1027.0 -1 BaseEP: NEW CMEndpoint f17dfb38 TOTAL NOW=1 CALL_LIST=0
581475mS CMTARGET: ISDN BChannel 1: in-service check = 1
581475mS CMTARGET: ISDN BChannel 1: in-service check = 1
581475mS CMCallEvt: CREATE CALL:10 (f4aaaf20)
581476mS CMCallEvt: 0000000000000000 0.1028.0 -1 BaseEP: NEW CMEndpoint f4aa9614 TOTAL NOW=2 CALL_LIST=0
581479mS CMCallEvt: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: StateChange: END=A CMCSIdle->CMCSDialInitiated
581479mS CMTARGET: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: LOOKUP CALL ROUTE: GID=1 type=0 called_party=3107 sub= calling=5104498261 calling_sub= dir=in complete=1 ses=0
581479mS CMTARGET: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: SET BESTMATCH: length 4 vs -1 match=5105843107 dest=3107
581479mS CMCallEvt: Priority hike: call 10 priority 0->1
581479mS CMTARGET: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: LOOKUP ICR: DDI= CGPN=5104498261 (Destination 3107 ) => CDPN=3107
581480mS CMTARGET: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: ADD TARGET (N): number=3107 type=0 depth=1 nobar=1 setorig=1 ses=0
581480mS CMTARGET: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: SET USER: MSandhu orig=1
581480mS CMTARGET: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: ADD USER: MSandhu depth=1 disallow_cw=0 dnd=0 real_call=1 group_call=0 type(CMNTypeUnknown) incl(0x0) excpt(0x0), allow_redir(1) remote=00000000 simult 0 (0)
581480mS CMCallEvt: Cannot reserve a codec for Bend, aend is c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1
581480mS CMTARGET: (null): ADD PRIMARY
581481mS CMTARGET: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: NO INITIAL TARGETS: MSandhu
581481mS CMTARGET: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: ADD USER: MSandhu depth=1 disallow_cw=0 dnd=0 real_call=1 group_call=0 type(CMNTypeUnknown) incl(0x40) excpt(0x40), allow_redir(1) remote=00000000 simult 0 (0)
581481mS CMCallEvt: Cannot reserve a codec for Bend, aend is c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1
581481mS CMTARGET: (null): ADD PRIMARY
581481mS CMTARGET: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: SELECT: TRY VOICEMAIL orig_hg() orig_user(3107)
581481mS CMTARGET: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: ADD VM TARGET
581482mS CMTARGET: Voicemail Pro not operational
581482mS CMTARGET: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: ADD VM TARGET: FAILED availability=0
581482mS CMTARGET: c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1: Fallback() targeting failed
581483mS CMLOGGING: CALL:2019/12/0320:33,00:00:00,000,5104498261,I,3107,3107,SANDHU,M,,,0,,"",0,n/a
581484mS CMCallEvt: c0a8006d00000002 5.2.1 -1 Q931 Trunk:5 CHAN=1: StateChange: END=X CMCSDialInitiated->CMCSDelete
581484mS CMCallEvt: 0000000000000000 0.1028.0 -1 BaseEP: DELETE CMEndpoint f4aa9614 TOTAL NOW=1 CALL_LIST=0
581484mS CMCallEvt: END CALL:10 (f4aaaf20)
581485mS CMTARGET: ISDN BChannel 1: in-service check = 1
581485mS CMTARGET: ISDN BChannel 1: in-service check = 1
581485mS CMTARGET: c0a8006d00000002 5.2.1 -1 BaseEP: ~CMTargetHandler f4aa526c ep f17dfb38
581485mS CMCallEvt: c0a8006d00000002 5.2.1 -1 BaseEP: DELETE CMEndpoint f17dfb38 TOTAL NOW=0 CALL_LIST=0
581487mS ISDNL3Tx: v=5 peb=5
ISDN Layer3 Pcol=08(Q931) Reflen=2 ref=0005(Local)
Message Type = ReleaseComplete
InformationElement = CAUSE
0000 08 02 80 a2 ....
581487mS ISDNL3Evt: v=5 stacknum=5 State, new=NullState, old=Present id=2

********** SysMonitor v10.1.0.0.0 build 237 [connected to 192.168.9.1 (HAY-IPPHONE)] **********
581883mS PRN: Monitor Status IP 500 V2 9.1.7.0 build 163
581883mS PRN: LAW=U PRI=1, BRI=0, ALOG=4, VCOMP=42, MDM=0, WAN=0, MODU=0 LANM=0 CkSRC=5 VMAIL=0(VER=0 TYP=1) 1-X=0 CALLS=0(TOT=10)

********** Warning: Logging to Screen Stopped **********

 

[sizbut]

The trace shows multiple complaints by the system that it can't use an appropriate codec. So investigate that. Set the system and phone codecs back to default, check your VCM channels and licenses.

Remove the ssi elements from the short codes. Don't fiddle with CLI until you have basic in out call routing. When you do move on to that, does your provider agree with you changing the outgoing CLI on calls - its not universally allowed and even when allowed may have restrictions (CLI uually must be valid for return calls on the same line).



Stuck in a never ending cycle of file copying.

