8845 is not working properly on MS Teams

[eric.yang]

Hi there,

We have some 8845 registered on MS Teams. All of phones are having the same issue, the desk phone will automatically off-hook sometimes, and then showing "Timeout" on the screen after a few seconds. I was thinking the cause could be related to the SIP registration timer and changed some timer on the web gui of the phone, but the issue still persisted.

Also, the soft keys at the bottom of the phone screen are not working. E.g. press the softkey "DND", then press *30*, but no response from the server.

Any help would be appreciated.

[Ibrahim AlQumairi]

This seems like it might be related to a configuration issue within Microsoft Teams, So I recommend contacting Microsoft Teams support directly. They'll have the expertise to diagnose and address the specific problem you're experiencing.

[eric.yang]

Thanks Ibrahim. I already opened a case with Microsoft, but I was told they do not have the required tools to study Cisco logs as Cisco device is 3rd party.

[Maren Mahoney]

If you (or Microsoft) can capture the logs and you can post them here, we may be able to help look.

Maren

[eric.yang]

Thanks Maren. Attached the console log and the PRT file.

[eric.yang]

PRT file.

[Maren Mahoney]

The first thing I see is that the phone did do a successful registration, but the keepalives are all failing with "General Routing Failure". I don't know if that is normal in your environment, but it jumps out at me.

9248 NOT Jan 24 20:11:19.227996 (888-921) voice- =====> Send (TLS) [52.114.77.215]:5061 SIP MSG::  NOTIFY sip:mainsbc-euno.sdg.teams.microsoft.com SIP/2.0 
 Via: SIP/2.0/TLS 192.168.1.39:5062;branch=z9hG4bK-9016c928 
 From: "Eric Yang" <sip:+13066495588@fcl.crs>;tag=154d4c8096c7bd27o0 
 To: <sip:mainsbc-euno.sdg.teams.microsoft.com> 
 Call-ID: 25bea113-6b7f4905@192.168.1.39 
 CSeq: 25 NOTIFY 
 Max-Forwards: 70 
 Contact: "Eric Yang" <sip:+13066495588@192.168.1.39:5062;transport=tls> 
 Event: keep-alive 
 User-Agent: Cisco-CP-8845-3PCC/12.0.1 (6c410e5faac2) 
 Content-Length: 0 
  
9249 NOT Jan 24 20:11:19.228016 (888-921) voice-::End-Of-Sip-Message:: SIP MSG len=477 
9250 NOT Jan 24 20:11:19.397595 (888-921) voice-[Profiling-Stub] printRawSipMessage :  <===== Recv (TCP) [52.114.77.215]:5061 SIP MSG::  SIP/2.0 500 Server Internal Error
9251 NOT Jan 24 20:11:19.397654 (888-921) voice- <===== Recv (TCP) [52.114.77.215]:5061 SIP MSG::  SIP/2.0 500 Server Internal Error 
 Via: SIP/2.0/TLS 192.168.1.39:5062;branch=z9hG4bK-9016c928 
 From: "Eric Yang" <sip:+13066495588@fcl.crs>;tag=154d4c8096c7bd27o0 
 To: <sip:mainsbc-euno.sdg.teams.microsoft.com>;tag=1c633256997 
 Call-ID: 25bea113-6b7f4905@192.168.1.39 
 CSeq: 25 NOTIFY 
 Reason: SIP ;cause=500 ;text="General Routing Failure" 
 Content-Length: 0 

I also see a LOT of iterations like the following. I'd say the first thing to check would be a maladjusted faceplate leaning on a key, but you say it's several phones so that is unlikely. The other possibility I wonder about is some application is generating the keypress action. (Especially with : CC_EV_GUI_DIGIT_PRESSED) Could it be related to the keepalive failures? Maybe.

Line 11622: 0134 NOT Jan 24 20:36:05.692590 (888-921) voice-CC_eventProc(event=4107(CC_EV_GUI_DIGIT_PRESSED), lid=0, par=0, par2=(nil))
Line 11623: 0135 NOT Jan 24 20:36:05.692634 (888-921) voice-cepDialingProc: lid=0, event=4107(CC_EV_GUI_DIGIT_PRESSED), par=0, par2=(nil)
Line 11631: 0143 NOT Jan 24 20:36:05.901966 (989-989) mphone-CScreen_dispatch(): call agent process <Application_DialScreenCallDial?keypress=171&refID=00000&name=&number=>
Line 11632: 0144 NOT Jan 24 20:36:05.902059 (989-989) mphone-CSOCallDial_process 1839 number: name: keypress:171 trigger:(null)

First I'd compare this log to logs of working phones to see if the keepalives are successful for the working phones. Then look to see if the other phones are being pinged by an app like this phone is.

Let us know what you find.

Maren

[eric.yang]

Thanks Maren. It really helps. Actually, those phones are installed in user's home and registered to MS Teams over home Internet. Not sure if the home network settings or network performance is causing the keepalive failures. I shared your findings to Microsoft, hopefully they have some advice on this.

[Carlo Poggiarelli]

Hi,

I also would check firewall rules.

I had the same issue with other SIP phones loosing registration or not able to dial out.

Let us know 

Regards

Carlo

[eric.yang]

There is no any issue for making/answering an external call. it shows online and health on the MS Teams admin center. The issue happens randomly and very often. Sometimes it works very well.