[Resolved] Incoming calls go to voice mail w/ EMG2926 router

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[Resolved] Incoming calls go to voice mail w/ EMG2926 router

Postby person » 12/04/2021

Hello,

I also experience the same problem: "Incoming calls go straight to voice mail" and I'm trying to figure out what is causing the issue.

My ATA is Grandstream HT802 , Firmware: 1.0.29.8 - see details below:
Product Model: HT802
Hardware Version: V1.6C Part Number -- 9610003716C
Software Version: Program -- 1.0.29.8 Bootloader -- 1.0.29.3 Core -- 1.0.29.3 Base -- 1.0.29.7 CPE -- 1.0.1.154

My Router is : ZyXEL EMG2926
Internet provider: Videotron

My telephone adapter is currently configured to use DHCP.
Do I need to configure it to use Static IP?

Will this change anything?

Thank you!
person
Just Passing Thru
 
Posts: 4
Joined: 12/04/2021
SIP Device Name: Grandstream HT802
Firmware Version: 1.0.29.8
ISP Name: Videotron, Cable
Computer OS: Windows 10
Router: ZyXEL EMG2926

Re: Incoming calls go straight to voice mail

Postby Liptonbrisk » 12/04/2021

You posted in someone's thread from 2019 where the issue was resolved. I've moved your post to its own thread.

person wrote:Do I need to configure it to use Static IP?


You shouldn't have to unless the ATA isn't being assigned a LAN IP by the router. If you're able to log in to the ATA, that's not the problem.
Dial ***
Then dial 02.
If you're able to login to your ATA using a web broswer with that IP address, the problem has nothing to do with whether a dynamic or static IP address has been assigned to your ATA.


Please follow the steps carefully down the list.

1. a) Dial *79 to ensure that Do Not Disturb is disabled in your ATA.
b) Check all phone cords connected to the ATA to ensure they are not loose or defective.
c) Check to ensure that the phone's ringer is turned on.

2. Login at https://www.freephoneline.ca/voicemailSettings
a) Ensure that Rings before Voicemail is greater than 1

3. Your ATA's firmware is outdated. Grandstream firmware can be found at http://www.grandstream.com/support/firmware. I will not be held responsible for failed firmware updates.
https://firmware.grandstream.com/Releas ... 0.33.4.zip

4. What brand and model modem are you using?

If you are also using your own separate router in addition to the one supplied by your ISP (which you appear to be doing), then you should be enabling bridge mode instead in the modem/router combo, gateway, or hub issued by your ISP, unless you were given a plain modem (and not a modem/router combo, gateway, or hub). Contact Videotron if required.

5. In your router, ensure that SIP ALG is disabled. Contact Videotron if they gave you your router. With some routers, the the capacity to disable it may not exist.
I took a quick look through https://support.videotron.com/_media/do ... -guide.pdf, and "SIP ALG" wasn't listed, but that doesn't necessarily mean SIP ALG isn't on.

6. Login to your ATA, Navigate to the FXS Port you're using for FPL

a) change Primary SIP Server to "voip4.freephoneline.ca:6060" without the quotation marks

(use following settings)
b) NAT Traversal: Keep-Alive
c) SIP Registration: Yes
d) SIP Registration Failure Retry Wait Time: 120 seconds (this is not the same setting for the retry wait time for 403, which should just be left at default)
e) Enable SIP OPTIONS/NOTIFY Keep Alive: OPTIONS
f) SIP OPTIONS/NOTIFY Keep Alive Interval: 20 seconds
g) SIP REGISTER Contact Header Uses: WAN Address
h) Register Expiration should be 60 minutes
i) Use Random SIP Port: Yes
j) Use Random RTP Port: Yes

Save settings.

7. This is always proper device reboot order:

A.Turn off modem, router, and ATA.

B. Turn on modem. Wait for modem to be fully up and running.
Wait for modem to be fully up and transmitting data before turning on router.

C.Turn on router.
Wait for router to be completely up and running.

D. Turn on ATA only after the router is fully up and running.

Reboot devices in that order now.

