Cant login to queue using spa504g

[johnbaxley]

I cant log in or out of our service queue by dialing 750* or 750**, respectively.

however, i can log in to the queue using a softphone and dial 750*. the problem seems to be when i dial the * at the end of the 750 (from a spa504g phone), it immediately goes to a fast busy signal.

does anyone out there know how to fix this? i've been pulling my hair out for weeks trying to figure this out.

all suggestions welcomed!

[Patrick Born · Accepted solution]

Hi johnbaxley,

Assuming the SPA504G is being used in SIP mode, it sounds like either the phone's dial plan is blocking the * or the phone's Vertical Service Activation codes are configured.

- Review the dial plan with a browser at Voice tab > Ext N > Dial Plan > Dial Plan:

     The phone's Admin Guide has dial plan examples.

       You could use "xx." to allow everything through.

       Or "|750*." to allow 750* and 750** through.

- Review the Vertical Service Activation codes at: Voice tab > Regional tab > Vertical Service Activation Codes:

     Make sure that no 750* or 750** are listed in any of the fields else the phone will attempt to interpret the code instead of sending upstream to the call control.

Regards,

Patrick

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One reference document to locate SPA phone resources

[johnbaxley]

Hi Patrick

Sorry for the delay here, out of town

Thank you for the help! Adjusting the dial plan corrected the problem with dialing *, but now I have a different problem. When I dial 750* to log into the queue, I get a protocol error on the phone display. Any ideas on how to fix that?

thank you again Patrick for your help

John

[johnbaxley]

here are the logs from me trying to log in:

[Jul 13 17:52:30] VERBOSE[26512] pbx.c: -- Executing [750*@from-internal:1] Macro("SIP/301-0000b56b", "agent-add,750,123") in new stack
[Jul 13 17:52:30] VERBOSE[26512] pbx.c: -- Executing [s@macro-agent-add:1] Wait("SIP/301-0000b56b", "1") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-agent-add:2] Macro("SIP/301-0000b56b", "user-callerid,SKIPTTL") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-user-callerid:1] Set("SIP/301-0000b56b", "AMPUSER=301") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-user-callerid:2] GotoIf("SIP/301-0000b56b", "0?report") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-user-callerid:3] ExecIf("SIP/301-0000b56b", "1?Set(REALCALLERIDNUM=301)") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-user-callerid:4] Set("SIP/301-0000b56b", "AMPUSER=301") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-user-callerid:5] Set("SIP/301-0000b56b", "AMPUSERCIDNAME=John") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-user-callerid:6] GotoIf("SIP/301-0000b56b", "0?report") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-user-callerid:7] Set("SIP/301-0000b56b", "AMPUSERCID=301") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-user-callerid:8] Set("SIP/301-0000b56b", "CALLERID(all)="John" <301>") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-user-callerid:9] ExecIf("SIP/301-0000b56b", "0?Set(CHANNEL(language)=)") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-user-callerid:10] GotoIf("SIP/301-0000b56b", "1?continue") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Goto (macro-user-callerid,s,19)
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-user-callerid:19] NoOp("SIP/301-0000b56b", "Using CallerID "John" <301>") in new stack
[Jul 13 17:52:31] VERBOSE[26512] pbx.c: -- Executing [s@macro-agent-add:3] Read("SIP/301-0000b56b", "CALLBACKNUM,agent-login,,,,") in new stack
[Jul 13 17:52:32] VERBOSE[26512] file.c: -- Playing 'agent-login.slin' (language 'en')

[johnbaxley]

anyone?

[Patrick Born]

Hi John,

I don't see anything obvious from the posted log information.

I suggest you do the following to help gain an understanding of the root cause:

  1. Enable debug on the phone, described here: https://supportforums.cisco.com/docs/DOC-9934

  2. Start a Wireshark trace on the LAN

  3. Reboot the phone so that the phone's boot proces, registration, and debug messages are captured by Wireshark

  4. Replicate the problem.

  5. Stop Wireshark.

  6. Save the Wireshark trace

  7. Save the phone's HTML config, described here: https://supportforums.cisco.com/docs/DOC-9933

  8. Send to me, paborn at Cisco.com and I'll take a look

Regards,

Patrick

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   Patrick Born | Technical Marketing Engineer (TME) – SPA SIP Endpoints
                   Use this reference document to locate SPA phone resources

[johnbaxley]

Hi Patrick

will do all you suggested and post it back.

just an fyi...

i can log in to the queue with a polycom 430 with the default setting on that phone without any problems. dont know if that helps.

will get back with you on the rest of the suggestions above.

thanks and patrick for your help

john

[johnbaxley]

Hi Patrick

I was able to resolve the issue by factory resetting the phone and applying the dial plan suggested by you and it worked!!

thank you for your help!

thanks

john

[Patrick Born]

John,

Very good. You're most welcome. Thanks for letting the community and me that your issue is resolved.

Regards,

Patrick

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