OBiTALK Community

General Support => On-Topic: Obihai and OBi Products => Topic started by: ernbot on December 01, 2017, 10:47:00 am



Title: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: ernbot on December 01, 2017, 10:47:00 am
I have an OBI200 device configured with two Google Voice accounts.  The first on SP1 works fine.  I can make calls and receive them with no issue.  The second account on SP2 will make outgoing calls fine but will not ring on incoming calls.  I followed the guides for both but can figure it out.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: SteveInWA on December 01, 2017, 11:31:11 am
Using a desktop or laptop computer's web browser, not a phone or tablet, sign into the Google account (Gmail address and password) that you configured on SP2.  Go to the old, "Legacy" settings, on the Phones tab.  Make sure you see your inbound Google Voice number on the left side of the page, under "Your number".  If it says "Get a voice number" or "Access number", then this account has no inbound number to ring.  Look at the right side of the page, and make sure you have a check mark to the left of Google Chat.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: ernbot on December 01, 2017, 04:41:57 pm
Thanks for the reply.  I definitely have followed those instructions and confirmed that Google Chat is checked but the OBI device still won't ring.  I receive calls through Hangouts and all of the other forwarded numbers.

(https://i.imgur.com/xhQ83lX.png)


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: SteveInWA on December 01, 2017, 04:48:46 pm
Thanks for the screenshot.

I suggest that you completely delete the SP2 configuration, and then add it again, making sure you are signed into the correct Google account.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: ernbot on December 01, 2017, 09:51:46 pm
Deleted and reconfigured the account, but still no luck. :-[


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: SteveInWA on December 02, 2017, 01:54:14 pm
Do inbound calls ring your mobile phone?


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: ernbot on December 03, 2017, 01:59:32 pm
I didn't have my mobile configured, as it's associated with another GV account.  I added it, made sure it rang, but it didn't make a difference.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: SteveInWA on December 03, 2017, 02:03:04 pm
If inbound calls to your Google Voice number are successfully forwarded to your linked mobile phone number, which rings and can be answered, then there is nothing wrong with your Google Voice setup.  You are likely authenticating OBiTALK to a different Google account -- not the one that holds the Google Voice number.

Try again.  Look closely at the Gmail address of the Google account shown in your screenshot of the Google Voice web page.  From the OBiTALK dashboard, click on the SP (SP1 through SP4) that you set up with Google Voice.  Look at the Gmail address it displays.  If it's wrong, click the link to correct it.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: ernbot on December 03, 2017, 02:27:52 pm
It is most definitely logged into the correct account.(https://i.imgur.com/dCOCbUR.png)

For troubleshooting purposes, I removed all the accounts and swapped the order of the two GV accounts.

The GV account (that previously wouldn't ring) provisioned on SP1, now rings, and the other on SP2 now doesn't ring.  This leads me to believe that there's something wrong with the OBi200.  I does have the latest firmware.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: SteveInWA on December 03, 2017, 02:39:32 pm
It's impossible for this to be a hardware problem.  It's just firmware running on a CPU inside the OBi, and if it works on one SP, it should work on all SPs.

I suggest that you start completely over.

Delete the OBi 200 completely off of your OBiTALK dashboard.  Wait a few minutes while OBiTALK remotely resets your device, and the power LED stops flashing.  Then, pull all three plugs out of the OBi (telephone, Ethernet and power).

Turn the OBi upside-down on a flat surface.  Find the small bump with the hole in it.  Using a straightened paper clip, gently depress the recessed button until you feel a click.  Continue to hold down the button while you plug in only the power plug.  Wait at least 10 seconds or longer.  Release the button.  Wait another couple minutes until the LEDs settle down.  Pull the power plug.

Log into each of the two Google accounts, one at a time, and go to this page:  https://myaccount.google.com/security?pli=1#connectedapps (https://myaccount.google.com/security?pli=1#connectedapps)

Look at the section that says "Apps with access to your account".  Click the link that says "MANAGE APPS".  On the next page, find and delete the OBiTALK Google Voice item.  Sign out of the account, and repeat this with the other account, then sign out of that account.