8. Registration is a requirement for incoming calls but not for outgoing calls.
Login at https://www.freephoneline.ca/showSipSettings
What does "SIP Status" indicate?

Please note that if "SIP User Agent" does not reflect a device you're using, someone else is using your Freephoneline VoIP unlock key.

Only one registration is permitted at any time per Freephoneline VoIP unlock key. You can not register the same FPL account on two (FXS) lines simultaneously. Registration is a requirement for incoming calls but not for outgoing calls.

Note that it's not possible to register the exact same FPL account simultaneously on more than one device or sip app (or ATA line). Only one registration per FPL account is allowed at any time. An ATA is one registration. A SIP app is another.

When there are multiple devices/softphones/lines using the same account, only the most recent registration is valid. The previous device will lose registration, and, consequently, incoming calls will not work on it. This is especially important to consider if someone else is using your SIP credentials (username and password) that are found after logging in at https://www.freephoneline.ca/showSipSettings or if you're trying to register your FPL account with a smartphone SIP app or with another device. Registration is required for incoming calls. It is not required for outgoing calls.

A more significant concern, though, is that multiple registration attempts can lead to temporary IP bans. The more devices being used with the exact same FPL account can make the temporary ban happen more quickly. Each time you reboot or restart your ATA or SIP app, it's attempting to register with Freephoneline again. Multiple registration attempts within a short period can result in temporary IP ban. Each time you reboot your ATA (or run a SIP app) it's attempting to register with FPL's proxy server again.

If you've been temporarily IP banned, you can try switching to another proxy server: voip,freephoneline.ca, voip2.freephoneline.ca, or voip4.freephoneline.ca:6060.

voip4.freephoneline.ca:6060 is used to help circumvent buggy SIP ALGs in routers, and it's a good choice to try if you weren't using it before.

9. Login to your ATA. Select the Status tab.
Navigate to status tab-->Port Status-->FXS port (being used for FPL)-->Registration
What is the registration status?

If step 8 is showing "connected" and step 9 indicates that your ATA is registered, then test again with an incoming call.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
User avatar
Liptonbrisk
Technical Support
 
Posts: 1995
Joined: 04/26/2010
SIP Device Name: OBi202
Firmware Version: 3.2.2 (Build:8680EX)
ISP Name: Cable
Computer OS: Windows 10 x64 Pro
Router: Asuswrt-Merlin

Re: Incoming calls go straight to voice mail on HT-802

Postby person » 12/04/2021

Hello,

Thank you for the reply!
I configured my ATA according to the settings in step 6 (a,b,c to j) , I restarted my ATA only and now I can receive phone calls again.
I do not know if this solves my problem, that's why I will be monitoring the ATA for the next couple of days and I will post an update.

Back to my question: "Do I need to configure my ATA to use static IP ?"
>>> the problem has nothing to do with whether a dynamic or static IP address has been assigned to your ATA.
Thank you for confirming - I just wanted to be sure that my problem is not related to the fact that my ATA is using DHCP.
I do not have any problem accessing my ATA. If the IP ever changes, I will find it either using a port scanner or from the status page of my router. (DHCP client table)

Here are some more details on issue I'm facing:
-I had an old ATA - Grandstream HT802 which has been working just fine until Nov.2021.
It died and I purchased exactly the same model ATA from Amazon.
-when I received the new ATA I configured it the same way as the old one and it worked just fine for couple of days.
-then I noticed that I can only dial-out but I do not receive any incoming calls because the incoming calls were going straight to the voice mail.
-I restarted the ATA and it was OK for a day or so. Then it stopped receiving calls again.
-after restarting the ATA several times, I figured out the the restart fixes the problem only temporarily.

I started looking for a help in forum.fongo.com and I found the thread from 2019 " Incoming calls go straight to voice mail" which is describing an issue, very similar to what I was experiencing.
Unfortunately I have not done any debugging so far.
Is there any debug info i can retrieve from the ATA, from my router. from freephoneline.ca ?

