SIP Trunks to CDN of Callpilot gets dead Air

[aelman]

Was wondering if you anyone have ever ran into this problem. I am running release 6 CS1000E with Verizon SIP trunks. When calls come into a DID which ride on the SIP trunk and the phone is forwarded to a CDN in Callpilot running on 5.0 the call gets dead air. The call is completing  to a voicemail port, but cannot hear or be heard.
On any type of phone 1140E IP or 3904 TDM phone. I already engaged our CS1K vendor Verizon, they engaged Avaya and we also engaged Verizon Business who handle the SIP facilities for the last month. We have all the lastest deps including a patch that was not available for release 6.0 and it took Avaya a month to supply that to us. Would appreciate if anyone can help.

[Michael McNamara]

Hi aelman and welcome to the forums!

I've personally seen very similar behavior on numerous occasions although it can be very difficult and time consuming to troubleshoot. Unfortunately you need to let your voice reseller work through the problem with Avaya and your SIP carrier (Verizon).

Good Luck!

[aelman]

Yes, have notice that Avaya is not as responsive as ETAS use to be on these problems. Also not liking the PASS program and the additional cost to support Legacy systems from Avaya....

[Michael McNamara]

Please don't get me started on the whole PASS debacle... I'm still steaming from that issue., pay more for less.

[aelman]

please do....

[aelman]

It's been almost 3 months now and Avaya + Verizon still does not have a fix. Now I understand why companies are trashing their Nortel systems

[Michael McNamara]

I'm sorry to hear that... I would think they should have been able to at least isolate the problem by now. Have they been capturing data around the problem? It sounds like the problem is easily duplicated/repeated so I'm not sure why they wouldn't at least have an idea. Are you sure the voice reseller is escalating to Avaya? I'm wondering if this is a case of a patch that hasn't been back ported since they are now on release 7.5. If you have PASS and SRS you should get the software upgrades for free. Just get Verizon to comp the labor to perform the upgrade assuming you don't need any hardware replaced.

[telecom116]

We had (have) an issue with dead air calls between two CS1000E systems (started with one-way speech when upgrading one to 7.5 and leaving the other on 6.0; upgraded the other to 7.5 and had two-way dead air issues).  Problem only occurred when calls on one system went CFNA to Call Pilot on the other system.  After mulitple weeks of traces, Avaya engineers had the vendor "do something" and the problem went away.

We still have 6.0 systems out there and still have various "dead air" issues, but vendor wouldn't tell us what they did.  Finally, got out the vendor what they did.  Had to do a backdoor vxWorks command that turned off H.245 Tunneling and it supposedly was the Avaya fix.  Searching Avaya's site gets nothing, but if you search the Internet, Cisco has H.245 issues with mixed vendors; sometimes this works, sometimes it doesn't.

[aelman]

We are only having a problem when a user call forwards their phone to the CDN of callpilotl and when and Auto Attendance ACD Queue is NCFW to the Callpilot CDN, We have no problems with  FNA, after four rings the call does go to Callpilot with two way audio. Thanks for the help I will look into H.245 protocol.

[aelman]

The problem was finally fixed and was a specific patch when adding Verizon SIP trunks that need to be turned off.

ANALYSIS        : After analyzing the sniffer and SIP Debug traces, what we could understand is proper SDP negotiation is not happening over  Verizon SIP trunks.
                          The INVITE that is  coming over Verizon SIP Trunks to CS1k,does not have “100 rel” in SUPPORTED  and “UPDATE” in ALLOW header of the SIP INVITE.
So, ideally in this case 183 should be forked multiple times from the CS1k over the SIP trunk. This is required to keep updating the latest DSP resources used for playing the  greeting to    the user. But, because PI Patch 29422 is enabled ,183 with updated DSP information is not sent.

[Michael McNamara]

Thanks letting us know the outcome!