SPA 9000 & SPA 400 issues

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Feb 23rd, 2009
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I have an install with SPA9000 and SPA400 with 2 analog phone lines.  Very often the outgoing telephone lines go dead.  There would not be any dial tone.  This happens very frequently and I suspect it has to do with the line disconnect signal.  How do you check for the line disconnect signal.  The calls do not seem to be terminating properly.

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Alberto Montilla Tue, 02/24/2009 - 03:42
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Hi Jim;


Some questions to help you address the issue: which country is the equipment located (each country has its own disconnection tone)?


In addition, are you using the wizard to upgrade the SPA400 FW and also to configure/localize it?


Regards
Alberto

jmathews63002 Tue, 02/24/2009 - 04:20
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The location is US and I have used the wizard to configure the SPA9000 and SPA 400

Patrick Born Tue, 02/24/2009 - 07:24
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Hi Jibu,


Assuming that you used the current SPA9000 Setup Wizard [2.1.0.0], localized for US, and are using the equipment in the US, all should be working without problem.


You can view the Hook Status of the FXO ports when you don't have dial tone as follows:

http:///> Status > FXO Line status > Hook Status > Line N status:


http:///> Setup > Line Settings > Tear down FXO port when silence detected for: 300 sec
can be used to force a hangup if the SPA400 is not able to detect a disconnect signal. Again, the defaults work very well in the US.


Questions about your statement, "... the outgoing telephone lines go dead."

  1. Can you please elaborate?
  2. Do both lines go dead at the same time, or does one line work while the other is dead?
  3. How do you determine that the outgoing lines go dead?
  4. What makes a dead line start working again?
  5. Do you pick up a SPA9xx phone and hear nothing?
  6. Are the SPA9xx phones' line key LEDs green?
  7. What is the registration status of the SPA400: http:///admin/voice/advanced> Voice tab > Info tab > Line N Status > Registration State:


Regards,



Patrick

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jmathews63002 Fri, 03/13/2009 - 07:52
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I have used the wizard 2.1.0.0 to configure the system.  Very often the AA does not work.  Calls come in and it is not being picked up.  I checked the settings that you asked and did not find any issues.  Could you please let me know why the AA does not get activated?


I have attached the SPA 9000 configs


Here is the SPA 400 configuration

fw_version=1.1.2.2&product_descrip=4-Port FXO VoIP Gateway&product_name=SPA400&h_dhcpc=disable&c4_ip_=192.168.1.163&c4_mask_=255.255.255.0&c4_gw_=192.168.1.1&h_dnsd=disable&c4_dns1_=&c4_dns2_=&ntp1=time.nist.gov&h_time_zone=-5&h_via_reg=enable&client_id=9000&client_addr=192.168.1.161&client_port=5060&port_id1=L1&port_id2=L2&port_id3=OFF3&port_id4=OFF4&sig_port=5060&rtp_port=10000&sig_tos=68&voice_tos=b8&h_session_time=enable&dref_time=0&minref_time=0&digit_map=x.T&h_pre_code=G.711U&h_pkt_g711u=3&h_vad_g711u=2&h_pkt_g711a=3&h_vad_g711a=2&h_pkt_g729=3&h_vad_g729=2&waitfortime_ans=180&call_limit=65535&tone_on=200&tone_off=200&dtmf_power=-130&ans_after=2&dialout_wait=400&battery_threshold=20&tx_gain=0&rx_gain=0&h_impedance=0&vmail_srvport=5090&spa9000_uid=9000&spa9000_cid=8888&vms_deposit_num=900&vms_access_num=800&h_mbuser1_enable=enable&h_mbuser2_enable=enable&h_mbuser3_enable=enable&h_mbuser4_enable=enable&h_mbuser5_enable=disable&h_mbuser6_enable=disable&h_mbuser7_enable=disable&h_mbuser8_enable=disable&h_mbuser9_enable=disable&h_mbuser10_enable=disable&h_mbuser11_enable=disable&h_mbuser12_enable=disable&h_mbuser13_enable=disable&h_mbuser14_enable=disable&h_mbuser15_enable=disable&h_mbuser16_enable=disable&h_mbuser17_enable=disable&h_mbuser18_enable=disable&h_mbuser19_enable=disable&h_mbuser20_enable=disable&h_mbuser21_enable=disable&h_mbuser22_enable=disable&h_mbuser23_enable=disable&h_mbuser24_enable=disable&h_mbuser25_enable=disable&h_mbuser26_enable=disable&h_mbuser27_enable=disable&h_mbuser28_enable=disable&h_mbuser29_enable=disable&h_mbuser30_enable=disable&h_mbuser31_enable=disable&h_mbuser32_enable=disable&mb_num1=101&mb_num2=102&mb_num3=103&mb_num4=104&mb_num5=&mb_num6=&mb_num7=&mb_num8=&mb_num9=&mb_num10=&mb_num11=&mb_num12=&mb_num13=&mb_num14=&mb_num15=&mb_num16=&mb_num17=&mb_num18=&mb_num19=&mb_num20=&mb_num21=&mb_num22=&mb_num23=&mb_num24=&mb_num25=&mb_num26=&mb_num27=104&mb_num28=103&mb_num29=102&mb_num30=101&mb_num31=&mb_num32=110&mb_pwd1=1234&mb_pwd2=6682&mb_pwd3=1234&mb_pwd4=1234&mb_pwd5=&mb_pwd6=&mb_pwd7=&mb_pwd8=&mb_pwd9=&mb_pwd10=&mb_pwd11=&mb_pwd12=&mb_pwd13=&mb_pwd14=&mb_pwd15=&mb_pwd16=&mb_pwd17=&mb_pwd18=&mb_pwd19=&mb_pwd20=&mb_pwd21=&mb_pwd22=&mb_pwd23=&mb_pwd24=&mb_pwd25=&mb_pwd26=&mb_pwd27=1234&mb_pwd28=1234&mb_pwd29=6682&mb_pwd30=1234&mb_pwd31=&mb_pwd32=1234&sysname=Admin&device_mac=00:18:39:21:C7:7E&now_time=07:47:10 Sep 08 2002&device_ip=192.168.1.163&device_mask=255.255.255.0&gateway_ip=192.168.1.1&device_dns1=&device_dns2=&h_usb_enable=Mount&vms_status=OK&usb_status=Used 18916KB, remaining 106756KB&SIPRG_status=Registered&hook_status1=On-Hook&hook_status2=On-Hook&hook_status3=On-Hook&hook_status4=On-Hook&COPBX_status1=42 V&COPBX_status2=45 V&COPBX_status3=0 V&COPBX_status4=0 V&h_TR_voltage=3&h_OLC_Min=0&h_onhook_speed=0&Rfreq_min=10&Rfreq_max=100&h_RV_time=3&h_RI_delay=1&h_Ring_timeout=5&h_Ring_thresh=0&h_Ring_imped=0&h_DC_limit=1&h_Caller_id=1&h_Signal_method=disable&Min_period=750&Sil_d_timer=300&h_cp_tone_region=&cptone_frac=40&high_coff_freq=650&low_coff_freq=450&cptone1_on=550&cptone1_off=550&cptone2_on=&cptone2_off=&cptone3_on=&cptone3_off=&cptone4_on=&cptone4_off=&repeat_count=1&h_aa_language=en&h_dste=enable&dstrule=start=4/1/7,end=10/-1/7,save=1

