How do I figure out why a User Agent is not working?

Sep 06 2010

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	How do I figure out why a User Agent is not working?

Solution When is says â€œWhat is the result?â€?. We need to know if the call went through and if there is audio in both directions.

1) What is the phone Number

2) Do you have other numbers with us?

a) Do the other numbers work properly.
If Yes, are they behind the same router.

3) Has the phone ever worked properly?

4) Do you have a dialtone?
a. If No, pickup the phone and press ****
b. If there is no automated voice, then check if the phone is plugged in
c. Press 110 # . What does it say? It should be a valid ip address (ex: 192.168.1.102) [ on a 2100 this is the WAN IP ].
d. If there is no ipaddress or its 0.0.0.0 then make sure network cable is plugged in properly.
e. If 2100 then press 210 # . What does it say? It should be a valid ip address (ex: 192.168.1.102). It will be the Lan IP.

5) If there is dialtone. Can you make a phone call to xxx-xxx-xxxx (Give them a SIP number to call). What is the result?

6) If there is dialtone and the SIP call worked. Can you make a phone call to xxx-xxx-xxxx (Give them a PSTN number to call). What is the result?
a. If PSTN call does not work, the account may be set up incorrectly in the switch. Please make sure there is balance, and the account is active.

7) If there is dialtone and the PSTN call worked. CSR should call the phone. What is the result?

8) What kind of router do you have? Make and Model.

9) What is your external IP address? You can easily retrieve your IP address by going to one of the following web pages.
a) http://www.showmyip.com/ (in top left corner)
b) http://www.ipaddressworld.com/
c) http://tracert.com/cgi-bin/trace.pl (in top left corner)

10) If it's a Router/User Agent (ie Sipura 2100)
a) Make sure there is NO USB cable plugged into the cable/DSL modem from the computer.
b) What is the network topology? Meaning is What is plugged into the cable/DSL modem? What is plugged into that?

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Jan 03 2006 11:40 PM