Nortel Networks SRG50 Troubleshooting fallback to local mode, IP telephones manual redirection

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86Chapter 8 Troubleshooting

•The actual IP telephone set type at the SRG does not match MOTN set type at the main office.

•The user id is registered and not idle.

•The user id entry in the gatekeeper database points back to the originating node.

Troubleshooting fallback to local mode

If the system reverts to local mode and the problem is not the WAN link to the main office, check for:

1IP telephone firmware discrepancies

The SRG supports automatic firmware updates (see CS 1000 considerations on page 33). However, the possibility exists that a non-network reversion to local mode is caused when the IP telephone firmware has been updated on the main office and not on the SRG.

Check the IP Terminal Details tab (see IP terminal details on page 84) for this Status:

Firmware is Out of Sync with the Main Office Call Server

The preferred way of handling firmware upgrades is to install the patch onto the SRG first, then on the main office equipment.

When the IP telephone firmware is updated on the main office, the main office redirects all SRG IP telephones back to the SRG for a firmware upgrade. If the SRG has already been patched with the new firmware, the telephone is upgraded when it registers with the SRG. Once the telephone has the new firmware, the system automatically allows the telephone to reregister with the main office. If the correct firmware cannot be applied, for example because the SRG has not been upgraded with the new firmware, the telephone is redirected back to the main office.

2Gatekeeper failure

If an IP telephone fails to establish communication with the gatekeeper when it tries to register to the main office, the telephone remains registered to the SRG and stays in local mode.

Troubleshoot the problem by checking the settings made when implementing the CS 1000 information for the SRG on page 44 and Fallback configuration on page 72. If you make changes, manually redirect the telephones (IP telephones manual redirection on page 86, below).

IP telephones manual redirection

To manually redirect an IP telephone to the main office

1Access the Configuration > Telephony > Sets > Active Sets > IP Terminal Details.

2Click the telephone listing that you want to redirect to normal mode.

