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IP Office Troubleshooting

ISDN Calls Cutting Off



Issue
Calls on ISDN lines/trunks cutting off.

Actions
I. Confirm that the ISDN settings within Manager are consistent with the those provided by the Central Office/Network Provider.

PROCEDURE

To look at the settings within Manager:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click Line and double-click then PRI trunk in question.
3. On the Line tab, check the following:
The Line SubType matches that provided by the Central Office/Network Provider.
The Number of Channels setting matches that provided by the Central Office/Network Provider.
4. On the Advanced tab, check the following:
The Clock Quality is correctly set.
If there is only one PRI line/trunk, set the Clock Quality to Network.
If there are more than one PRI lines/trunks, set one of the lines/trunks to Network and the others to Fallback.
The line Signaling field should be set to CPE.
If CRC is enabled at the Central Office/Network Provider, then the CRC Checking field on this window should also be checked/enable.
5. Click OK.
6. If any updates have been made and needs to be saved, click and accept the selected reboot mode by clicking OK.

II. Check Central Office/Network Provider lines for intermittent disconnect problems.

PROCEDURE

1. Ask the service provider if there are any problems on the line in question.
2. Check the System Monitor traces for invalid disconnect cause code in the line messaging.
To use the System Monitor application:
i. On the PC running Manager, click the Windows Start icon and select Programs|IP Office|Monitor.
ii. On the SysMonitor application, click Trace Options to select the trace settings.
iii. On the ISDN tab, make sure the following fields (under the Events heading) are checked:
Layer 1
Layer 2
Layer 3
iv. Click OK.
v. Trace codes start appearing on the on the SysMonitor window. In the example below, the actual trace codes are in bold and the explanation are in regular type.

This is a sample trace of an PRI line going down, cutting off the calls in progress and then the line coming back up:

1072151mS ISDNL1Evt: v=0 peb=5,F2 F1
The PRI in Slot A i.e. Line 5 (peb=5) has gone from the F1 state (normal Operational state) to the F2 state (Fault condition 1 state i.e. receiving RAI or receiving CRC errors).

1072651mS ISDNL1Evt: v=0 peb=5,PHDI ?
Line 5 (peb=5) is now in the Disconnected state (PHDI Physical Deactivate Indication).

1072651mS ISDNL3Evt: v=0 p1=0,p2=1001,p3=5,p4=127,s1=
ISDN Layer 3 event which gives current status of line 5 (p3=5)
P1=0 -> ISDN Stacknum = 0.
P2=1001 ->Line Disconnecting
P3=5 -> Internal reference number
P4=127 ->TEI = 127
S1= ->not used

1072651mS ISDNL3Evt: v=0 stacknum=0 State, new=NullState, old=Active id=4
ISDN Layer 3 event which indicates that call with id 4 (id=4) on the first ISDN stack (stacknum=0) has changed from being Active (old=Active) to No Call exists (new=NullState).

1072652mS ISDNL3Evt: v=0 stacknum=0 State, new=NullState, old=Active id=24
ISDN Layer 3 event which indicates that call with id 24 (id=24) on the first ISDN stack (stacknum=0) has changed from being Active (old=Active) to No Call exists (new=NullState).

1072653mS ISDNL3Evt: v=0 p1=0,p2=1001,p3=5,p4=0,s1= ISDN Layer 3 event which gives current status of line 5 (p3=5)
P1=0 -> ISDN Stack number = 0.
P2=1001 ->Line Disconnecting
P3=5 ->Internal reference number
P4=0 ->TEI = 0
S1= ->not used

1072656mS CMLineRx: v=5
CMReleaseComp
Line: type=Q931Line 5 Call: lid=5 id=4 in=1
Cause=38, NetworkOOO
The in coming call (in=1) on line 5 (lid=5), with an internal call id of 4 (id=4) has been dropped. Clear code is 38 Network Out Of Order (refer to ISDN Clear codes on our web site).
Note- There is no ISDNL3RX trace information as the call is dropped by the PBX NOT by the local exchange (due to the fact that we are no longer in communication with the Local Exchange!).
1072658mS
CALL:2000/11/2408:40,00:00:17,033,01732464420,I,300,027624,,,,0
The Incoming call from 01732464420 to [02083]027624 (Extn300) has been disconnected.
1072682mS CMLineRx: v=5
CMReleaseComp
Line: type=Q931Line 5 Call: lid=5 id=24 in=1
Cause=38, NetworkOOO
The in coming call (in=1) on line 5 (lid=5), with an internal call id of 24 (id=24) has been dropped. Clear code is 38 Network Out Of Order (refer to ISDN Clear codes on our web site).
Note- Again there is no ISDNL3RX trace information as the call is dropped by the PBX NOT by the local exchange (due to the fact that we are no longer in communication with the Local Exchange!).

1072684mS
CALL:2000/11/2408:36,00:04:12,004,01689839919,I,300,027624,,,,0
The Incoming call from 01689839919 to [02083]027624 (Extn300) has been disconnected.

1075545mS ISDNL1Evt: v=0 peb=5,F1 F2
Line 5 (peb=5) has gone from the F2 state (Fault condition 1 state i.e. receiving RAI or receiving CRC errors) to the F1 state (normal Operational state).

1075595mS ISDNL1Evt: v=0 peb=5,PHAI ?
Line 5 (peb=5) has now fully recovered and is in the Connected state (PHAI Physical Activate Indication).
III. 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).

Validation
Have the users in questions make the calls again and verify that calls are no longer cutting off.

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