Phone does not ring and no notification on the screen

Doc ID    SOLN320434
Version:    2.0
Status:    Published
Published date:    12 May 2020
Created Date:    12 Jan 2018
Author:   
Rajeshwar Reddy
 

Details

Calls were not hitting to the station. Calls were going to the generic number defined which goes to the Voicemail. 

 swversion

     Operating system:  Linux 2.6.32-573.18.1.el6.AV2.x86_64 x86_64 x86_64
                Built:  Feb 26 08:15 2016
 
             Contains:  00.0.441.0
        CM Reports as:  R017x.00.0.441.0
    CM Release String:  vcm-017-00.0.441.0
          RTS Version:  CM 7.0.1.1.1.441.23384
     Publication Date:  25 June 2015
  VMwaretools version:  10.0.5.52125 (build-3227872)
 
UPDATES:
Update ID                         Status       Type  Update description
--------------------------------- ------------ ----- ---------------------------
00.0.441.0-23384                  activated    cold  7.0.1.1.1-FP1SP1
 
 
KERNEL-2.6.32-573.18.1.el6.AV2    activated    cold  2nd Kernel SP for 7.0
 
Platform/Security ID              Status       Type  Update description
--------------------------------- ------------ ----- ---------------------------
PLAT-rhel6.5-0030                 activated    cold  RHEL6.5-SSP0030
 
 
 CM Translation Saved:   2018-01-11 22:00:20
 
 CM License Installed:   2017-09-25 12:21:46
 
     CM Memory Config:   Large
 

Problem Clarification

 When users call a number there is no ringing on the phone or notification on the screen. They simply get silence and then eventually the VM picks up. Confirmed that no feature/options on the handset are activated.

ISSUE 2: When user receive a call intermittenty they dont hear phone ringing or they don't see any notification on phone display stating that they have a call coming in.

Cause

Checked the System Manager and found that DID was not enabled for this user which was causing calls to go to Voicemail instead of the user's extension.
There was an entry in the adaptation which was routing calls to VM.

ISSUE 2: VPN issue

Solution

Removed the entry in adaptation which was sending call to VM.
Made test call and now we can see phone ringing

Additional Relevant Phrases

Station does not ring, Calls goes to Voicemail, No ring on phone.

Avaya -- Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy