Ip Devices Issues - Inter-Tel AXXESS Manual

M. IP DEVICES ISSUES
Table 7-18. IP Devices Troubleshooting Chart
Symptom
IP Phone displays VOIP
RESOURCE IS
UNAVAILABLE.
A call was established
between two IP phones, but
there is no audio.
A call was established, but
the device cannot send
DTMF digits.
The Upload Utility is not con-
necting to the IP devices.
The network is experiencing
audio and/or connection
problems.
The Upload Utility is not
working.
Accessing the Record-A-Call
or Agent Help feature while
using an IP SLA results in the
call ringing and then discon-
necting as soon as the agent
helper or voice mail applica-
tion answers.

IP Devices Issues

®
INTER-TEL
Possible Cause
The number of programmed
IP devices exceeds the num-
ber of available voice chan-
nels, and all programmed
voice channels are in use.
The IP phones are pro-
grammed for P2P audio, but
they do not support the same
vocoder.
The IP phones are pro-
grammed for P2P audio, but
they do not support the same
number of audio frames per
IP packet.
There is a firewall or NAT
between the two devices.
The IP phones are pro-
grammed for P2P audio, but
they do not support the same
DTMF encoding setting.
The IP devices have version
1.x firmware, and the IPRC
has v8.1 firmware. Because
the IP devices cannot con-
nect to the card, they are
constantly retrying the con-
nection and blocking the
Upload Utility.
There is a port conflict or the
firewall, NAT, or router is
blocking the port.
You have not entered a pass-
word for the connection.
The IP SLA is currently on a
peer-to-peer (P2P) call with
another IP device. Record-A-
Call and Agent Help features
are not available on P2P
calls.
®
AXXESS MANUAL VERSION 11.0 – May 2008
Corrective Action
Make sure the voice channels are set to IP End-
point (see page 6-146). If necessary, consider add-
ing another IPRC or a daughter card.
Remove the IP devices from the Network Group.
Consider adding them to a Network Group that
contains IP devices that support the vocoder.
Remove the IP devices from the Network Group.
Consider adding them to a Network Group that
contains IP devices that support the same number
of audio frames per IP packet.
Place the devices into different Network Groups or
disable the Use Peer-To-Peer Audio flag for the
group.
Remove the IP devices from the Network Group.
Consider adding them to a Network Group that
contains IP devices that support the same DTMF
encoding setting.
In general, you should upgrade the IP devices
before you upgrade the IPRC (see
details). If, however, you have already upgraded
the IPRC, you must manually place the devices in
the download state before you upload the firmware.
Try changing the ports associated with IP call con-
trol and/or audio. Make sure none of them conflict
with ports that other protocols use (e.g., SIP uses
5060).
Make sure the Password field is complete before
you click Start. See page 3-178
Remove the IP SLA from a Network Group that
supports P2P.
Troubleshooting
page 3-156 for
for details.
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