Thank you!
person
Just Passing Thru
 
Posts: 4
Joined: 12/04/2021
SIP Device Name: Grandstream HT802
Firmware Version: 1.0.29.8
ISP Name: Videotron, Cable
Computer OS: Windows 10
Router: ZyXEL EMG2926

Re: Incoming calls go straight to voice mail on HT-802

Postby person » 12/04/2021

Hello,

It has been more than 8 hours since I made the changes described in step 6 and restarted the ATA. It is still working!
(I hear ring signals when I dial the number)

Here is what I have done so far follwing your steps:
step 1:
I cannot check DND at this time, because I'm connecting remotely to the ATA (it is not at home)
This can be checked on Monday

step 2:
Voicemail settings at freephoneline.ca - Rings before voicemail is set to 4

step 3:
I won't do the firmware upgrade remotely.
I will postpone this step for now.
I will upgrade the firmware if everything else fails.

step 4:
Cable provider: Videotron (Quebec)
Cable modem : I do not know the type of the modem at this time. I might be able to obtain this info on Monday.
Router: ZyXEL EMG2926 - supplied by the ISP
I do no have a second router.

step 5:
SIP ALG option exist in the ZyXEL EMG2926 router and it is disabled.
I do not know how to insert a screenshot, otherwise I could have provided one.

step 6
I did everything as you suggested. (a,b,c, to j)
I replaced voip.freephoneline.ca with voip4.freephoneline.ca:6060

step 7.
I restarted only the ATA.
I'm configuring the ATA remotely and I could not power ON/OFF the other devices.

step 8
On https://www.freephoneline.ca/showSipSettings I see that SIP status NOW is connected and it displays correctly the SIP UserAgent:
SIP Status: connected
SIP User Agent: Grandstream HT802 1.0.29.8

But I do not know what was the SIP status when the incoming calls were going straight to the voice mail.
I should have checked that.

Only one ATA device is using my FPL account and only one FXS line (port) is configured.
No other SIP software or smartphone is being used with this account.
>>>This is especially important to consider if someone else is using your SIP credentials
I think we can exclude this possibility .

step 9
Now Port status : FXS1 is "Registered", but I do not know what was the status when the incoming calls were going straight to the voice mail.

I will be monitoring the ATA for couple of days and I will post an update!

Thank you for your help!
person
Just Passing Thru
 
Posts: 4
Joined: 12/04/2021
SIP Device Name: Grandstream HT802
Firmware Version: 1.0.29.8
ISP Name: Videotron, Cable
Computer OS: Windows 10
Router: ZyXEL EMG2926

Re: Incoming calls go straight to voice mail on HT-802

Postby Liptonbrisk » 12/04/2021

person wrote:It has been more than 8 hours [/since I made the changes described in step 6 and restarted the ATA. It is still working!


I responded less than 8 hours ago, so I'm a bit confused by this comment.


I cannot check DND at this time, because I'm connecting remotely to the ATA (it is not at home)


If the phone is ringing, then DND is not enabled.


Cable modem : I do not know the type of the modem at this time. I might be able to obtain this info on Monday.


If this is a modem/router combo, gateway, or hub it needs to be in bridge mode. If it's just a modem only, then that's fine.


SIP ALG option exist in the ZyXEL EMG2926 router and it is disabled.


Okay, good.


I'm configuring the ATA remotely and I could not power ON/OFF the other devices.


Well, the modem doesn't have to be rebooted, but generally after changing Keep Alive and the Failed Retry Timer settings, I would reboot the router first (because I doubt you can also adjust UDP timeouts in the router, but I'll take a look at the manual again after posting).


But I do not know what was the SIP status when the incoming calls were going straight to the voice mail.


That is important to check. So is checking registration status in the ATA.
Registration is a requirement for incoming calls.
The only problem with the registration and connected status is that, with FPL, the registration interval is every 60 minutes. So, the registration status only gets updated every hour.
In the interim, the registration status may not be accurately reflected.

If registration is failing, then the question becomes why.
Is the modem offline? Is there an intermittent connectivity issue (issue with your ISP)? Can you surf the web at the location your ATA is located when incoming calls fail?

