Always on BLF light

[pquade]

We are running Netvanta ECS 5.0.1.7593 and I have 2 user phones that the system says are Always in use.

IE the BLF for those 2 lines are always on even when the phone is not in use.

I have rebooted the Phones and Reloaded the configs.

Does anybody have any idea's on how to fix this?

[Anonymous]

pquade,

Just to make sure I have the situation correct: you have many different phones that have a BLF key to monitor these 2 particular phones, and all of the other phones doing the monitoring show these 2 phones as busy when they should not be.  Let me know if I got any of the details wrong. 

Here are some things that would be helpful to know:

• What is the make/model/firmware of the phones doing the monitoring and of the 2 phones being monitored?
• When you reboot the 2 phones does the BLF light on the monitoring phones change back to normal until the 2 phones make another call?
• Are any of these phones behind a gateway using SIP Proxy?

We would likely need to see a packet capture of SIP traffic from the UC server in addition to the software log (c:\ADTRANLogs\) that correlate to a time when this happens.

Thanks,
Matt

[Anonymous]

pquade,

Did you get this issue resolved?  If you still need assistance I would be happy to help, but will need the information from my last response.

Thanks,
Matt

[pquade]

Sorry I have been out of the office.  No I am still having the issue.  I have 1 phone monitoring about 15 other phones (but only 2 phones show the phone in use when it is not, the rest work just fine).  The phones are all Polycom Soundpoint IP 670 with firmware 4.3.0.0246.

And no rebooting the phones does not change the BLF status, nor does rebooting the Receptionist phone which does the monitoring.

And no they are not behind a gateway.  They are in the same office on the same subnet.

My next thought is to reboot the ECS server to see if that will fix the problem, but that has to be done on the weekend.

Thank you for any suggestions.

Philip

[Anonymous · Accepted solution]

Phillip,

Thanks for the response and information.  My guess is either the ECS is not sending proper notifications for those two phones, or it is and the phones are ignoring it.  For us to troubleshoot the issue we would need to see a packet capture from the ECS in addition to the software log when this issue is present.  I would suggest capturing this while one of the phones being monitored that is showing the wrong status makes a call and then hangs up.  If you supply any information that is sensitive please send it to me in a private discussion (Create button at the top by selecting Discussion, click the link for Private Discussion, and enter matt in the Select People search box.).

Some other things that would be helpful to know:

• Was the BLF for the monitoring phone setup in the UC Client or a custom manually built config file?
• If you setup another phone to monitor those two extensions does it show the same problem?
• Does rebuilding the configuration from scratch of the phone doing the monitoring help?

Thanks,

Matt

[Anonymous]

Phillip,

If you still are having trouble with this I would be happy to continue troubleshooting with you.  I will need the information requested from my last post.

Thanks,
Matt