SCCP IP Phone 7911 drop calls

[Remon Adel]

Dear forum users.

I have a client with the following:-

CUCM System version: 6

Firmware:SCCP11.8-4-2S
phone model :7911
Phone number : 1067

The client is complaing of call drops ,  internal or external it doesn't matter and the time varies, can be 20 seconds or five minutes. but some calls internal or external done sucessfully
I actually upgrade the firmware but the same isuue ..
Kindly find two attached files about below cases
Case 1 --1067 called 11   -----call droped before i listen to ring back 
Case 2 --ext 2222 dialed ext 1160 then  ext 1067 picked up  this call ,call droped after 15 seconds .

Thanks In Advance

[pkinane]

Hello, 

If possible, please attach all of the Callmanager service traces starting 5 minutes before the call until 5 minutes after the call. Also provide the calling number, called number, and time stamp.

R/s,

Patrick

[Remon Adel]

Dear Patrick
thanks ,kindly fine new attached files in discussion

[pkinane]

Hello,

It seems not all of the traces were collected. Please use this document to help get all of the traces.

https://supportforums.cisco.com/document/126666/collecting-cucm-traces-cucm-862-tac-sr

R/s,

Patrick

[Amit Sharawat]

Please attach complete logs, just before we made the call till the call got dropped.

[Remon Adel]

Dear Amit
Thanks for your support and i actually update discussion

[Amit Sharawat · Accepted solution]

Hi,

For the 1st call, right after when the CUCM instruct the phone to display "Ring out", the phone goes Onhook for some reason. I see that user did not even press any "End Call" soft key, but the call the "Onhook" is still generated by the phone. So, look like an issue with the phone itself.

3/17/2016 16:06:56.620 CCM|StationD:    (0653252) DisplayPromptStatus timeOut=0 Status='€' content='Ring Out' 

03/17/2016 16:06:57.163 CCM|StationInit: (0653252) StationMediaPathEvt.|<CLID::StandAloneCluster><NID::10.97.200.11><CT::2,100,65,1.289720436><IP::10.97.110.211><DEV::SEP00260B5C63E0><LVL::State Transition><MASK::0020>
03/17/2016 16:06:57.165 CCM|StationInit: (0653252) OnHook.|<CLID::StandAloneCluster><NID::10.97.200.11><CT::2,100,65,1.289720437><IP::10.97.110.211><DEV::SEP00260B5C63E0><LVL::State Transition><MASK::0020>


So, we need to collect the console logs for the phone check why the phone sent the OnHook Event. Here is the link on how to collect the console logs:

https://supportforums.cisco.com/document/54251/collecting-console-logs-cisco-unified-7900-series-ip-phone

[Amit Sharawat · Accepted solution]

And the same issue with 2nd issue, the "OnHook" event received from the Phone randoml.

13:12:29.929 CCM|StationInit: (0652599) OpenReceiveChannelAck 

13:12:39.039 CCM|StationInit: (0652599) StationMediaPathEvt.

13:12:39.042 CCM|StationInit: (0652599) OnHook.

As you can see, the phone is sending the onhook event at random times, this clearly an issue with the phone itself,

I would advise you to collect the phone console logs for such a call disconnect and upload it here again. This looks like an abnormal behavior from the phone, not sure if it is a defect.

~Amit