[cisco-voip] Troubleshooting a shared line

[Mike King]

We're running 7.1.3.10000-11, and I had a user call in with the following
sceneriao.

They have a line extension 2920, that is shared on 4 phones. 2 7941's, 1
7961, and 1 VG224 port (They plug a cordless phone into it)

Recently (for the last month or so) the extension will show in use "the
light goes red", but none of them would be on the phone. They also said when
the light is red, nobody else can start a call on that extension. The way
they are fixing it has me puzzled.

They say the unplug the 7961 (which has the light being red, so it's not the
active call) and plug it back in. That will make the light clear, and they
can use the phones for a while, till the light stays on again.

What I'm looking for, is there a way to trace a DN? I.E. show which device
has the line siezed? I used to be able to do something like that with my
older PBX (It would print out all the phones that had an extension, and what
the various calls states the lines were in)

Of course I'll have to wait for it to happen again, and I have a snarky
suspicion they aren't really hanging up that cordless phone, even though
they are swearing it's off, but I'd like to be able to figure out what
"device" has the line seized.

Mike

[Ryan Ratliff]

CCM traces from all nodes that those phones register to (including the vg224) will show you what device is doing what that triggers the remote in use.

-Ryan

On Mar 19, 2010, at 11:51 AM, Mike King wrote:

We're running 7.1.3.10000-11, and I had a user call in with the following sceneriao.

They have a line extension 2920, that is shared on 4 phones. 2 7941's, 1 7961, and 1 VG224 port (They plug a cordless phone into it)

Recently (for the last month or so) the extension will show in use "the light goes red", but none of them would be on the phone. They also said when the light is red, nobody else can start a call on that extension. The way they are fixing it has me puzzled.

They say the unplug the 7961 (which has the light being red, so it's not the active call) and plug it back in. That will make the light clear, and they can use the phones for a while, till the light stays on again.

What I'm looking for, is there a way to trace a DN? I.E. show which device has the line siezed? I used to be able to do something like that with my older PBX (It would print out all the phones that had an extension, and what the various calls states the lines were in)

Of course I'll have to wait for it to happen again, and I have a snarky suspicion they aren't really hanging up that cordless phone, even though they are swearing it's off, but I'd like to be able to figure out what "device" has the line seized.

Mike

[Mike King]

Thanks Ryan,

Based on that information, I found the following documents:

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/trace/3_0/trace.html

<http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/trace/3_0/trace.html>
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a0080094e89.shtml

<http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a0080094e89.shtml>So
I'll have plenty of stuff to try next time. The second one looks the best
to me.

Mike

Post by Ryan Ratliff
CCM traces from all nodes that those phones register to (including the
vg224) will show you what device is doing what that triggers the remote in
use.
-Ryan
We're running 7.1.3.10000-11, and I had a user call in with the following sceneriao.
They have a line extension 2920, that is shared on 4 phones. 2 7941's, 1
7961, and 1 VG224 port (They plug a cordless phone into it)
Recently (for the last month or so) the extension will show in use "the
light goes red", but none of them would be on the phone. They also said when
the light is red, nobody else can start a call on that extension. The way
they are fixing it has me puzzled.
They say the unplug the 7961 (which has the light being red, so it's not
the active call) and plug it back in. That will make the light clear, and
they can use the phones for a while, till the light stays on again.
What I'm looking for, is there a way to trace a DN? I.E. show which device
has the line siezed? I used to be able to do something like that with my
older PBX (It would print out all the phones that had an extension, and what
the various calls states the lines were in)
Of course I'll have to wait for it to happen again, and I have a snarky
suspicion they aren't really hanging up that cordless phone, even though
they are swearing it's off, but I'd like to be able to figure out what
"device" has the line seized.
Mike
_______________________________________________
cisco-voip mailing list
https://puck.nether.net/mailman/listinfo/cisco-voip

[Mike Thompson]

Mike,

I'm running into a very similar issue at a customer and
currently have a TAC case open. The slight difference on my issue is that
no specific phone being reset clears out the seized line.



I'll make a note of updating the group when mine is resolved.



I'm running UCM 7.1.3-32900 and phone load 8.5.4SCCP



From: cisco-voip-***@puck.nether.net
[mailto:cisco-voip-***@puck.nether.net] On Behalf Of Mike King
Sent: Friday, March 19, 2010 12:47 PM
To: Ryan Ratliff
Cc: Cisco VoIPoE List
Subject: Re: [cisco-voip] Troubleshooting a shared line



Thanks Ryan,



Based on that information, I found the following documents:



http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/trace/3_0/trace.html



http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186
a0080094e89.shtml



So I'll have plenty of stuff to try next time. The second one looks the
best to me.



Mike

On Fri, Mar 19, 2010 at 12:39 PM, Ryan Ratliff <***@cisco.com> wrote:

CCM traces from all nodes that those phones register to (including the
vg224) will show you what device is doing what that triggers the remote in
use.

-Ryan


On Mar 19, 2010, at 11:51 AM, Mike King wrote:

We're running 7.1.3.10000-11, and I had a user call in with the following
sceneriao.

They have a line extension 2920, that is shared on 4 phones. 2 7941's, 1
7961, and 1 VG224 port (They plug a cordless phone into it)

Recently (for the last month or so) the extension will show in use "the
light goes red", but none of them would be on the phone. They also said when
the light is red, nobody else can start a call on that extension. The way
they are fixing it has me puzzled.

They say the unplug the 7961 (which has the light being red, so it's not the
active call) and plug it back in. That will make the light clear, and they
can use the phones for a while, till the light stays on again.

What I'm looking for, is there a way to trace a DN? I.E. show which device
has the line siezed? I used to be able to do something like that with my
older PBX (It would print out all the phones that had an extension, and what
the various calls states the lines were in)

Of course I'll have to wait for it to happen again, and I have a snarky
suspicion they aren't really hanging up that cordless phone, even though
they are swearing it's off, but I'd like to be able to figure out what
"device" has the line seized.

Mike

[Mike King]

So it started happening again, with some regularity. (They say it's about
once every three-four hours now)

What specific traces should I be gathering?

Mike

Post by Ryan Ratliff
CCM traces from all nodes that those phones register to (including the
vg224) will show you what device is doing what that triggers the remote in
use.
-Ryan
We're running 7.1.3.10000-11, and I had a user call in with the following sceneriao.
They have a line extension 2920, that is shared on 4 phones. 2 7941's, 1
7961, and 1 VG224 port (They plug a cordless phone into it)
Recently (for the last month or so) the extension will show in use "the
light goes red", but none of them would be on the phone. They also said when
the light is red, nobody else can start a call on that extension. The way
they are fixing it has me puzzled.
They say the unplug the 7961 (which has the light being red, so it's not
the active call) and plug it back in. That will make the light clear, and
they can use the phones for a while, till the light stays on again.
What I'm looking for, is there a way to trace a DN? I.E. show which device
has the line siezed? I used to be able to do something like that with my
older PBX (It would print out all the phones that had an extension, and what
the various calls states the lines were in)
Of course I'll have to wait for it to happen again, and I have a snarky
suspicion they aren't really hanging up that cordless phone, even though
they are swearing it's off, but I'd like to be able to figure out what
"device" has the line seized.
Mike
_______________________________________________
cisco-voip mailing list
https://puck.nether.net/mailman/listinfo/cisco-voip

[Ryan Ratliff]

CCM traces are Cisco CallManager in RTMT. Make sure they are set to detailed before the problem happens.

-Ryan

So it started happening again, with some regularity. (They say it's about once every three-four hours now)
What specific traces should I be gathering?
Mike
CCM traces from all nodes that those phones register to (including the vg224) will show you what device is doing what that triggers the remote in use.
-Ryan
We're running 7.1.3.10000-11, and I had a user call in with the following sceneriao.
They have a line extension 2920, that is shared on 4 phones. 2 7941's, 1 7961, and 1 VG224 port (They plug a cordless phone into it)
Recently (for the last month or so) the extension will show in use "the light goes red", but none of them would be on the phone. They also said when the light is red, nobody else can start a call on that extension. The way they are fixing it has me puzzled.
They say the unplug the 7961 (which has the light being red, so it's not the active call) and plug it back in. That will make the light clear, and they can use the phones for a while, till the light stays on again.
What I'm looking for, is there a way to trace a DN? I.E. show which device has the line siezed? I used to be able to do something like that with my older PBX (It would print out all the phones that had an extension, and what the various calls states the lines were in)
Of course I'll have to wait for it to happen again, and I have a snarky suspicion they aren't really hanging up that cordless phone, even though they are swearing it's off, but I'd like to be able to figure out what "device" has the line seized.
Mike
_______________________________________________
cisco-voip mailing list
https://puck.nether.net/mailman/listinfo/cisco-voip
_______________________________________________
cisco-voip mailing list
https://puck.nether.net/mailman/listinfo/cisco-voip