VOIP etc > Voice Over IP - VOIP > VOIP Tech Chat > Cisco SPA122 - Dropped incoming calls followed by busy tone

Cisco SPA122 - Dropped incoming calls followed by busy tone

Check that it's not something like accidental setup of do not disturb or forwarding.

Do you have multiple phones or are you driving existing house wiring? If so, test with one phone, preferably a line-powered corded model, connected directly to the device with a short cord.

If that also fails, try this test: Disconnect phone from device. Call VoIP number from your mobile phone. Do you hear more than cycle of ringback tone? If so, pick up analog phone and then plug cord into SPA. If that connects ok, you have a false ring trip problem; lowering voltage and/or changing waveform will probably help.

Otherwise, please answer: ITSP? Device on public IP? If not, modem make/model? Separate router, if any? Incoming calls from your ITSP work properly with softphone? Incoming calls work properly on SPA with a different provider? (if you don't have one, try a free Callcentric account, calling in via SIPBroker).

=> Check that it's not something like accidental setup of do not disturb or forwarding.

No

=> Do you have multiple phones or are you driving existing house wiring ?

Yes

=> If so, test with one phone, preferably a line-powered corded model, connected directly to the device with a short cord.

Still have the issue

=> If that also fails, try this test: Disconnect phone from device. Call VoIP number from your mobile phone. Do you hear more than cycle of ringback tone ?

No

=> Otherwise, please answer: ITSP ?

Yak Communication @ yak.ca

=> Device on public IP ?

No

=> If not, modem make/model ?

Motorola SB6120

=> Separate router, if any ?

No

=> Incoming calls from your ITSP work properly with softphone ?

No

=> Incoming calls work properly on SPA with a different provider? (if you don't have one, try a free Callcentric account, calling in via SIPBroker).

No

Thanks very much.

Something easy to try, though not very likely to work: In the SPA, for Line 1, try changing SIP Port from 5060 to e.g. 5070.

Hmm, if your SPA is connected directly to the cable modem (the SB6120 does not act as a router), it would normally get a public IP address, unless your ISP were doing NAT. If they are, they likely have a SIP ALG in the path, which is corrupting your incoming call. Who is your ISP?

Let's first confirm the addressing issue:

When you log into the SPA and go to Status > Internet Status, you'll see a value listed for IP Address. If this address begins with 10, 172.16 through 172.31, or 192.168, it's a private IP address, so your ISP is doing NAT. If not, it's almost certainly a public IP, but let's check further: Visit »checkip.dyndns.com/ and also »checkip.dyndns.com:8245/ . On a completely "clean" Internet connection, both of those displays should match the address displayed by the SPA.

When you tested with a softphone, did you use X-Lite 4 as recommended by Yak? With their settings? With the SPA shut down? Did outgoing calls work properly? Did incoming calls fail in the same way as with the SPA?

On an failing incoming call, does the called phone (or softphone) ring briefly?

When you tested the SPA with another provider, which one(s) did you try?

In the SPA under Voice -> Information, Line 1, what is shown for Registration State? After a failing incoming call, does the calling number appear in Last Caller Number?

Please post all non-default settings that you entered into your SPA, except of course for your user name and password.

Things seem to be a little clearer now. The SPA is obviously receiving the initial INVITE and starting to ring the phone, but one of two things is then going wrong:

1) The "180 Ringing" response is being rejected by the server, because of an SPA config problem or (less likely) corruption along the network path, e.g. modem or ISP.

2) The SPA sends the 180 properly, but then, because of a hardware defect or config issue, inappropriately answers the call, even though the phone is still on-hook (or not even connected). Then, because the phone is on-hook, the call appears to have ended and SPA sends a BYE.

If needed, we can find out exactly what is happening, with the "SIP Debug" feature of the SPA.

I see two issues with the testing done so far:

If I understand your post correctly, when you tested X-Lite, in both layout1 and layout2 configurations, the SPA was still on line and could have "stolen" the incoming call by (1) or (2) above. In the layout2 configuration, you should be able to power off the SPA and still have access to the Internet from your PC. Then, bring up X-Lite, confirm that it is registered and can call out, retest incoming. If it fails, wait until the SPA has been powered off for at least one hour and try again; the unexpired registration from the SPA might cause trouble.

