IPO 500V2 - Logging In and Out of 16xx Series Phones

[MightyRed]

Hi

I have a site with an IP Office 500 V2 on 6.0(8) Software, we had an issue with soft console on 6.0 (18), so have not upgraded. They have 1603 and 1608 handsets.

They have the main site on extensions 2xx, 3xx and 4xx.
Then they have 1 remote site on 5xx and then another remote site on 6xx.

The 3 sites are linked via VPN links.

The staff go between the 3 sites. So the customer is using the log out and log in feature of the 1608 phones. Eg they log out of main site say ext 201 and then log into a phone at remote site say 501 but use their extension number 201.
When they do this they can receive calls for 201 internally and externally via their DDI. However the display does not change when the call is ringing in, so there is no visual information on the display. Its as if the display is frozen.

If they use the remote phone as ext 501 and don't log in as ext 201. Everything works ok.

Has anyone got any ideas, i have spoken to our tech support team and they say this should not be happening.

I am not sure what firmware is on the remote phones. If the firmware is not up to date could that cause an issue??

Thanks in advance

 

[Bas1234]

Check for double numbers, 201 is a default number. It could be on one of the remote sites.

___________________________________________
It works! Now if only I could remember what I did...

Dain Bramaged
___________________________________________

 

[amriddle01]

I would say it could be a firmware issue, the fact you have a 3 site SCN up and running ok would suggest you know enough to get by and troubleshoot the basics. Also I have not seen this issue before

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[amriddle01]

Good point Bas, open ssa and look for conflicts in the directory section (it will be greyed out if you have none)

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[tlpeter]

When you use "user rights" then you must be sure that those user rights are also configured on the remote sites too.


BAZINGA!

I'm not insane, my mother had me tested!

 

[MightyRed]

amriddle01 - ok i will check ssa tomorrow when i get into the office.

bas - 201 was just an example extension number, it's happening on other extension numbers, especially when users log into the 5xx phones using other extension numbers. I will check about conflicts though.

tlpeter - i am using user rights on users in the main site 2xx, 3xx and 4xx. The phone users on the 5xx range on the remote site, which they seem to be having the main trouble with are not set up for user rights. They have been setup individually.

So could that cause the display to not show the incoming information when say a 2xx, 3xx or 4xx user logs in on the 5xx phone??

 

[amriddle01]

If the buttons are assigned via user rights then there needs to be a user rights with the same name on all sites that user may go to, so when they login it can assign the buttons correctly etc

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[MightyRed]

amriddle01

The 2 remote sites have not got a phone system of their own. They are extensions and users on the main site, just Remote phones. That's whats confusing me, they all use the same IPO500V2.

There is a 4th site which does have another IPO500V2, which is connected via an SCN, but they are not a problem.

Have you ever seen an upgrade from 6.0(8) to 6.0(18) cause soft console 4.2(20) to lose calls which have been put on hold for transfer whilst the receptionist is hearing ringback from the internal extension they are transferring to. They then have to wait for the call to recall back to them.

When i took them back to 6.0(8) all ok again.

 

[amriddle01]

Can't say I have seen that issue with Soft Console. Sounds like there are some ports being blocked from the system to the remote phones that's why their displays are not refreshing, ensure the VPN is fully open (even if the IT guy says it is it usually isn't)

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[Bas1234]

If you have "call appearance" setup thru the user rights then 2 things you can do, copy/paste the user rights like tlpeter mentioned from the main into the 2 remote sites. Or remove de "call appearance" from the button programming in the user rights and give every user it's own "call appearance" buttons.

The best option is to use user rights all over the 3 sites. This works best because it's less work and every thing works even call pickup members ect....

___________________________________________
It works! Now if only I could remember what I did...

Dain Bramaged
___________________________________________

 

[tlpeter]

Ok forget user rights.
Upgrade to 6.0.18 and see what happens then.
Forget softconsole for now.

6.0.8 is nasty!!!!

BAZINGA!

I'm not insane, my mother had me tested!

 

[MightyRed]

tlpeter - When we updated to 6.0(18) before we noticed the Soft console issue, they did test logging into remote site with another user and the fault was exactly the same.

amriddle01 - no conflicts on ssa in the directory section. If we are connected via a VPN should there be a firewall?? We are not using port forwarding.

 

[tlpeter]

Then you have a problem in your network.
How is it setup?
Do you have vpn in between?
Are there any ports open/blocked?


BAZINGA!

I'm not insane, my mother had me tested!

 

[MightyRed]

tlpeter - Yes we have a VPN link between sites, there a link from each router to every other site.

We don't seem to have a problem if say user 5xx is using phone for 5xx, it's only when say 2x, 3xx, 4xx or 6xx log into the phone for say 5xx.
Calls display ok if 5xx is using their own phone.

 

[sagbab]

Had a similar problem with 5610s on 5.0(18). When trying to log in on an extention on a remote site the screen went blank. Made the button setup into a user right and the problem went away. Can´t explain why though.

 

[MightyRed]

Ok Thanks for all the help, will give it a go on Monday