SIP Trunk out of Service

[rmcdou]

Greetings to all,

I have an Avaya IP Office (IP500 V2 8.0 (66). The SIP trunk had been working flawlessly for months. The SIP Trunk Summary shows current state"out of service" and not able to receive or make call.

I can see calls coming in from the remote site via system monitor but our system does not answer. Is there a way to force the trunk back to normal? I have rebooted the unit and the problem still continues.

Can anyone please suggest a fix.

Thank you and Kind Regards,

[mlombardi1]

What alarms are in System Status? Is your licensing still valid?

[rmcdou]

The alarm on system status is: Trunk out of Service.

I have 10 SIP channels licenses and 0 in use.

Question, why is there no SIP channel being used if it's configured and has been working for months? Could this be the problem?

Thanks for your response MLombardi1.

[rmcdou]

"SIP Trunk out of Service" Solved

So that other will benefit from my experience.

This trunk went out service w/o a warning and everyone pointed their fingers at the firewall. In fact the CCVP initially wanted the ASA 5510 rebooted which was done but it did not fix the problem. He insisted on having the FW at the corporate level rebooted but that's a difficult thing to do when one has a 24x7 shop. To make a long story short we ran captures on the Avaya IP office, on the ASA and found that the system was sending the required info and the firewall was passing out the info. This led to further investigation on the corporate side where we found that the Palo Alto device had a live sessions still active albeit not connected to our system. Once those sessions were terminated SIP Trunk was back to normal. The moral of the story, firewalls can sometimes spoil your day!

Regards to All.

[rbrookes]

Thanks mcdou for posting your findings - hopefully that will help someone else if they encounter a similar issue.

[icns01]

So that other will benefit from my experience.

This trunk went out service w/o a warning and everyone pointed their fingers at the firewall. In fact the CCVP initially wanted the ASA 5510 rebooted which was done but it did not fix the problem. He insisted on having the FW at the corporate level rebooted but that's a difficult thing to do when one has a 24x7 shop. To make a long story short we ran captures on the Avaya IP office, on the ASA and found that the system was sending the required info and the firewall was passing out the info. This led to further investigation on the corporate side where we found that the Palo Alto device had a live sessions still active albeit not connected to our system. Once those sessions were terminated SIP Trunk was back to normal. The moral of the story, firewalls can sometimes spoil your day!

Regards to All.

MCdou,

It is a bit remarkable that we were having the exact same problem between an Avaya IP Office connected to a Cisco Call Manager express over a site to site VPN implemented using Cisco 5505s ASAs at each site. Cisco TAC engineers looked over the VPN setup and ASAs at both ends and found all to be ok. A TAC voice expert also looked over the Call Manager express and we made test calls to the Avaya, which provided no response.

When we checked the Avaya IPO we saw all 6 sip channels out of service. This led me to your post.

I want to also add my vote of thanks to those already expressed. It was very kind and considerate of you to post your findings on this issue. It has certainly narrowed down the issue for me and I am sure it will help others who are also experiencing the same issue....as is your intention.

However, please indulge me just a little more. I need just a bit more clarification.

From your post I gather that the ASA 5510 is at the Branch site with the Avaya IPO and you have some other system at the Corporate office with some type of Palo Alto firewall. Am I correct?

You also said "further investigation on the corporate side where we found that the Palo Alto device had a live sessions still active albeit not connected to our system"

Could you provide a little more detail on what exactly you meant here? Is the Pal Alto device also an ASA? How could you have live sessions on it if the SIP channels on the AVAYA IPO are all out of service. Were you able to see the connections actually live on the IPO using either the system monitor or the cisco ASA using the ADSM or Cli? What did it actually show? I am trying to determine what to look for exactly.

Will find it eventually, but you could save some time. thanks again much....