How are your pings and jitter to FPL's proxy servers?
Refer to the winmtr test (point 6d) on pages 16 and 17 from the PDF guide at the bottom of the first post: viewtopic.php?f=15&t=18805#p73839.
I appreciate that PDF guide is not for your ATA, but a lot of information in it is useful.
Also refer to pages 42 and 43 (choppy audio section).
Is there a QoS issue (are other devices on your LAN hogging or fighting for available)? Refer to point C from viewtopic.php?f=8&t=20199#p78976.

Did your WAN IP address change (did the modem lease a new IP address right before incoming calls stopped working)?
viewtopic.php?f=8&t=20199#p78976 (Refer to point D).


Now Port status : FXS1 is "Registered"


Okay, that is also important. Incoming calls won't work if the ATA isn't registered.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
User avatar
Liptonbrisk
Technical Support
 
Posts: 1995
Joined: 04/26/2010
SIP Device Name: OBi202
Firmware Version: 3.2.2 (Build:8680EX)
ISP Name: Cable
Computer OS: Windows 10 x64 Pro
Router: Asuswrt-Merlin

Re: Incoming calls go straight to voice mail on HT-802

Postby Liptonbrisk » 12/04/2021

person wrote:Is there any debug info i can retrieve from the ATA, from my router. from freephoneline.ca ?


If the incoming call is going straight to FPL's voicemail system, then the RTP audio stream isn't reaching the ATA. Consequently, I doubt there's anything useful to collect from it.
Incoming data wouldn't reach the ATA.

One way to collect information from the ATA would be to capture a syslog, but I'm not sure what the method Grandstream recommends.
I did find this:
http://www.grandstream.com/support/faq/troubleshooting
"How do I enable Syslog feature on my unit?

If your unit has Syslog feature (generally under Advanced Settings page), you can use it for debugging any issues. There are two fields for Syslog:

Syslog Server: Enter the IP address of your Syslog Server. If you don't have one, you can enter a broadcast IP address (ex. 192.168.1.255) and then capture a trace on a PC on the same LAN.

Syslog Level: You can set it to different Levels. For debugging set it to DEBUG of course."

I'm not sure what they expect you to use on a PC. Maybe Kiwi. If you want to pursue capturing a syslog, try asking at https://forums.grandstream.com/ or https://helpdesk.grandstream.com/ for a recommended method.

I'm not seeing anything about router log collection or adjusting UDP timeouts from https://support.videotron.com/_media/do ... -guide.pdf
Unfortunately, I am not familiar with your router, and I generally do not like ISP issued routers for anything involving SIP.

Anyway, hopefully incoming calls continue to work for you.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
User avatar
Liptonbrisk
Technical Support
 
Posts: 1995
Joined: 04/26/2010
SIP Device Name: OBi202
Firmware Version: 3.2.2 (Build:8680EX)
ISP Name: Cable
Computer OS: Windows 10 x64 Pro
Router: Asuswrt-Merlin

Re: Incoming calls go to voice mail w/ EMG2926 router + HT80

Postby person » 12/16/2021

Hello,

Just to confirm - the ATA has been working just fine for the past 12 days (since I configured it according to your instructions) !
Thank you very much for you help!
It is very much appreciated!

Merry Christmas!
person
Just Passing Thru
 
Posts: 4
Joined: 12/04/2021
SIP Device Name: Grandstream HT802
Firmware Version: 1.0.29.8
ISP Name: Videotron, Cable
Computer OS: Windows 10
Router: ZyXEL EMG2926

Re: [Resolved] Incoming calls go to voice mail w/ EMG2926 ro

Postby Liptonbrisk » 12/16/2021

You're very welcome!

Thank you for reporting back.

Merry Christmas and Happy Holidays!
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
User avatar
Liptonbrisk
Technical Support
 
Posts: 1995
Joined: 04/26/2010
SIP Device Name: OBi202
Firmware Version: 3.2.2 (Build:8680EX)
ISP Name: Cable
Computer OS: Windows 10 x64 Pro
Router: Asuswrt-Merlin


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