Plug back in the Ethernet and phone plugs.  Plug in the power plug.  Wait for it to boot up.  Add it back to the portal, using the **5 procedure.  Do NOT make any changes on the local web page (192.168.x.x or 10.0.x.x).  Just follow the steps to configure Google Voice on SP1 and SP2.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: ernbot on December 03, 2017, 03:25:13 pm
I just went through the process. 

1. Delete OBi200 from dashboard
2. Reset device, held button down until the status light went from red to flashing green, to steady green, etc.
3. Removed apps access to OBi Talk in each Google account.
Reconnected phone and provisioned accounts using the Obi Dashboard.

I get the same result the account configured to SP1 rings but the account on SP2 will not.  I can make outbound calls fine on both accounts.  I'm stumped.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: azrobert on December 03, 2017, 03:37:44 pm
Try defining the 2nd GV account on SP3 or SP4.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: SteveInWA on December 03, 2017, 03:49:31 pm
You need to click and add a check-mark to the box on the SP configuration page that says "Incoming Calls Will Ring On".


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: azrobert on December 03, 2017, 04:46:05 pm
You need to click and add a check-mark to the box on the SP configuration page that says "Incoming Calls Will Ring On".

That option is for the OBi202. The OBi200 doesn't have that option and will default to Phone1.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: SteveInWA on December 03, 2017, 05:29:28 pm
Yes, the OBi 200 does have that setting.

See below.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: SteveInWA on December 03, 2017, 06:14:40 pm
Upon re-reading your posts:

In this post, http://www.obitalk.com/forum/index.php?topic=13234.msg85087#msg85087 (http://www.obitalk.com/forum/index.php?topic=13234.msg85087#msg85087) you provided a screenshot of the account that supposedly won't ring.  I then asked you if it rang on your mobile phone, which was shown on that screenshot.  You replied in a subsequent post that you didn't have a mobile phone configured on the problem account, which is clearly incorrect, if viewing the earlier-linked screenshot.  So, I still doubt that you are working with the correct accounts on both the Google Voice and OBiTALK sides.  Something's fishy.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: azrobert on December 03, 2017, 06:19:51 pm
I have 2 GV accounts defined on my OBi200 and neither one has that option.  Maybe it's just for SIP accounts. I have 2 SIP accounts that I can't check. The dashboard lists them as undefined because they were manually defined.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: Taoman on December 03, 2017, 06:20:51 pm
You need to click and add a check-mark to the box on the SP configuration page that says "Incoming Calls Will Ring On".
Interesting. For my Callcentric and Anveo DIDs I have that option but for VoIP.ms, Simonics, and Google Voice that checkbox isn't there on my OBi200s.

However, azrobert's point remains. Checking or unchecking that box on a 200 does absolutely nothing.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: SteveInWA on December 03, 2017, 06:23:01 pm
Fine.  It's a red herring.

I am pretty certain that this is a PEBCAK issue.  Have you ever heard of a service working on one SP but not another SP?


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: ernbot on December 03, 2017, 08:15:04 pm
That "mobile" number is what Google labeled my landline.  Which does ring when dialing my GV.  Not sure what that has to do with OBi200 not ringing. 
There is no checkbox in the configuration screen of my Obi on SP1 with the GV line.

I fully admit that I may have made an error somewhere, but if there's an option or setting I'm missing, I just don't see it. 

(https://i.imgur.com/yR5dl1I.png)

I have configured many VoIP, SIP and ATA devices and understand there are nuances but this is frustrating.

