Busy on incoming calls until reset

[Itsmanaged]

We have experienced this problem with two Quadro 2x units - one using both POTS and VOIP, the other only using VOIP for incoming calls. Callers get busy tone, when we check, all incoming lines are free (VOIP and POTS). VOIP is registered (both use SIP) according to both the Quadro and the VOIP provider. Additionally, all outgoing calls behave correctly during this anomalous state.
There seems to be no indicator of this state (in logs, status etc.) - just that incoming callers ring in using mobiles to report that they cannot get through.
A power cycle on the Quadro fixes it, so external callers can call in ok after a reset.
The event happens rarely, once every few weeks.
Both units are powered through power filters & UPS (not no-break UPS units).
Doesn't sit well with our customers....Any suggestions?

[davrays]

The best way to handle this situation is to do the following:
1. Enable the developer logs (System->Diagnostics->Show System Logs->System Logs Settings->Enable Developer Logging->Save).
2. Download the logs as soon as that situation happens again. Best to do that immediately BEFORE the rebooting.
3. Send them to Epygi TSS for analysis.

I would be happy to suggest you tehh solution here, but this situation is not standard, and I don't see any reason for that. The most strange thing is that both VoIP and POTS lines are blocked at the same time - this is hard to believe actually... Are you sure that ALL lines are blocked, or maybe just SIP or just PSTN?..

What you can do yourself if this situation happens again, is to look if the calls from VoIP service are getting through to the Quadro (you can see if there is an INVITE message coming from ITSP in "SIP User Agent" logs).

[KSComs]

When you log into the device does it say there is an active call in the home section of the gui or do you have "register the quadro" information on the screen when you log in ?

Regards

Kevin