Cant make external calls 1 ext 1

[AdamRedding]

Hey guys,

Wonder if you could help.

I have a ip office phone 1608 and on trying to make an internal phone works fine however on dialing anything externally it displays the number on screen and thats it, just doesn't dial the number.

Tried a different extension on this phone and still the same. Tried reset the phone to factory defaults and letting it re download the config from the phone system didnt work either

Have you guys here got any suggestions on what to try now?

Adam

 

[IPGuru]

Check the user is logged in
check the user is not set to "Out Going calls bared"
check the user short codes
Check the Sip settings for the user is you are using sip trunks
Run sys monitor to see what is actually happening.



A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[AdamRedding]

The user is logged in as 623
There is no outgoing call bar set.
He is dialing 9 before the number but everyone dials 9 to dial an outside.
Please find attached system status active logs when they try and dial out.

 

[AdamRedding]

Please use this link below to see the image.

 

[IPOLackey]

Hi Adam,

To see whats happening with the phone as it tries to dial we'll need a monitor trace. Open up Monitor and make a test call and post the result.

 

[AdamRedding]

Is there any specific traces you would like turned on.

Adam

 

[IPOLackey]

The Default should be enough but just to be sure, make sure Extension and Call Data are ticked on the call tab.

 

[AdamRedding]

Please find the attached log.
It just dialled and then the phone drops the call.

If you need any more information let me know.

http://www.filedropper.com/calllog

Adam

 

[IPOLackey]

What's the Extension number and number you dialled?

 

[AdamRedding]

The extension is 623 Bilal Akram - however the user now cant remember the number she dialled? do you want another test if needed?

Adam

 

[AACon]

2244701610mS CD: CALL: 279.89827.0 BState=Idle Cut=0 Music=0.0 Aend="Bilal Akram(623)" (0.0) Bend="" [] (0.0) CalledNum=901895638707 () CallingNum=623 (Bilal Akram) Internal=1 Time=67789 AState=Dialling
2244701611mS CD: CALL: 279.89827.0 Deleted
2244701612mS CMExtnEvt:    Bilal Akram: CALL LOST (CMCauseDialToneTimeout)

Taking too long to dial perhaps?

-Austin
ACE: Implement IP Office

 

[AdamRedding]

They dial the number within a handful of seconds if that - after dialling the 12th digit example '902082222222' it just hangs there until the phone just then drops the call and the number disappears from the screen.
If they don't dial 9 they don't get an outside line.

Any other suggestions?

 

[amriddle01]

It's an issue with shortcodes, that's what you need to fix

 

[IPOLackey]

Has this user ever worked?
My suggestion is to delete the user, then copy and paste a known working user and rename.

 

[NLPeterK]

I agree with amriddle01. Looking at all the other calls happening in this trace (how convenient ) all calls eventually hit a user short code. This never happens for Bilal. He's either misdialling or there are no user short codes defined on his User.

Since you say you tried it with another User on this extension (I can see you use hotdesking I believe?) I'm not entirely sure though. What happens when Bilal is logged on to a different phone? Can he successfully dial?

Also, on the other users calls I see short codes hitting 9N/N but also 1N/N? That must be an American thing (Hello, Europe here!) probably?

Ofcourse using user short codes is nice, but why not just set system codes since they're using the same lines anyways? (or I must have misread)...

 

[IPOLackey]

They're dialing UK numbers, and the other call on the trace is also prefixed with a 9 (although they also had 141 prefix as well) so I don't think this is it. I'm leaning towards a corrupt user. Some feedback from Adam would help.

 

[AdamRedding]

Copying the user worked.

Thanks for all your help IPOLackey