IP Phone Dialing Number By Itself

[Matthew Martin]

Hello All,

CUCM: 10.5(2)

IP Phone: 7941G

In one of our Branch offices today, one of their IP Phones, 7941G, begins to dial a telephone number outbound as soon as they pickup the handset.

It was described to me like so:

"when you pick up the receiver...no dial tone. 'just the operator saying you can't dial out as dialed' <telephone#> shows... You need to hang up and press button 'new call'. then it works."

The <telephone-#> that displays looks like an actual phone number, but it doesn't include the "9" for an outbound call... It is very strange and I haven't seen an issue like this before. And I'm not sure why this would suddenly start happening. No changes were made to their phones in CUCM.

Any thoughts or suggestions would be greatly appreciated!

Thanks in Advance,

Matt

[Maren Mahoney]

Try using the Dialed Number Analyzer. Enter the Phone/DN combo as the source and null/blank as the target. See what it is matching in CUCM. You may need to change the Digit Analysis Complexity in the CallManager Service service parameter from 0 (StandardAnalysis) to 1 (TranslationAndAlternatePatternAnalysis) to capture the analysis correctly. If that is not showing any anomalies, I'm not sure.

If you have a spare 7941 handset, do a SuperCopy and see if that phone works correctly. That will tell you if it is the phone firmware, or a dialplan problem with the DN.

I can't imagine firmware going bad all by itself, but I suppose it's possible. If the second phone works and the first one doesn't try a factory reset on the first phone and let it re-download the firmware. (Be ready for a two-stage firmware upgrade if the phone is old enough.)

[Matthew Martin]

Hey Maren, thanks for the reply!

On Friday evening I performed a Reset/Restart of the phone from CUCM. But, there wasn;t anyone left in the location who could perform the test. So this morning I had someone in that location attempt a call again and it seems to be working now.

I also did the DNA for that phone and left the destination number blank. But, the results didn't show anything out of the ordinary. So maybe it was just something strange going on until the reset of the phone.

Thanks Again,
Matt

[Y C]

Any chance the user had the "Received Calls" directory open? If you have any directory open and a past call highlighted, picking up the handset auto-dials that number. So if said user had received a call from said person (which wouldn't show the 9 on an incoming), had the received call directory open, and had this number selected, it would dial on every handset pickup until they exited the directory.

[Matthew Martin]

It stopped doing it after a reset of the phone.

But, I was watching the device's screen with the RemotePhoneControl App and I was actually able to see it happen once. From the phone's home screen, i.e. not while in any menu's or anything like that, the user picked up the handset and I immediately saw it dialing an outbound number. Same number each time...

Another strange thing was, on an inbound call to that device. When they picked up the handset, it appeared to not answer the call, and instead, it attempted a new outbound call to the same number shown all the other times.

If it starts happening again I'll try clearing all the call directories on the phone, like Missed/Placed/etc...

Thanks again for the replies, much appreciated!

-Matt

[Ratheesh Kumar]

Hi there

We had a couple of issues similar kind long back. Please check the below links and let me know that helps. Also try clearing the Missed/Received/Placed Calls on that phone and test.

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCuc33008/?rfs=iqvred

https://supportforums.cisco.com/t5/ip-telephony/7975-dial-random-numbers-when-off-hook/td-p/1563440

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCtz29414/?rfs=iqvred

Hope this helps!

Cheers
Rath!

***Please rate helpful posts***