NN40140-500

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Contents SRG50 Configuration Guide Copyright 2006-2008 Nortel Networks, All Rights Reserved SRG50 Configuration Guide Task ListNN40140-500 Contents Fallback configuration Gatekeeper routing Glossary NN40140-500 Audience Getting startedAbout this guide AcronymsGetting started Acronyms used in this guide Sheet 2 Getting started Symbols and conventions used in this guideCommand line prompts on display telephones Convention Example Used for Word in a special font shownRelated publications Convention Example Used forHow to get help Getting Help from the Nortel Web siteGetting started NN40140-500 Features SRG 1.5 on BCM SRG50 400 SRG50 overviewPort IP address Subnet mask BCM50 default IP addressesSRG50 creation To activate the SRG keycode BCM50 default user names and passwordsSRG50 keycode activation Click Load FileClick Reboot BCM50 System SRG50 and BCM50 features comparisonTo reboot the system To verify that the SRG has been successfully createdSupported devices SRG50 overview Comparison of BCM50 and SRG50 Sheet 2Term Description SRG50 terminologySRG50 terminology Sheet 1 SRG operating modes Normal modeCoordination with the main office call server SRG50 overview SRG50 terminology Sheet 2Normal mode Local mode Local modeSRG installation and configuration summary Automatic registration with the main officeSRG50 overview Process map for installing and configuring an SRG Configuration Resources Application Resources Foundation configurationConfiguration System IP Subsystem Configuration Telephony Global SettingsIP telephone configuration Task summaryConfiguration Telephony Sets All DNs Dialing plan configurationVoIP trunk configuration Configuration Telephony Lines Target LinesConfiguration Telephony Lines Active VoIP Lines Configuration Telephony Lines Active Physical LinesConfiguration Telephony Dialing Plan Routing Call routing configurationRedirection and call forward configuration Task summary NN40140-500 CS 1000 considerations CS 1000 considerationsCS 1000 and SRG terminology comparison Comparison of CS 1000 and SRG terms and contexts Sheet 1AC1 Normal and local mode overview Survivability Recovery to normal mode Testing the telephone in local modeBandwidth management Virtual trunk capacityVacant Number Routing VNR Alternative Call Routing ACR Network Bandwidth Management NbwmAdaptive Network Bandwidth Management Adbwm Bandwidth management configuration NBWM, ADBWM, To configure SRG for Nbwm and AdbwmTo configure Alternative Call Routing with did trunks Ensure that the DN Type is Public UnknownEmergency Services Access ESA configuration To configure Emergency Services Access To configure on-site notificationCS 1000 information for the SRG S1000 Main Office Settings panelS1000 Main Office Settings Sheet 1 S1000 Main Office Settings Sheet 2 MO Access Code Length To datafill the S1000 Main Office Settings panelCS 1000 considerations S1000 Main Office Settings Sheet 3 Field Values Description Node IDIP telephone numbers and models Sheet 1 IP telephones redirectionIP telephones numbers and models Field Values Description S1000 IP Terminal Details panelSRG S1000 IP Terminal Details fields Sheet 1 HardwareField Values Description Firmware To enter the Motn and BuidTo redirect the telephone to the main office call server VersionParameter Setting IP telephone settingsConfiguration settings for redirected IP Phones Supported firmware Firmware upgradeFirmware upgrade procedure Supported IP clients and firmware versionsCS 1000 considerations NN40140-500 To set the IP telephone registration password IP telephones setup and configurationRegistration password IP telephones setup and configuration Password registration parametersTo change local mode indication Local mode indicationIP telephone codec and jitter settings Telephone DN records configuration To configure DN records for redirected IP telephonesIP telephones setup and configuration Select the Capabilities and Preferences tab Model ButtonReceived numbers configuration To map received numbers to the DNCall forwarding options Dhcp settings configurationTo configure Dhcp settings for SRG operation To activate Test Local Mode Configuration settings for redirected phonesTest Local Mode Configuration settings for redirected IP telephonesReceiver volume Features in local modeTo exit Test Local Mode and return to Normal Mode Delayed ring transferHeld line reminder Emergency Services SupportAlarm set Language and ContrastIP telephones setup and configuration NN40140-500 Setting up the private VoIP network IP networking, SRG to WAN, main office to WANSetting up the private VoIP network VoIP trunksParameter Value Context Basic parametersBasic parameters Sheet 1 Setting up the private VoIP network Basic parameters Sheet 2 Private dialing planTo enable Mcdn TAT Meridian Customer Defined Network McdnMedia parameter Settings SIP settings QoS settings codec, jitter buffer, and related itemsMain office QoS settings Sheet 1 To enter the QoS settings for VoIP trunks Modules panel, IP Trunks SRG50 Configuration GuideTo enable fallback VoIP trunking configurationFallback configuration Network securityTo configure gatekeeper settings for H323 trunks Gatekeeper routingLine pools Outgoing calls configurationTo configure routing for outgoing calls Call routingSelect the Destination Codes tab To configure remote access packages SRG Pstn accessRemote Access Package for VoIP trunks Pstn destination codes configuration To configure destination codes for the PstnMain office information External attendant supportAnalog devices considerations Pstn access and analog devicesPstn access considerations Pstn access and analog devices To configure the DNs for analog devicesAccess to system features Select the Capabilities and Preferences tab Pstn access and analog devices NN40140-500 IP telephone troubleshooting Sheet 1 TroubleshootingIP telephone troubleshooting Issue / Problem Probable Cause / SolutionIP Terminal Details Sheet 1 Troubleshooting IP telephone troubleshooting Sheet 2IP terminal details Call Server Details Event Id Severity Type CommentsIP Terminal Details Sheet 2 TroubleshootingProbable causes for redirection failure To manually redirect an IP telephone to the main office Troubleshooting fallback to local modeIP telephones manual redirection IP telephone firmware discrepanciesCannot clear alarms using an alarm set Troubleshooting NN40140-500 Local mode Telephone features in normal and local modeNormal mode IP Phone 1110 in Local mode Telephone features in normal and local modeIntercom/Line IP Phone 1120E in Local modeIP Phone 1140E in Local mode IP Phone 2001 in Local mode IP Phone 2002 in Local modeIP Phone 2004 in Local mode IP Phone 2007 in Local modeIP Phone 2033 in Local mode Feature Activate Cancel ATA extension featuresIP 2050 Softphone in Local Mode Link key sequences Sheet 1Link *3 Branch office Call routing Gatekeeper Gateway H.323 IP telephones Local modeGlossary Dialing planMain office, main office call server Normal mode QoSGlossary Steering codesIndex 100 101 102
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