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 **********

 

[msandhu413]

Do i also need to remove the combo card from system configuration in Avaya Manager. The VCM32 card is still at same location and i move that card to the left most side, as well?
EDIT:
I did remove the combo card from system configuration and saved but no luck..

 

[msandhu413]

Could it be VCM card or any hardware fault that i can check? Also is there paid Remote support resources recommendation i can utilize to help - macs@4c-alameda.org

 

[msandhu413]

critchey - any other trouble shooting i can do to narrow down the issue? The whole agency is down with no no phones.

Can anyone assist? Thanks.

 

[critchey]

Are all phones IP or do you have any digital? Do you have an analog phone to test with (butt set)? Have you checked in System Status to see what it reports as available VCM resources after removing the cards? You could try moving the VCM to left most slot but it should see the actual cards in play (system status sees this). If you go to voicemail in system status does it say your voicemail is embedded or none or what? When you log into manager is there an exclamation near the box you check next to the system? If so highlight over it and see if it says system not running system software...

So many things could be in play here. VCM resources is main issue but the fact your voicemail also seems down is odd. Could be the IP 500 V2 since both the combocard and VCM32 resources are not working...



The truth is just an excuse for lack of imagination.

 

[sizbut]

You have plenty of analog phone ports. Plug a plain ordinary phone into one of those and I bet you'll find it can make external calls, access voicemail, etc.

I would strongly suspect that your VCM card has gone faulty. The combo card is providing some VCM services but not enough, hence the frequent maxed out count appearing in System Status.

You need to get replacement card or borrow one to test whether that is the solution.

Stuck in a never ending cycle of file copying.

 

[msandhu413]

Nope - no luck yet - VM is not embedded. Most are IP phones. I will try to find local IP office unit and some cards to do testing. Also, I noticed we cannot ping from the unit in the system status to the internal company network - 192.168.0.x (LAN 1) but the phone network which is on 192.168.9.x is working.

 

[critchey]

VM is not embedded"... does system status say it is none? Or are you telling us it is Voicemail Pro?
I thought you took the combocard out? Now you are saying you will "try to find the local IP office unit"...
Now you can't even ping the internal network?
It is incredibly hard to provide you any help when you provide incomplete information and/or the information is changing.

This is my last attempt to help on this thread...

If you run the system with no VCM and only a combocard can a single IP phone make a call?
If you run the system with no combocard and only a VCM can a single IP phone make a call?
Can you make calls with either a digital phone or analog phone?

If you can not complete these steps or provide accurate information you NEED to pay a qualified technician to help you(preferably one who can come on site). You have already lost phone calls for an entire day.

The truth is just an excuse for lack of imagination.

 

[sizbut]

The voicemail is probably fine. Investigating it is a distraction.

Despite running over a data connection from the IP Office to the voicemail server, the connection doesn't need any VCM resources*. So non-IP phones can access voicemail without using VCM channels. However, IP phones do need VCM resources to access voicemail.

So lack of voicemail to IP phones again comes back to probably being insufficient or no VCM channels. (though your System Status screen shot showed the system occasionally running out of voicemail channels for the number of calls).

Plug in that analog phone, find out what works for it, use the results to determine the fix.


*Its a legacy somewhere deep in the IP Office code stemming from when IP phones were rare things.

Stuck in a never ending cycle of file copying.

 

[critchey]

I was not investigating IP phones to voicemail for VCM resources. I was finding out if the SD card was not functioning hence the "When you log into manager is there an exclamation near the box you check next to the system? If so highlight over it and see if it says system not running system software" question. Once the SD card has issues, or gets over tightened, all bets are off on what the system will decide to do... I have seen it do some crazy crazy things.

The truth is just an excuse for lack of imagination.

 

[msandhu413]

My apologies if something was unclear. All we were trying to do is troubleshoot the issue, as many factors are involved. It was network issue. We are able to find the problem; since we were able to dial extension but not outside line or conference phones; hence, it pointed to LAN Ethernet board on the IP 500 unit. We purchased a local use IP Office 500 box - upgraded - swap the cards and SD. Came right back up.
All is working now. Thank you all for the responses

 

[critchey]

At least it is up and running now but I would certainly keep an eye on those issues(VCM and voicemail). Maybe related to the control unit or maybe continuing issues.

The truth is just an excuse for lack of imagination.