Power to the phone is fine, but
there is no dial tone or the call
appearances or feature buttons
do not work.
Cause: Loss of communication
with the call server.
Resolution: Check LAN continuity
from the call server to the phone
using ARP or trace-route and
from the phone to the call server
by invoking a Feature button.
Verify that administration has not
changed for the LAN equipment
(routers, servers, etc.) between
the call server and the phone.
Verify no one changed the phone
settings locally using the View
and ADDR craft procedures, as
described earlier in this guide.
The phone was recently moved. Cause: Loss of communication
with the call server.
Resolution: As above, but pay
particular attention to the
possibility that the phone is being
routed to a different DHCP server,
or even a different proxy server. If
so, the new server might need to
be administered to support the
phone.
The network was recently
changed to upgrade or replace
servers, re-administer the
Communication Manager call
server, add or change NAT, etc.
Cause: Loss of communication
with Session Manager.
Resolution: As above.
The phone works, but the audio
quality is poor.
The user hears echo when
speaking on a handset.
Cause: Echo from digital-to-
analog conversion on your
Communication Manager call
server trunk.
Resolution 1: Try a different Call
Quality setting under the Audio
Parameters section.
Resolution 2: Check whether
packet loss, or jitter delay is
causing this problem, by
eliminating or minimizing both.
Resolution 3: Verify which trunk is
causing the echo, and check the
trunk’s Trunk Termination
parameter on the call server.
Table continues…
Troubleshooting
January 2020 Installing and Administering Avaya 9601/9608/9611G/9621G/9641G/9641GS IP
Deskphones SIP 146
Comments on this document? infodev@avaya.com
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