 

[critchey]

sizbut is right. Just so you know what to look for since you did setup a good monitor trace but was not sure what to look for:

Call out
333865mS CMCallEvt: Cannot reserve a codec for Aend, aend is c0a8006d00000400 303.1024.0 9 MSandhu.0

Call in
581480mS CMCallEvt: Cannot reserve a codec for Bend, aend is c0a8006d00000002 5.2.1 10 Q931 Trunk:5 CHAN=1

The truth is just an excuse for lack of imagination.

 

[msandhu413]

We did not make any change to the system. It was working well, till yesterday around 9AM. And currently all our staff is not able to receive and make calls, as we rely heavily on phone system.
We have another remote office which also have IP Office 500 connected via VPN. Also, have few analog lines connected to the system for faX.
i have also restored working previous configuration but same thing. All licenses are valid. And how do i set the system and phone codecs back to default. Attached is also a pic showing services alarm in the system status.
Any help will be appreciated.
My email macs@4c-alameda.org
Thank you

 

[critchey]

System codecs are located under system>VOIP. Default is G711 Ulaw, G711 Alaw, G729, G723 in that order top down.
VOIP Extensions will be under extension>VOIP. Same defaults.

Your System Status says you have no VCM available... do you have all IP phones? If so then you need VCM channels for them to work but internal calls would not work either(still need VCM for call setup but would drop once established)... you can call extension to extension right? Can you call from an IP phone to voicemail or IP phone to conference?

The truth is just an excuse for lack of imagination.

 

[IPOLackey]

Its definitely a VCM/codec issue.

I'm assuming you've rebooted the IPO itelf?

Can you set an ICR to a Dest of Voicemail and see if this answers?

 

[msandhu413]

Yes, we can call extension to extension. But we cannot call voicemail and we also cannot call or receive call from conference room phones such poly-com (same as dialing external).
I did set the Default is G711 Ulaw, G711 Alaw, G729, G723 in that order top down. Codec Selection for the VOIP extension is system default (no change).

 

[msandhu413]

How do i set an ICR to a Dest of Voicemail?

 

[critchey]

What hardware do you have in the system? It seems like your VCM resources are failing(despite it is supposed to use VCM resources for call setup IP to IP).

The truth is just an excuse for lack of imagination.

 

[critchey]

You can send calls to an auto attendant if created from the drop down should be at the bottom of the list. If you want it to go straight to voicemail (for say voicemail collect) make the destination *17 (have to type *17). I did see in your monitor trace your voicemail seemed to be down so not sure if that helps any... lol

The truth is just an excuse for lack of imagination.

 

[msandhu413]

I also did shut the system down. Removed the VMC32 Card and installed it back after 5 minutes of shutdown.

 

[critchey]

What all hardware do you have in the system? Left to right please.

The truth is just an excuse for lack of imagination.

 

[Firebird Scrambler]

This is spooky!. I've just come back from a customer today that has an Avaya IP Office V2 at release 9 who is having the same error of "Waiting for line" but it's occurs at ramdom across their SIP trunks on different lines and tends to happen once every 20 or 30 calls across any extension and it is only on outgoing calls only. Incoming is fine. I did a trace and captured it but it's been difficult to trace and was like looking for a "needle in a Haystack"

I realised that my issue isn't exactly the same, but if anyone could kindly look at the trace all file I've attached, then you will see the failed call at the beginning and 2 successful calls below it. I'm in the UK and I was calling a mobile hence the leading "0" instead of a "1".

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website =

http://somertel.myfreesites.net

linkedin

 

[msandhu413]

Yes, voicemail down, as well. All busy signals - just extension to extension is working not including conference phones. see attach pic for cards installed in the system.

 

[msandhu413]

where should i get the full details of the hardware so i can post or upload the image of the hardware in the system? attached is the physical system image? Red lights do flash after few seconds

 

[msandhu413]

We do not need the fax numbers anymore so i removed the card from slot 4 and did put the VCM32 card in there to see if that helps but same thing - could it be the VCM32 card at fault?
Also, if possible if there resource on this forum for remote help to the system to help us figure out the issue.
my email is macs@4c-alameda.org

 

[critchey]

Ya that was what I was expecting. So here are some things you should know about how you have this setup:
1) Combocards have 10x VCM resources
2) Combocards are "cheap" cards and I am rather reluctant to count on them for VCM resources
3) Systems use VCM resources left to right
4) Since you have a Combocard in the left slot you are most likely never using that VCM32, because the system thinks it can use the 10x VCM on the combocard, and if they fail it won't automatically move to the VCM32 like you would expect because it still sees them as there and available.

I strongly suggest taking the combocard out of the system and testing.

The truth is just an excuse for lack of imagination.

 

[critchey]

You can also see the system count of VCM resources in system status. It should show 42 available. Make sure it doesn't show 0 for some reason.

The truth is just an excuse for lack of imagination.

 

[msandhu413]

Ok, let me give that a shot and i'll update us. Thanks

 

[msandhu413]

So i shut down the system and removed the 2 cards (see pic). Left only the VCM card and also the card that connected to the AT&T router for PRI lines - green light.
But same results (internal extensions working fine but nothing calling out or to conference phone) - do i need to make any changes in the configuration.
On the system resources it is showing VCM - number of channcels :32 In use 0 usage 0% congestion count 11