Patrick Born Mon, 03/16/2009 - 15:05
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Hi Jibbu,


Is this AA problem a new problem since you reconfigured the system?

Your originally reported, "Very often the outgoing telephone lines go dead.  There would not be any dial tone.  This happens very frequently and I suspect it has to do with the line disconnect signal."


Has the dead outbound lines problem been resolved?


To resolve the AA problem, please:

  1. Turn on debugging on the SPA9000: https://www.myciscocommunity.com/docs/DOC-3032
  2. Turn on debugging on the SPA400: https://www.myciscocommunity.com/docs/DOC-3034
  3. Turn on debugging on the SPA phones: https://www.myciscocommunity.com/docs/DOC-3033
  4. Take note of when AA fails and let me know so I know where to look [timestamp] in the log files
  5. Send the logs to me at paborn at Cisco.com


Regards,



Patrick

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jmathews63002 Tue, 03/17/2009 - 07:51
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Patrick,


Thanks for your prompt response.  I have been having issues with the customer instllations for a long time now and I thave tried everything possible.  I have upgraded the system with the latest version of the software and confugured the system using the Setup wizard 2.1.0.0.  Sometimes the AA does not answer the calls and sometimes the outgoing lines would not work.  When this happens I have asked the customer to unplug all the SPA 9000, SPA 400, switch and the router and restart the system.  Doing this gets it working.  The SPA400 has 2 analog POTS lines connected to it.  I have heard numerous complaints about the SPA400 and analog lines.  I have had a bad experience with the customer and would need to propose a good solution.  I may need to work with Cisco to get an upgrade to the system.  This is where I am now.  Cannot go back many times to fix the issue.

Patrick Born Tue, 03/17/2009 - 14:04
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Jibu,


I recommend that you contact Cisco supportin order to get your issue the attention and troubleshooting that it needs.


Some thoughts:

Are the SPA9000, SPA400, LAN switch, and router devices all connected to a properly sized UPS? A power brown-out could cause the devices to reboot, causing registration race-issues between the SPA9000 and the SPA400.


The SPA9000 registers to the SPA400 so an inbound call can only get to AA if the SPA9000's registration is current.

When outbound calls fail, it most likely means that the SPA9000 cannot access the SPA400, or that the SPA400 cannot access the PSTN lines.

The debugging information that I previously requested will help troubleshoot this.


Regards,



Patrick

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Patrick Born Wed, 03/18/2009 - 08:29
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Jibu,


Next time you receive ports of no AA or dead outbound lines please check the following:

  1. PBX status page: http:///admin/status [Look for hung lines and clear if applicable]
  2. Check if the SPA400 thinks that the lines are in use. The SPA400 Line's LED should be off if the phone is not active.


Please let me know how you progress.


Regards,



Patrick

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