I recently installed a UCM6302 for the purpose of using Wave for remote users. UCM on latest firmware.
Inbound calls come in and go to a ring group.
The remote users are using both the Windows Wave app and the Wave web client.
Often calls come in and do not ring the Wave clients. All they see is a missed call indicator after the fact.
Is anyone else seeing this and or have a solution?
I already opened a ticket with Grandstream last week but no solution to hand.
Dear user,
Thank you for using the UCM63xx and Wave application! Our development team will improve this issue in the UCM63xx next release. Thanks for your testing!
Thank you!
Dear user,
Thank you for your feedback! I already talked about this issue with our UCM development team today. May I ask some quick questions: This is a random issue or it can be reproduced 100%? When you notice the missed call notification, is there any client in the ring group answers this incoming call? Thanks for your testing!
Thank you!
@GSSupport74, this is happening continually. I can’t say on 100% of the calls, but certainly most of them.
Traces and Wave logs were given to tech support…
Dear user,
Thank you for your feedback! You can share your Wave logs and traces in this post and I will also try to help you analyze this issue here. May I ask when this issue is reproduced, any client in your ring group answers the incoming call? Or, no client answers the call, and you can see the missed call indicator on each Wave client? Thanks for your testing!
Thank you!
@GSSupport74 you should be able to access it all in ticket 20220830114329.
If you do not have access to that, please advise and I will arrange to get it to you.
This is a very significant issue for me as it is a replacement system from a UCM6204 that was only bought for the purpose of using Wave. It is also one of the companies that I work for that resells Grandstream systems, so this is very embarrassing, to say the least.
Thanks.
Dear user,
Thank you for your feedback! I can obtain the logs. Based on our analysis, when this issue was reproduced, one of the client in the ring group had answered the incoming call (you can find “Call completed elsewhere” in your given logs). This should be a known issue in the Wave/UCM63xx side and we will improve this issue in the next release. Btw, if the client in the ring group does not answer the call so quick, this issue may be avoid (random issue). Thanks for your testing!
Thank you!
I am not sure I understand this response.
The issue is that there are users with the WAVE installed that when a call comes in to a ring group, the WAVE does not ring. This answer, based upon the CANCEL being seen, implies that an INVITE was also sent and therefore the WAVE should have rang, but apparently did not.
The following was stated as being the issue-
“Often calls come in and do not ring the Wave clients. All they see is a missed call indicator after the fact”.
A CANCEL would only have been sent to the clients that were sent an INVITE which should have caused the ring. So, it begs the question of what happened to the INVITE? If the INVITE was not seen or the INVITE somehow managed to arrive after the CANCEL, what was the response to the CANCEL and why would it trigger a missed call when the client would not have been able to associate the CANCEL to an any CALLID or Cseq of the INVITE?
@GSSupport74, @lpneblett beautifully (as always) expresses my confusion; the Wave app never rings. All the user sees, and that is another issue, is the missed call message. [The missed call message should not be shown if the call was missed from a call in a Ring Group; something that Grandstream has corrected on their desk phones several years ago if my memory is correct.]
Why isn’t the Wave (Windows app AND web page) ringing when a call comes in from a Ring Group?
I am on a cruise ship so I can’t restest at the moment, but I belive the CDR and Active Calls on the UCM shows the calls are going to both the physical phone and Wave, but the Wave never rings…
I asked them about the missed calls in Wave the other day and was told the feature request is under development and we will see the update in next release.
Dear user,
Thank you for all your feedback! This issue will be improved in the Wave/UCM63xx next release. We will add a new push notification type (Reason: Answer by elsewhere) instead of showing missed call only. You can test it after we release next new version. Thanks for all your testing!
Based on the given logs, we noticed that the incoming call has been answered by one of the client in the ring group:
Let me know if you have any questions. Thanks!
Thank you!
Sorry, but while the addition of the reason code is appreciated, it still does not answer the original issue which is why did the app not ring? You indicated that someone answered it too quickly, but that suggests the CANCEL was received by the APP before the INVITE and there would have been nothing to CANCEL. The APP should have sent a 200OK to the CANCEL which would have referenced the Session that was being cancelled. However, unless there was an INVITE then there would have been no associated session to Cancel and instead there should have been a Session does not exist error (481).
So, what gives? Why did the APP not ring?
Nevertheless, why does the APP not ring??? That was the concern. The same issue will continue except that the APP will not show a missed call (maybe), but what about the RING that should have been associated to the INVITE?
Dear user,
Thank you for your feedback! May I ask a quick question? The “Ring Strategy” option on the Web UI of the UCM63xx was set to “Ring in Order” or “Ring Simultaneously”?
If it has been set to “Ring in Order”, this behavior is correct. If not, we may need the remote access to the UCM63xx or captured UCM syslog to troubleshoot this issue. Please check the PJSIP and PBXMID option before downloading the syslog. Thanks for your testing!
Thank you!
The ring strategy should make no difference. A CANCEL will only be sent to those endpoints that did not answer the call, but did receive an INVITE and now need to be instructed to stop ringing. The fact that the call may have been answered elsewhere, which may then cause the missed call message to not be presented is irrelevant to the issue presented.
Again, the issue presented is that the WAVE endpoint received a missed call message which implies that it received an INVITE and is ringing and then received a CANCEL to stop the ringing, but the complaint is that the WAVE never rang.
Dear user,
Thank you for your feedback! If the Ring Strategy has been set to “Ring in Order”, in the ring group, if the client A answers the call, the client B and C will not ring. This is the reason we want to check this setting on the Web UI of the UCM server.
In order to check the usage scenario, we will need the UCM63xx server syslog for troubleshooting. After reviewing the Ring Group configuration in the UCM63xx, we will also need the syslog (enable PJSIP and PBXMID). Thanks for your testing!
Thank you!
Yes, that is understandable, but then why the Cancel and missed call? Can you not tell from the traces and other that was sent by Drostoker -
@GSSupport74 you should be able to access it all in ticket 20220830114329.
As per what is attached to the ticket the strategy is Ring Simultaneously @GSSupport74.
My apologies for delays in responding but I am on cruise ship right now with extremely limited cell service which I am using for Internet.
