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Cisco Small Business Voice Systems

Unable to Make Outbound Call

Document ID: 108984

Updated: Dec 12, 2008

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Introduction

This document is one in a series to assist in the setup, troubleshooting, and maintenance of Cisco Small Business products.

Q. What do I do if I am unable to make outbound calls from the device?

A. These are the parameters you need to check if you cannot make outbound calls from the SPA-942.

  1. Verify the complete network connection. If the SPA-942 is connected to an SPA-9000, make sure that the VoIP account is properly configured on the SPA-9000. Since the SPA-9000 automatically provisions SPA942, you do not need to configure the settings on the SPA-942. If the SPA-942 is registered directly to your VoIP provider, make sure that the username and password is properly configured on the device. Verify also the Proxy and Outbound Proxy (if the VoIP provider requires Outbound Proxy).

    Parameters to Check on SPA9000

    spa9xx-outbound-call-01.gif

  2. Under the Line tab of the SPA9000, look for Subscriber Information in order to check if you have the correct User ID and Password.

    spa9xx-outbound-call-02.gif

  3. Under the Info tab, check for Line 1-4 Status, as at least one of these lines should show that Registration State as Registered.

    spa9xx-outbound-call-03.gif

Parameters to Check on SPA9xx Series Phone

Complete these steps:

  1. Check your SPA9xx IP address. You can obtain the IP address through the LCD screen on the IP phone. Press the Setup Button, then press 9. The LCD screen displays the current IP address.

  2. Launch your browser, type http://IP_Address_of_your_SPA9xx in the address field, and hit Enter.

    spa9xx-outbound-call-04.gif

    You are now ready to configure the SPA9xx for Network Address Translation (NAT). If the web interface is asking for a username and password, this means that the unit was locked by your Provider. Contact your respective VoIP Provider for assistance.

Enable NAT Support Settings

Complete these steps:

  1. You can set NAT Mapping Enable and NAT Keep Alive Enable to yes under the EXT1 tab of the SPA.

    spa9xx-outbound-call-06.gif

    Click Submit All Changes.

  2. Alternatively, if the SIP server registering the SPA9xx supports NAT, you can use the Outbound Proxy configuration of the SPA in order to connect to it.

    spa9xx-outbound-call-07.gif

  3. SPA product also supports STUN (Simple Traversal of UDP through NAT) protocol. Under the SIP tab, look for NAT Support Parameters. In the STUN Server field, enter your STUN server address, set both Substitute VIA Addr and STUN Enable to yes. Place your WAN IP address on EXT IP.

    spa9xx-outbound-call-09.gif

    Click Submit All Changes.

    Note: STUN will not work if you have a symmetric NAT. If you enable the debug through syslog and set STUN Test Enable to yes, the SPA product will print information about whether or not you have a symmetric NAT.

    On your NAT, you need to unblock UDP ports 5060, 5061, and the port range from 16384-16482. You might also need to disable "SPI" if there is such a function in your firewall.

Related Information

Updated: Dec 12, 2008
Document ID: 108984