Acano Solution Manual de usuario descargar pdf (Pagina 30)

Collecting Logs

Acano solution: Acano Clients Troubleshooter 76-1045-01-I

Page 30

 If the call is placed from an external SIP endpoint, check the dial plan on the external

SIP call control device, a matched dial plan rule must be configured to route the call to

Acano server

 Check the Acano server and the external SIP call control device; ensure that there is no

call loop caused by wrong dial plan configuration

3. Called party sees the incoming call and hears the ringtone, but the caller never hears the

ring

Called party has answered the call, but the caller still hears the ring tone

Call gets disconnected right after called party answers the call

 Try to call SIP endpoints at different locations—and through different SIP trunks, if

applicable

 Try to place a call in both directions.

If some test calls work, compare the working scenario(s) with the non-working scenario,

including the model and software version of the SIP call control device and of the SIP

endpoints. Compare network locations and configuration. Possible causes could be device

compatibility, network connectivity and incorrect configuration.

If any of circumstances above is still encountered but the points above do not help you

overcome the issue, place a single testing call and collect the following information:

 Software version of Acano solution

 Type of Acano Server or virtualized deployment

 Type and version of the operating system that your Acano client runs on

 Model and version of SIP call control device and SIP endpoints

 State the problem, and attach SIP trace (see Appendix A)

Email all the information to suppor[email protected]m

10.2 Call Cannot be Hung Up

After one participant hangs up the call, the other(s) get stuck in the call and do not see that the

call has been disconnected place a single testing call and collect the following information:

 Software version of Acano solution

 Type of Acano Server or virtualized deployment

 Type and version of the operating system that your Acano client runs on

 Model and version of SIP call control device and SIP endpoints

 State the problem, and attach SIP trace (see Appendix A)

Then email suppo[email protected] with this information.

10.3 Participant doesn’t Receive Audio/video

After a call is connected, one participant does not receive audio and/or video.

1. Check the firewall settings

It is likely that the firewall is blocking the media port(s). Check the Acano Deployment Guide

and external SIP solution for the media port range.

If the firewall is not blocking media, place a single testing call and collect the following

information:

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