IP Office Troubleshooting
Incoming Calls to IP Phones Do Not Have Complete Transmission
Incoming calls to IP phones have one way transmission or no transmission at all.
I. Check the incoming call route to make sure the call is routed to the correct destination.
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click Incoming Call Route and double-click the incoming call route used by the caller when the problem was experienced.
3. If the call route's destination is to a Hunt Group, do the following:
i. Check that the user experiencing the problem is part of the Hunt Group by doing the following:
a. From the Configuration Tree, click Hunt Group and double-click the corresponding Hunt Group.
b. On the HuntGroup tab, check that the user is listed within the Extension List.
ii. If the user is part of the Hunt Group, check that the user does not have Forward Huntgroup calls enabled by doing the following:
a. From the Configuration Tree, click Users and double-click the user in question.
b. On the Forwarding tab, verify that Forward Huntgroup Calls is not enabled.
i. Check that all the VoIP users in the Hunt Group have the same Codec type setting.
a. From the Configuration Tree, click Extension and double-click the VoIP extension in question.
b. On the VoIP tab, check that the Compression Mode field is set to a specific codec rather than for Automatic Selection. The hard coded codec
should match for all users.
4. If the call route's destination is to a voicemail call flow, check that the call flow is directing the call appropriately. If the voicemail call flow is directing calls to an invalid condition or action, this may be the cause of the problem.
Note: An associated topic for this problem is VoIP Calls Not Tagged with Priority over Data Packets. The procedure could help to resolve the problem.
II. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
• A copy of the IP Office configuration will be useful before escalating to your support organization.
• The username and password of the configuration must be provided to your support organization for testing purposes.
• Any trace codes or log files generated by the System Monitor application (if available).
• Notes relating to the result of each of the verification steps performed above.
• The customer's network diagram (if applicable).
After the necessary changes have been made, reboot the IP Office and check with users to confirm that the issue has been resolved.