Cannot Dial internal/External numbers on 9951 IPPhone on CME

[Mohamed Shameer Fareed]

I have a customer with CallManager Express v8.6 on Cisco 3925 with 7975 ipphones and couple of 9951 video phones.

These 9951 are rarely used and customer complained yesterday that they having problem calling out from these phones.

When they lift the handset and press new call and enter the number and press call again nothing happens, but they can use the cancel softkey to cancel the entered number or back softkey to erase the number. Entered number just stay on the screen for a while and reorder tone after few seconds. tried with # and same result, This behavior is for both dialing an external number and internal extension on another 7975 ipphone as well

with onhook or offhook when i dial an internal extension then also the number just stays on the screen and nothing happens

But If i go to call history on this 9951 and select a number to dial, then it works, very strange

Note: incoming calls work fine when calling from another IPphone to this 9951 extension

Appreciate your help on this

See relevant config below

IOS Version 15.0(1r)M13

voice service voip
 ip address trusted list
  ipv4 0.0.0.0 0.0.0.0
 allow-connections h323 to h323
 allow-connections h323 to sip
 allow-connections sip to h323
 allow-connections sip to sip
 fax protocol t38 version 0 ls-redundancy 0 hs-redundancy 0 fallback none
 sip
  registrar server expires max 3600 min 120

!

voice register global
 mode cme
 source-address 192.168.140.1 port 5060
 max-dn 5
 max-pool 5
 load 9951 sip9951.9-3-2-10
 authenticate register
 authenticate realm all
 timezone 21
 voicemail 6789
 tftp-path flash:
 create profile sync 3668643621817555
 camera
 video
!
voice register dn  4
 number 17804
 call-forward b2bua busy 6789
 call-forward b2bua noan 6789 timeout 20
 pickup-group 100
 name Spare
 no-reg
 label 17804
 mwi
!
voice register dn  5
 number 17833
 name MeetingRoom1
 no-reg
 label 17833
 mwi
!
voice register pool  4
 id mac 5478.1AE1.E85C
 type 9951
 number 1 dn 4
 username 17804 password cisco2
 codec g711ulaw
 no vad
 camera
!
voice register pool  5
 id mac 5897.1ECC.99DD
 type 9951
 number 1 dn 5
 dtmf-relay rtp-nte
 username 17833 password cisco1
 codec g711ulaw
 no vad
 camera
 video

Thanks

Shameer

[Divjot Singh Nanda · Accepted solution]

Hi,

Can you please share the below as well:

show voice register pool phone-load

show run

calling and called number

Debugs:

debug voip ccapi inout

debug ccsip messages

Thanks

Divjot Nanda

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[Sreekanth Narayanan]

What happens if you dial the number completely, and then press the call button on the 9951 phone?

And please provide the information that Divjot has asked. That'll help find out what's happening.

[Mohamed Shameer Fareed]

Hi Sreekanth

nothing happens, but i mentioned earlier they can call from history list

They have two 9971 phones and both having the same issue.

Thanks

Shameer

[Mohamed Shameer Fareed]

hi Divjot Nanda

really appreciate your prompt reply

i'll get this show/log files on monday

thanks

shameer

[Mohamed Shameer Fareed]

Hi Divjot Nanda

sorry i couldn't get back to you on time with logs

please see attached logs for show voice register pool phone-load and show run

Unfortunately the debug didn't show anything, when user dials an external number it just sit there and wait for timeout, no debug logs.

but interestingly if the user then go to call history and select the previously tried to dial number then it works, very strange

Thanks

Shameer

[Sreekanth Narayanan]

Which phone made the call? I'm seeing a difference here in the configuration of the 2 voice register pools.

In voice register pool 4 I don't see any dtmf-relay configured. Can you please configure dtmf-relay here? Either rtp-nte or sip-kpml.

voice register pool  4
 id mac 5478.1AE1.E85C
 type 9951
 number 1 dn 4
 voice-class codec 1
 username 17804 password cisco2
 no vad
!
voice register pool  5
 id mac 5897.1ECC.99DD
 type 9951
 number 1 dn 5
 dtmf-relay rtp-nte
 username 17833 password cisco1
 --More--          no vad
 camera
 video

[Mohamed Shameer Fareed]

Hi Sreekanth

Tried on both phones

voice register pool  4
 dtmf-relay sip-kpml
 no vad
!
voice register pool  5
 dtmf-relay rtp-nte
 

but still same issue

Thanks

Shameer

[Divjot Singh Nanda]

Hi Shameer,

Please make the changes as Sreekanth mentioned and if nothing works please share the running config along with the debugs as mentioned earlier.

--

Divjot Nanda

**Please rate useful posts**

[Mohamed Shameer Fareed]

Hi Divjot

please see shrun attached

as i mentioned earlier, the debug didnt show anything,

but when dialed from history i got this attached logs

Thanks

Shameer

[skmmyusuf]

I have the exactly same issue. Did you able to fix it?

[Mohamed Shameer Fareed]

No, still same issue

I'll try to open a TAC case today and update here

Thanks

Shameer

[Mohamed Shameer Fareed]

Hi 

Thanks for all the support

Managed to Fix the issue by upgrading the phone to its latest firmware

Thanks

shameer

[Irshad Mohammed Hussain]

Can you Please remove "Voice service Voip" from your config relaod the router and add the same again... i hope it should work

[bharathr06]

Hi,

Even I was also having similar kind of issues with my 9951 Phones, so I upgraded the CME to 10.5 from 8.6.

All the problems with my 9951 phone fixed. And even I did not upgrade the phone firmware.

I am still using 9.1.1.

Regards,

Bharath