Solved Ring group says Cisco phone (SPA 508G) is busy.

[Richard Baker]

I have a client using 3CX ver 14. They only have a handful of extensions in 2 sites. The main site all inbound calls go to a ring group (800) to ring 2 extensions. The one extension (305) works fine. Extension 306 is attempted but the log indicates it is busy when that is not the case. Calls can be placed to/from that extension when not using the ring group. Both phones are Cisco SPA 508G. This has worked flawlessly up until a few weeks ago. Below is an excerpt from the log.

03-Jan-2018 10:53:42.691 Currently active calls - 1: [1119]
03-Jan-2018 10:53:37.687 [CM503007]: Call(C:1119): Extn:305 has joined, contact <sip:[email protected]:5060>
03-Jan-2018 10:53:37.686 [CM503007]: Call(C:1119): Line:10000<<260925xxxx has joined, contact <sip:[email protected]:5060>
03-Jan-2018 10:53:37.685 L:1119.2[Extn:305] has joined to L:1119.1[Line:10000<<260925xxxx]
03-Jan-2018 10:53:37.685 NAT/ALG check:L:1119.2[Extn:305] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
03-Jan-2018 10:53:33.946 Leg L:1119.3[Extn:306] is terminated: Cause: 486 Busy Here/INVITE from 192.168.1.xx:5060
03-Jan-2018 10:53:33.946 Call to T:RingAll:800@[Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5060] from L:1119.1[Line:10000<<260925xxxx] failed, cause: Cause: 486 Busy Here/INVITE from 192.168.1.yy:5060
03-Jan-2018 10:53:33.946 [CM503003]: Call(C:1119): Call to <sip:[email protected]:5060> has failed; Cause: 486 Busy Here/INVITE from 192.168.1.yy:5060
03-Jan-2018 10:53:33.834 [CM503025]: Call(C:1119): Calling T:RingAll:800@[Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5060] for L:1119.1[Line:10000<<260925xxxx]
03-Jan-2018 10:53:33.830 [CM503025]: Call(C:1119): Calling T:RingAll:800@[Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5060] for L:1119.1[Line:10000<<260925xxxx]
03-Jan-2018 10:53:33.795 [CM503027]: Call(C:1119): From: Line:10000<<260925xxxx ("CITY OF AUBURN :Auburn" <sip:[email protected]:5060>) to T:RingAll:800@[Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5060]
03-Jan-2018 10:53:33.795 [CM503004]: Call(C:1119): Route 1: from L:1119.1[Line:10000<<260925xxxx] to T:RingAll:800@[Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5060]
03-Jan-2018 10:53:33.793 [CM505003]: Provider:[AES SIP TRUNK] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:96.5.127.zzz:5060]
03-Jan-2018 10:53:33.730 [CM503001]: Call(C:1119): Incoming call from Line:10000<<260925xxxx to <sip:[email protected]:5060>
03-Jan-2018 10:53:33.730 Line limit check: Current # of calls for line Lc:10000(@AES SIP TRUNK[<sip:[email protected]:5060>]) is 1; limit is 4
03-Jan-2018 10:53:33.730 NAT/ALG check:L:1119.1[Line:10000<<260925xxxx] REQUEST 'INVITE' - some of SIP/SDP headers may contain inconsistent information or modified by intermediate hop
Media session IP ('c=' attribute) is not equal to the IP specified in contact header:
Media session IP:66.170.xx.yyy
Contact IP:66.170.xx.yyy
Media session IP ('c=' attribute) is not equal to the SIP packet source(IPort):
Media session IP: 66.170.xx.yyy
Received from: 66.170.xx.yyy
03-Jan-2018 10:53:33.729 [MS006000] C:1119.1: connection address is enforced to 96.5.127.xxx
03-Jan-2018 10:53:33.726 [CM503012]: Inbound any hours rule (Auburn) for 10000 forwards to DN:800

The Ring group in the second location works just fine. Extension 306 has been rebooted several times and has been plugged into a seperate network jack. Any Help would greatly be appreciated!

 

[leejor]

Does that extension appear anywhere else? Is it set to allow more than one call at a time? (you might try changing that to see if there is a different behaviour) Does 3CX show the extension as idle? Is there any call forwarding set?

 

[Richard Baker]

When I have tested the inbound calling the extension show as available (Registered (idle)). Extension does allow for more than one call at a time. Is it possible that the 3cx web phone on the PC could be causing the issue? Last time it worked was Dec 12th (same day as microsoft updates came out). All call forwarding is turned off on that extension.

 

[leejor]

If the extension is not set to allow more than one call at a time, and the extension number appears on more than one device, then it is possible that the status of the second device is affecting the calls. Try allowing more than one call, see what happens.

Last time it worked was Dec 12th (same day as microsoft updates came out). All call forwarding is turned off on that extension.

Possible, I would not be surprised. I don't really believe in coincidences.

 

[Richard Baker]

Problem resolved. When I checked the web interface on the phone in the admin/user section DND was enabled, but all other locations showed it disabled. I disabled it, rebooted the phone. All is working now. Thanks for the help Leejor! Much appreciated!

 

[leejor]

Glad you able to solve it.