avig2 Posted June 17, 2020 Report Share Posted June 17, 2020 Hello, A law practice just moved back into their office and 2 serious issues have just popped up out of nowhere. 1. One device/extension (Yealink t46S) goes directly to VM, no ringing (it happens to be the bosses phone, he's not happy) 2. One of the secretaries phones/extension) won't ring to her extension. I have went over the settings in Advanced Provisioner, Smart PBX and the phones themselves. I can't find any reason why this is occurring. In what is a probably related issue, both these phones are part of the main ring group and as you could imagine their extensions no longer ring. PLEASE ADVISE Thanks, Avi P.S. I have call logs but I"m not sure how to properly post them (i.e. which information needs to be hidden) Link to comment Share on other sites More sharing options...
Baze Posted June 17, 2020 Report Share Posted June 17, 2020 Is do not disturb on? Is the phone registered and able to make outbound calls? Link to comment Share on other sites More sharing options...
avig2 Posted June 17, 2020 Author Report Share Posted June 17, 2020 Do not disturb is not on. Yes, the phone is registered and could make outbound calls, the phone could also pick up parked calls. The only issue I see so far is, that this device is no longer part of the ring group and can't be directly transferred to. Link to comment Share on other sites More sharing options...
esoare Posted June 17, 2020 Report Share Posted June 17, 2020 10 minutes ago, avig2 said: Do not disturb is not on. Yes, the phone is registered and could make outbound calls, the phone could also pick up parked calls. The only issue I see so far is, that this device is no longer part of the ring group and can't be directly transferred to. Hi, Did you use the advanced call flows to create the paths to the users/devices? Are these built in smart PBX? Esoare P.s. did you try a restart from Advanced Provisioner? Double check your ring groups or call flows to make sure the users or devices are in the groups, try not to mix devices and users that may cause problems... Link to comment Share on other sites More sharing options...
avig2 Posted June 17, 2020 Author Report Share Posted June 17, 2020 I created the users and added the devices via smartpbx, and I used the advanced provisioned to set the keys. I did do a restart from advanced provisioner. I double checked the ring group as well. Should I try a factory restart on the devices? i think the logs could probably help, but I’m not knowledgeable enough to read them Link to comment Share on other sites More sharing options...
esoare Posted June 17, 2020 Report Share Posted June 17, 2020 Do a factory reset on them and let us know the results. Do you have access to those phones now? Do you have web access to them remotely? Esoare P.s. If the reset doesn't work, try a firmware update in the same family. I/e 83.10 to 83.50 Link to comment Share on other sites More sharing options...
avig2 Posted June 17, 2020 Author Report Share Posted June 17, 2020 I just left their office. Factory reset didn’t work. I’ll try doing a firmware update tomorrow Link to comment Share on other sites More sharing options...
avig2 Posted June 21, 2020 Author Report Share Posted June 21, 2020 Ok, So I thought this was resolved but... I was wrong. This is what happened. When the boss wanted to take a phone home before the closure I left his phone in his office and assigned one of the conference phones to his "user", so he had 2 phones assigned to him. The newly added phone worked as his at home and still worked when he brought it back to office and I changed the "user" back to a conference phone. But the boss's phone only works for outbound or picking up a parked call, but wont ring if part of ring group or transferred to. My bandage fix was swapping phones, changing the conference phone back to the boss by changing the "user", and changing the boss's phone to a conference room phone. Issue now is that the conference room phone now can't receive inbound calls. So basically adding a 2nd phone to same "User" seemed to have caused the issue Also, the secretary's phone still doesn't receive inbound calls, although I never added a 2nd phone to her "user" When I try to dial directly the error on the yealink screen says "unable to comply" I"m not an expert in reading call logs but this looks kind of funny, not sure if that helps. "custom_sip_headers": {}, "disposition": "DELAYED NEGOTIATION", Link to comment Share on other sites More sharing options...
esoare Posted June 22, 2020 Report Share Posted June 22, 2020 8 hours ago, avig2 said: Ok, So I thought this was resolved but... I was wrong. This is what happened. When the boss wanted to take a phone home before the closure I left his phone in his office and assigned one of the conference phones to his "user", so he had 2 phones assigned to him. The newly added phone worked as his at home and still worked when he brought it back to office and I changed the "user" back to a conference phone. But the boss's phone only works for outbound or picking up a parked call, but wont ring if part of ring group or transferred to. My bandage fix was swapping phones, changing the conference phone back to the boss by changing the "user", and changing the boss's phone to a conference room phone. Issue now is that the conference room phone now can't receive inbound calls. So basically adding a 2nd phone to same "User" seemed to have caused the issue Also, the secretary's phone still doesn't receive inbound calls, although I never added a 2nd phone to her "user" When I try to dial directly the error on the yealink screen says "unable to comply" I"m not an expert in reading call logs but this looks kind of funny, not sure if that helps. "custom_sip_headers": {}, "disposition": "DELAYED NEGOTIATION", Are you sure the devices don’t have the same SIP username/password? that may be the issue... esoare p.s. Hope you get this resolved Monday! Link to comment Share on other sites More sharing options...
avig2 Posted June 22, 2020 Author Report Share Posted June 22, 2020 I checked that, each device has its own username password. Im completely dumbfounded as to how to fix this! I would delete the entire account and start over again, but I don’t know if that would help. Any advice would be super appreciated. I’m going over now to return the devices and stall for some more time. Link to comment Share on other sites More sharing options...
esoare Posted June 22, 2020 Report Share Posted June 22, 2020 @avig2 have you looked at Debug app, to see if all the phones are registered? On this account, have you used Smart PBX or Advanced Call Flows for this account? Do you have CallThru.us app active for this account/users? esoare Link to comment Share on other sites More sharing options...
Mooseable Posted June 22, 2020 Report Share Posted June 22, 2020 Posting logs helps. do a search and replace for IP addresses, usernames, realm/domain names and node names ideally. Logs should show the device being looked up and found as well as an invite to the device in freeswitch. Link to comment Share on other sites More sharing options...
esoare Posted June 23, 2020 Report Share Posted June 23, 2020 @avig2 You get 'em working? esoare Link to comment Share on other sites More sharing options...
avig2 Posted June 23, 2020 Author Report Share Posted June 23, 2020 No, still not working.. Call thru us was turned on, but I turned them off to no avail I’ll try to post logs with the private info hidden Link to comment Share on other sites More sharing options...
esoare Posted June 26, 2020 Report Share Posted June 26, 2020 Can you give an update on what happened @avig2 ? Just so we get 'closure' on this post. esoare Link to comment Share on other sites More sharing options...
avig2 Posted June 29, 2020 Author Report Share Posted June 29, 2020 As usual @esoare was super helpful! Still not sure why the devices stopped working correctly, but @esoare was able to guide me in fixing the issue. If i recall correctly First I needed to delete the device from "Devices" in SmartPBX , then un-assign the device from the "User". Then I added the device back in SmartPBX and settings in Advanced Provisioner. Finally I factory reset the device and let it provision itself, and Voila! (I"m still not sure what the best practice is for setting up a USER with multiple devices) Link to comment Share on other sites More sharing options...
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