Also, I'm concerned that your Profile Rule is pulling a config file intended for an SPA2102, and a subtle difference between it and the 122 is causing a problem. Please try the following: In the layout1 setup, reset the SPA to factory settings. Put your configuration (as in the .txt file) into Line 2 (in case it's a hardware defect affecting only Line 1), except that Profile Rule and Profile Rule B should be left blank. Of course, connect your phone to the Phone 2 port. Confirm that Line 2 is registered and you can call out, then test incoming.

If the X-Lite test passes but the Line 2 test fails, observe the lights on the SPA on an incoming call. Possibly, because of a defect, the power adapter can't supply enough current to ring the phone, and the device is rebooting.

I looked at test3 and don't see a ring trip. Could you please set SIP Debug Option for the line to Full and log the Debug Server output, for a failing incoming call?

Well, the SPA responded to the INVITE with what appears to me as perfectly good 100 Trying and 180 Ringing responses, but the server evidently didn't like something and sent a CANCEL. I don't know what to make of it, as it seems very unlikely that the response was corrupted by your modem or by Videotron.

It's after midnight here (Bangkok) and I need to get to sleep, but I'll look at it again in the morning and maybe I can spot something wrong. Or, another member may see a problem.

In the meantime, a pretty simple test (with your present setup) is to temporarily set Line Enable for Line 1 to no, confirm that it no longer shows registered, then start up X-Lite and see whether the softphone fails in the same way.

reply to linuxsoft
"Port forwarding" makes no sense in this situation. First, we know that the SPA gets a public IP, so the modem is not acting as a router. AFAIK, it is not even possible to configure an SB6120 as a router. And, even if there were a router involved, with missing or incorrect port forwarding, the SPA would not get the incoming INVITE at all. However, none of this precludes the possibility that the modem or Videotron is altering the INVITE or the replies.

I'd be very interested in hearing whether X-Lite (alone) works properly. If it does, that IMO makes a networking issue much less likely, and also makes it more likely than an SPA config change can fix it. If X-Lite does fail, then IMO it's either a networking issue, or your account was not set up correctly by Yak.

Have you confirmed that you don't have a setup problem on the Yak server? Be sure that there is no forwarding, follow-me, simultaneous ringing, etc. enabled.

To test for a networking issue, if you have access to a VPN (at work/school, a friend's or a commercial service), try X-Lite over the VPN, which should avoid any possibility of corruption by modem or Videotron. Alternatively, try X-Lite and/or your SPA at a friend's or neighbor's home, where they have a different ISP. If neither of the above are easily available, possibly Yak could do a SIP trace at their end, or I could rig a proxy to capture the traffic.

You also might try "laundering" the connection through a free PBXes.com account. Set up one extension for your ATA and test with *43 (echo test). Set up one trunk for Yak and confirm that it registers. You then need one inbound and one outbound route, to send all traffic from/to the trunk to/from the extension.

reply to Stewart

Re: Cisco SPA122 - Dropped incoming calls followed by busy tone

reply to Stewart
Hi Stewart,

Excuse-me if i did not answered quickly, but we might have a solution, see my open discussion on Cisco Support Community at »supportforums.cisco.com/message/···#3828409.

That is why i will get a Linksys SPA2102 because client provisioning cfg file and YAK SIP server are configured for that device.

As soon i received the new device, i will set up and enable SPA2102 debug logs and then i will post, for both of you, the capture of the "180 ringing" message.

What do you think of that idea ?

n.b. By the way, i live in Canada, Quebec, UTC/GMT -5 hours and it is actually 12:32:59 PM EST. Therefore, i understand the delay in our replies.

Regards.

I have an SPA3102 here, which IMO is very close to the 2102 in its behavior. I looked at the 180 Ringing and the only difference that I spotted is that it does not include a Contact: header. However, the RFCs specify Contact as optional for that reply, so it seems an unlikely reason for the server to be rejecting it.

If you drop in an SPA2102 and it works, then it will solve your problem and we'll likely be able to see what the difference is. If it doesn't work, you will at least get better support from YAK. With luck, they will find and fix the problem. If the trouble is in the cable modem or Videotron's service, there may not be a simple workaround, though you could probably use a PBXes or VPN account to get it going. Worst case, unless YAK is the only provider that meets some special requirement, you should be able to find another VoSP that works in your environment.

I should receive the new SPA2102 within the next 5 to 7 days, i will keep you posted as soon as i receive the ATA.

Thanks alot. Regards.