Troubleshooting guide

Diagnosing Problems
201
Diagnosing SIP Device Issues
Use the following procedure to diagnose issues with SIP line side devices that are connected
to the 3300 ICP system:
1. Identify the symptoms:
- No dial tone at SIP device?
- Choppy or one-way audio? (See
Mitel Knowledge Base article 11-5160-00010.)
- From an internal display phone what does an internal caller see on display and hear
when calling the SIP endpoint?
- Can you ping the end point unit and the default gateway, proxies from the controller
subnet?
- TLS set takes a long time to come into service following a system reboot (Check the
Registration Timer value on the set and if possible, lower the value to 5 minutes.)
2. What are the SIP end points devices?
3. What is the software revision of the devices?
4. What model of 3300 ICP controller?
5. What is the 3300 ICP software revision?
6. Gather the following Information Logs (all information is required to properly diagnose
issue)
- System Diagnostic Logs
- WireShark trace from both endpoint and RTC of reported issue
- Enable SIP trace on 3300 ICP to show reported issue
- Screen captures of the end point configuration information
- List of relative IP addresses such as 3300 ICP, end points, outbound proxies, and so
forth.
7. Gather trace information with the TRACE maintenance commands:
- To enable tracing enter SIP All TRACE ON
- To set the trace level enter
SIP <COMP_ID> SET LEVEL <TRACE_LEVEL>
For example: SIP ALL SET LEVEL 3
- To set the storage type to either the ESM or the RTC Shell, enter
SIP <COMP_ID> SET STORAGE <TRACE_STORAGE>
For example: SIP ALL SET STORAGE ESM
8. Enter the following SIP Maintenance Commands and collect the response (see the online
help on the Maintenance Commands in the System Administration Tool):
- SIP REGISTRAR CONTACTS ALL
- SIP REGISTRAR CONFIG
- SIP REGISTRAR STATS
9. For Message Waiting Indication issues, collect the data from the following commands:
- SIP REGISTRAR CONFIG
- SIP REGISTRAR STATS