Avaya IPO SIP Trunk Troubleshooting

SIP Trunk Not Registering

In System Status Application

Select the SIP Trunk Line

Select Force Out of Service

Run Monitor supplication

Select Filter, Trace Options

Select Clear All

Enable in SIP the SIP Reg/Opt Rx and SIP Reg/Opt Tx (right click to select a colour)

The SIP providers ITSP IP address can also be added to the IP Filter, this will mean only SIP traffic to/from this IP address will be shown. Which can help to filter out multiple SIP handset traffic in the trace

Enable in System Print

Select OK

In System Status Application

Select the SIP Trunk Line

Select Force In Service

Watch the Monitor Application

Confirm that traffic between the Avaya IPO and the SIP provider can be seen (by setting different colours for SIP Rx and Tx we can clearly see in the example below, 

Green transmitted traffic from the Avaya IPO to the SIP trunk to register

Blue received traffic from the SIP trunk with a 401 Unauthorized (requesting the credentials) 

Green transmitted traffic from the Avaya IPO to the SIP trunk with the credentials

Blue received traffic from the SIP trunk with a 200 OK

Further traffic will continue to be transmitted and received in the monitor trace

If the Monitor application is only showing transmitted traffic and no received traffic is been shown then this indicates the SIP trunk is unable to reach the Avaya IPO.

Review the SIP trunk configuration against the guides available on the CommsPlus knowledgebase

Programming Access4 SIP Lines UDP on Avaya IP Office

Specifically check the below

1. In System, LAN (select the LAN the SIP is registering from)

Confirm SIP Trunks Enable is ticked

2. In System, LAN (select the LAN the SIP is registering from), Network Topology

Confirm the Firewall NAT Type is correct, and that the Public IP address is correct

Some SIP trunks do not register via Username/Password credentials and instead register via Public IP

If this is the case, set the Use Network Topology Info to the LAN configured for SIP registration (at this stage it is important to confirm the Public IP is configured correctly in the LAN Network Topology tab, see previous) and to confirm this IP is correct

To confirm the correct IP address is configured, carry out a https://whatismyipaddress.com/ check on the network that the Avaya IPO is connected to, to confirm the public IP.

Then confirm this is the IP address the SIP provider is expecting the SIP registration from

3. In System, DNS
   
4. Confirm the DNS entries are correct
   
5. 
   

4. In IP Routes
   
5. Confirm the IP route is correct to allow traffic from the Avaya IPO to reach the SIP trunk
   
6. Example below means all traffic from the Avaya IPO will route via LAN1 to the router 192.168.86.1
   
7. 
   

5. 
   
6. In License
   
7. Confirm SIP trunk licenses are valid
   

1. 
   
2. In Line (SIP Line) 
   
3. Confirm the ITSP Domain Name and ITSP Proxy Address are correct
   

2. In Line (SIP Line) 

Confirm the Layer 4 Protocol is correct (usually UDP)

Confirm the Send and Lister Port are correct (usually UDP)

If required set the Use Network Topology Info to the LAN the SIP is registering from (this is important if the SIP provider is using a Public IP address for registration and not credentials)

3. In Line (SIP Line) Confirm the Call Details tab contains entries for the SIP URIs (without these, no SIP trunk registration is transmitted)

1. In System Status

Confirm the Domain Name is resolved against the SIP trunk (example below)

1. You can also set specific DNS to the SIP trunk in the Transport tab (if the DNS of the SIP trunk is to be different to the Avaya IPO system DNS

2. Perform a PING test to the SIP provider public IP from your laptop using a different internet connection to confirm the PING should respond, if yes, then test from System Status on the SIP trunk to confirm the response
   
3. 
   

If all the SIP and Avaya IPO configuration looks correct (confirm you have the SIP credentials and details)

Then it is recommended to delete the SIP trunk on the Avaya IPO. Save & Merge

Then create a new SIP trunk in the Avaya IPO (from scratch). Save & Merge

Then test again

This is to rule out corruption in the SIP trunk configuration in the Avaya IPO

Testing SIP without the Avaya IPO

To confirm if the Issue is with the Avaya IPO, the SIP trunk or the Network

Force the SIP trunk out of service on the Avaya IPO using System Status

Run a SIP client on a Laptop while connected to the same network as the Avaya IPO

We have used MicroSIP on the example below

Setup the SIP account in the SIP client, example below

Confirm the SIP registers and calls can be made/received using the SIP client

If the SIP registers on the SIP Client of the Laptop while on the same network as the Avaya IPO

Then it suggests configuration in the Avaya IPO is incorrect

Check the configuration and compare to the SIP Client

If the SIP does not register on the SIP client of the PC/Laptop while on the same network as the Avaya IPO.

Connect the Laptop to another network (if onsite, tether to your mobile and use your mobile internet connection to test SIP registration).

If the SIP registers on the SIP Client of the Laptop when using a different network connection, then it suggests the issue is with the network connection that the Avaya IPO is connected to.

Check with the customers IT to confirm the issue.