Avaya SM 604 Error Message

5 Techniques to search, find and fix it.

Avaya SM 604 Error Message_pst

Avaya SM 604 Error Message

5 Techniques to search, find and fix it.

In this post “Avaya SM 604 Error Message, see how to find loops, and misconfigured elements in the Avaya Session Manager Server. See how Dial Patterns and Locations can throw a monkey wrench to your wonderful day if not configured correctly.

Like you, I do spend lots of time researching and going through the growing pains of not having the quick HowTo or resource available to fix simple to complex issues. Not so long ago I was helping a customer who complained of getting a Denial Event of 1166.

Denial Event 11166! – Well that sounds very straight forward I thought. For starters this denial event is generated mostly when the ARS entry is not recognized by CM, so like anyone else would do, I headed over to that specific location and assigned the missing entry in there. Later that day I had the customer test, and I came to find out that we had more serious problems.

Welcome to Avaya SM 604 Error Message or SIP Message 604 “Does Not Exist Anywhere”. As I ran a quick “List trace tac xxx” on my SIP TG, found that calls were not even hitting the Public Unknown tables, instead they were going back and forth from CM and SMthat is when I decided to write these=

Avaya SM 604 Error Message The 5 Techniques=

  • 1.- Gather the system configuration
  • 2.- Put together a test plan
  • 3.- Test and collect the data
  • 4.- Review and Analyze
  • 5.- Eliminate and Update the system configuration

1.- Gather the system configuration

When handling multiple systems, it is very important that you take the time to analyze the implemented solution. These are some of the sub-steps=

Implemented Technology(ies) – Start by reviewing Communications Manager’s system configuration, and identify the type of handsets. This plays a part wether you need to run checks on SIP trunks that connect SIP devices, and any other trunks providing call routing services.

Now that you have an idea in which type of device is having the problems and how they are connected back to the Avaya Communications manager, it is time for you to continue the understanding of how all of these are tied together. Some of these are SIP enabled Interfaces such as Audio-codes, Sipera SBC, Session Manager, among others.

In the case of working with soft-phones applications like the OneX Communicator, it is important for you to know if these are configured to use SIP or H.323.

One-X Communicator SIP Configuration – When using this app as a SIP-UA, it will register to the configured Session Manager and acquire the voice resources resources from the local CM.

One-X Communicator H.323 Configuration – When using the One-X Communicator H.323 Protocol enabled, it is going to registered to its configured CM as a H.323 Endpoint.

Keep in mind that you are trying to identify the Avaya SM 604 Error Message “Does Not Exist Anywhere”, and it is important for you to understand these scenarios.

2.- Put together a test plan

Before you put together your plan, you have to have a clear conversation with your customer to see exactly which errors he is getting. In my case they customer was getting wave-off, producing a Denial Event 1166: Unassigned number, whenever calling out from the One-X Communicator application.

The Test Plan should consist of various testing procedures. It is important to keep the customer appraised in the testing development, keep in mind that this can impact the production system, full approval of your customer before proceeding is important.

Equipment and testing procedures=

  • Hard IP Phones and Softphone Applications
  • A candidate willing to make test calls
  • Access to CM and SM

3.- Test and collect the data

If the problem is happening with Softphones, then have the customer run the same scenario with a hard IP Phone, and capture the data from both CM and SM. If the calls are traversing through conventional ISDN circuits then there is no need to capture the events under SM.

In this case I did not have an IP Phone available to have the customer test. This test will help you identify if the problem is related to SIP trunk connecting the SIP Endpoint from SM to CM.

For Softphone utilizing the H.323 protocol, check the registration process and station status by running both of these commands=

List trace station xxxx, and List trace ras ip-station xxxx

On traceSM you need to capture the events with “call processing” turned on, and stop the trace, once the call has been completed.

It is important to know that when running “call processing” through traceSM, it will lose the “call processing” events once saved into a file and exiting out of the of TraceSM tool.

4.- Review and Analyze

Noticed that the call was getting looped between CM and SM, producing the following message=

CM           SM
|–INVITE–>   (1) T:14015551212 F:1200 U:14015551212 P:terminating
<–Trying–|     (1) 100 Trying
<–INVITE–|   (1) T:914015551212 F:1200 U:914015551212 P:terminating
|–Trying–>     (1) 100 Trying
 |–INVITE–>  (6) T:14015551212 F:1200 U:14015551212 P:terminating
<–Does no-|  (6) 604 Does not Exist Anywhere (INVITE Loop Detected)


When analyzing the TraceSM Packet Capture see how there is a SIP ladder similar to Wireshark’s. Here you can see the T:14015551212 represents the telephone number dialed, F: 1200 represents the User Agent’s Telephone number, U: = SIP URI, and in this case the P: represents the Location where the One-X Communicator is trying to initialize the call from.

The P-Location also includes the following information=

P-Location: SM;origlocname=“MAIN-LOCATION-CM”;origsiglocname=”US-REMOTE SM-LOCATION“;origmedialocname=“MAIN-LOCATION”.

As shown above the Original Sig Location is trying to reach CM’s resources, but there is not route for it to route outside (Public Network), causing the P:Terminating message “406 Does Not Exist Anywhere, INVITE Loop Detected.

Pretty self explanatory, SM tries multiple times to route between CM and SM, but because the One-X Communicator does not have a route to get to the SBC, the call or SIP Request keeps on looping between both servers.

Lets take a look at the same messages now under CM

14:31:25 TRACE STARTED 06/07/2017 CM Release String cold-00.0.441.0-23523
14:32:11 SIP>INVITE sip:14015551212@sbc.local.com SIP/2.0<-SBC Sends CM a Request
14:32:11     Call-ID: 9ef690aa4baf41e7922e05056963c2a
14:32:11     Setup digits 14015551212
14:32:11     Calling Number & Name 1200 Doe, John
14:32:11 SIP<SIP/2.0 100 Trying<———————————–CM Tries to process it
14:32:11     Call-ID: 9ef690aa4baf41e7922e05056963c2a
14:32:11     Proceed trunk-group 901 member 71    cid 0x2bde<—Finds a route under ARS-ANA
14:32:11 SIP<INVITE sip:914015551212@local.com SIP/2.0<—-CM Sends INVITE to SBC thru SM
14:32:11     Call-ID: 9ef690aa4baf41e7922e05056963c2a
14:32:11 SIP>SIP/2.0 100 Trying         <——————————SM tells CM, let me try that
14:32:11     Call-ID: 9ef690aa4baf41e7922e05056963c2a
14:32:11 SIP>SIP/2.0 604 Does not Exist Anywhere (INVITE Loop Detected) – And it does not know what to do with it

5.- Eliminate and Update the system configuration

Now that you understand that the problem is related to the P-Location in Session Manager, head over to the Location’s Pattern Section under Locations and remove the IP Address Subnet from the table.

If you are interested in keeping devices associated with their respective Locations (under SM), then I suggest that you create the Routing Patterns. Configure the Originating Locations, and Routing Policies to route to their respective Destination. In my case there was no routing defined to route to the SBC.



RFC 2361 – Look for section 21.6.3 – 604 Does Not Exist Anywhere

Question – What other types of SIP Error Messages do you frequently see, when troubleshooting Avaya Session Manager?


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