Also, as I stated, I swapped the accounts on SP1 and SP2 and the SP2 account still won't ring with no other changes to the GV settings.  I even tried removing all of the numbers from GV and starting over, still not ringing on the OBi200.  One nice benefit of doing this is that I was able to force GV to accept my mobile number on both accounts.  Something I was not able to do before GV updated the interface.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: SteveInWA on December 03, 2017, 08:35:17 pm
Just so we are clear:

Google Voice is not a standalone telephone company (this is an important legal and regulatory distinction).  It's a call forwarding service.  You get (or port in) an inbound Google Voice number, and then you configure that number to forward to up to six, ten-digit PSTN phone numbers.  Optionally, Google Voice can forward to Google Chat (Google's own Chat service is defunct, but it is leaving in place the underlying XMPP protocol used by Chat for OBi users).  OBi devices act as XMPP/Chat clients.  So, an OBi device is answering forwarded calls, similar to answering the call on a land line or mobile phone number.

If a Google Voice number can successfully forward calls to a PSTN number, and Google Chat is check-marked on that Google Voice configuration, then the OBi should ring on inbound calls to that number.  That is why I asked you to test it.  You cannot have a mobile phone added as a forwarding number on two different Google Voice configurations.  This is a technical limitation of the service, related to the method Google Voice uses to handle text messaging.  If you define the forwarding phone as a land line number on both of two GV configurations, then it can exist on a maximum of two GV accounts, but text message forwarding between that number and GV will be disabled.

Now, all that is great, but it doesn't explain why you are having this problem.

The fact that the suspect GV account actually works when it is configured on SP1 further exonerates Google Voice as the cause of the problem, if I am reading your posts correctly.

I have no idea how SP2 could not be ringing, unless you have made some change to the SP2 settings that is disabling it, or SP2's two-ring cadence doesn't work on your phone.  When a call is forwarded to the OBi on SP2, watch the LEDs on the OBi and see if the phone LED blinks.  If it does, pick up the phone and see if you can answer the call.  If that's the case, then you have a ringer issue.  Try using a different telephone plugged into the OBi; preferably a different brand.  We can fix the ring cadence if that turns out to be the problem.

You can certainly try moving the account off of SP2 onto SP3 or SP4 as Robert suggested.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: ernbot on December 03, 2017, 09:01:15 pm
I understand GV is not a phone company, I can only assume you point this out because I mentioned VoIP and ATA's. I was just stating that I have configured out much more complex services in the past.  This looks very straight forward and thus the source of my frustration.

I realize that GV normally won't let you configure a mobile # on two accounts, but I did and that's why I mentioned it.  Texts are forwarded on only the first GV account that I assigned it to, which is fine by me.   But I digress...

I configured my second GV account on SP3 and low and behold,  IT WORKED!!!

So, out of morbid curiosity I configured a SIP account on SP2 and it doesn't ring.  The plot thickens



Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: SteveInWA on December 03, 2017, 09:03:57 pm
I pointed out the distinction about Google Voice because it's critical to understanding how calls reach the OBi.

Your test results strongly suggest that this whole fiasco is being caused by the telephone plugged into your OBi, not ringing when the line 2 distinctive ring cadence is used.  Try another telephone to prove or disprove this.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: ernbot on December 03, 2017, 09:26:02 pm
Okay, connect and old school analog phone to the OBi200 and it rang when I dialed the account on SP2, so the ring cadence is the problem, interesting.

PEBCAK indeed :P


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: ernbot on December 03, 2017, 09:27:32 pm
Seriously though, I appreciate the support on this issue.  I'm really glad I found this device, it makes my telephony situation a whole lot simpler.

[edit] grammar


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: azrobert on December 03, 2017, 09:55:08 pm
If the ring pattern is the problem, you can change it to match SP1.
Use OBi Expert to make the following changes:

Voice Services -> SP2 Service
X_RingProfile: A
X_DefaultRing: 1

Both boxes to the right of the value must be unchecked before changing.


Title: Re: OBI200 - 2 Google Voice accounts, SP1 works/ SP2 won't ring
Post by: ernbot on December 03, 2017, 10:03:06 pm
Awesome, thanks everyone.