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MartinM
VoIP.ms
Premium,VIP
join:2008-07-21
kudos:3

4 edits

2 recommendations

The real issue

yes we'll certainly claim that we're trying to help you.

We have gone as far as getting traces from our Main System Administrator, 2 types of traces, explained to you in plain words in a ticket attachment.

The problem is PLAIN AND SIMPLE:

The customer devices replies: 486 BUSY

The customer refuses to believe that it's his device, even though the reply is coming from his OWN IP ADDRESS.

We've a LOT OF EXCHANGES on that ticket. We're MORE THAN WILLING TO HELP.

To resolve a problem it requires cooperation from both side.

Information on the registered Phone over 3G:

Addr->IP : CUSTOMER.IP.ADDRESS Port 42005
Def. Username: 143445_Nokia700
Status : OK (1568 ms)
Useragent : S60 RM-670 111.030.0609
Reg. Contact : sip:71pfW0hFjdGFtJOGi5Gv@CUSTOMER.REGCONTACT.IP.ADDRESS:5060;transport=UDP

Here are the traces:

- Customer IP has been replaced by CUSTOMER.IP.ADDRESS
- Seattle server IP Address has been replaced by SEATTLE.SERVER.IP.ADDRESS
- REGISTRATION CONTACT IP ADDRESS has been replaced with CUSTOMER.REGCONTACT.IP.ADDRESS

For the sake of easier reading and also for privacy issues for the customer:

Wireshark short trace:
Capturing on eth0
  0.000000 SEATTLE.SERVER.IP.ADDRESS -> CUSTOMER.IP.ADDRESS SIP/SDP Request: INVITE sip:71pfW0hFjdGFtJOGi5Gv@CUSTOMER.REGCONTACT.IP.ADDRESS:5060;transport=UDP, with session description
  1.137714 CUSTOMER.IP.ADDRESS -> SEATTLE.SERVER.IP.ADDRESS SIP Status: 100 Trying
  2.697744 CUSTOMER.IP.ADDRESS -> SEATTLE.SERVER.IP.ADDRESS SIP Status: 486 SIP/2.0 486 Busy Here
  2.698139 SEATTLE.SERVER.IP.ADDRESS -> CUSTOMER.IP.ADDRESS SIP Request: ACK sip:71pfW0hFjdGFtJOGi5Gv@CUSTOMER.REGCONTACT.IP.ADDRESS:5060;transport=UDP
4 packets captured
 
 

FULL SIP HEADERS

 
INVITE sip:71pfW0hFjdGFtJOGi5Gv@CUSTOMER.REGCONTACT.IP.ADDRESS:5060;transport=UDP SIP/2.0
Via: SIP/2.0/UDP SEATTLE.SERVER.IP.ADDRESS:5060;branch=z9hG4bK3b0db57b;rport
From: "Steve Seattle" <sip:5146678178@SEATTLE.SERVER.IP.ADDRESS>;tag=as68434aff
To: <sip:71pfW0hFjdGFtJOGi5Gv@CUSTOMER.REGCONTACT.IP.ADDRESS:5060;transport=UDP>
Contact: <sip:5146678178@SEATTLE.SERVER.IP.ADDRESS>
Call-ID: 50db932f11daef746720e3fc55c13785@SEATTLE.SERVER.IP.ADDRESS
CSeq: 102 INVITE
User-Agent: VoIPMS/SERAST
Max-Forwards: 70
Remote-Party-ID: "Steve Seattle" <sip:5146678178@SEATTLE.SERVER.IP.ADDRESS>;privacy=off;screen=no
Date: Thu, 31 Jan 2013 21:55:49 GMT
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REFER, SUBSCRIBE, NOTIFY, INFO
Supported: replaces
Content-Type: application/sdp
Content-Length: 475
 
v=0
o=root 30134 30134 IN IP4 SEATTLE.SERVER.IP.ADDRESS
s=session
c=IN IP4 SEATTLE.SERVER.IP.ADDRESS
t=0 0
m=audio 16602 RTP/AVP 0 3 8 112 5 10 7 18 111 101
a=rtpmap:0 PCMU/8000
a=rtpmap:3 GSM/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:112 AAL2-G726-32/8000
a=rtpmap:5 DVI4/8000
a=rtpmap:10 L16/8000
a=rtpmap:7 LPC/8000
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=rtpmap:111 G726-32/8000
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-16
a=silenceSupp:off - - - -
a=ptime:20
a=sendrecv
 
---
 
<--- SIP read from CUSTOMER.IP.ADDRESS:42005 --->
SIP/2.0 100 Trying
Via: SIP/2.0/UDP SEATTLE.SERVER.IP.ADDRESS:5060;branch=z9hG4bK3b0db57b;rport=5060;received=SEATTLE.SERVER.IP.ADDRESS
To: <sip:71pfW0hFjdGFtJOGi5Gv@CUSTOMER.REGCONTACT.IP.ADDRESS>
From: "Steve Seattle" <sip:5146678178@SEATTLE.SERVER.IP.ADDRESS>;tag=as68434aff
Call-ID: 50db932f11daef746720e3fc55c13785@SEATTLE.SERVER.IP.ADDRESS
CSeq: 102 INVITE
Content-Length: 0
 
<------------->
 
<--- SIP read from CUSTOMER.IP.ADDRESS:42005 --->
SIP/2.0 486 SIP/2.0 486 Busy Here
Via: SIP/2.0/UDP SEATTLE.SERVER.IP.ADDRESS:5060;branch=z9hG4bK3b0db57b;rport=5060;received=SEATTLE.SERVER.IP.ADDRESS
To: <sip:71pfW0hFjdGFtJOGi5Gv@CUSTOMER.REGCONTACT.IP.ADDRESS>;tag=e7k84e6hgphc7qqmsemu
From: "Steve Seattle" <sip:5146678178@SEATTLE.SERVER.IP.ADDRESS>;tag=as68434aff
Call-ID: 50db932f11daef746720e3fc55c13785@SEATTLE.SERVER.IP.ADDRESS
CSeq: 102 INVITE
Allow: INVITE,ACK,CANCEL,OPTIONS,BYE
Content-Length: 0
 
 

As you can clearly see, the customer IP Address is replying with a 486 BUSY CODE.

The customer denies this fact, and therefore, do not want to verify on his side and is asking us to "fix this"

I've seen the support ticket, it's HUGE and the replies are PROMPT AND DAILY.

So I will ask this to the customer:

- If you do not let us help you, how can we help you?

As noted by one of our System Administrators in the ticket:

"This is science, this is a fact, it's computer engineering, there's no feelings or humans intervening. It's simply 2 machines talking to each others."

-----------

All that is required is to find why, there is a device replying with a 486 BUSY on your registered IP and the problem will be solved.

The various staff responding to the ticket eliminated all the possible reasons. All they asked to test was normal procedures (Trying with a Softphone to confirm you can receive calls, Testing a different server, etc) They did try to help you resolve the problem to the best of their abiities. They also provided the information about the 486 BUSY before you updated this review as a retalition. They have also remained polite and responded promptly regardless of the fact that you've treatened many times to go to "forums and DSLReports with this".

Really, I'm not sure what more to add, I feel the review of our support and quality of service is totally flawed by the fact that one specific device on your side is replying with this busy code. You have been informed what the problem is, your staff is at your disposition for any further tests you might want to perform.

Best of luck and I wish things did not end up the customer giving legal treats over the phone.. Our tech guys are humans after all and all they want is to solve issues. I can confidently say they did well on the ticket, and I can post the timeline to prove it.

------------

Edit: Removed few privacy details from the trace.

--
Martin - VoiP.ms
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