Hi
Please somebody have this problem: We have a customer and 2 agents have problems with their headset, at 10am and 4pm the headset does not work,  in the UI the audio device appear but the agent can not make or receive calls.
The headset work again, only when the machines are restarted.
In the pcsoftphone logs we find this:
softphone::AudioResource::get_soft_station_resource : Caught standard exception creating the SoftStation resource:
ErrorCode: error.softphoneengine.audioresource.createresource
Description: failed to create SoftStation resource

softphone::AudioResource::start : Caught standard exception creating the SoftStation resource:
ErrorCode: error.icmediaserveraudio.api.invalidParameter
Description: Error creating duplex audio device (Input='sipsoftphone:Default Communications Device', Output='sipsoftphone:Default Communications Device')
Hostname: UIVMT9910
Function: icmediaserveraudio::GraphSoftStation::open_or_modify_devices()
File(Line): //media/main_systest/int/src/icmediaserveraudio/graph_soft_station.cpp#16(1891)
Parameters:
'deviceAudioInput' => "sipsoftphone:Default Communications Device"
'deviceAudioOutput' => "sipsoftphone:Default Communications Device"
Nested:
ErrorCode: error.hpaa.wasapi.capture
Description:
Initialize device failed, totalBufferSize=3200000, waveFormat:
Legacy Format Tag = (65534) Microsoft Windows Extensible Format Tag
Channels = 1
Samples Per Second = 44100
Average Bytes Per Sec = 176400
Block Align = 4
Bits Per Samples = 32
Additional Data Size = 22
Valid Bits Per Samples= 32
Samples Per Block = 1
Channel Mask = 4
Extensible Format = {00000003-0000-0010-8000-00aa00389b71}
Hostname: UIVMT9910
Function: hpaa::wasapi::WasapiAsyncInput::initialize()
File(Line): //media/main_systest/int/src/hpaa/wasapi_wrapper.cpp#5(727)
Parameters:
'totalBufferSize' => "3200000"

Some idea for resolve this problem?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

I recommend that instead of letting the softphone use the Windows Default Communication Device, you set it instead to the specific headset.

That setting is accessed by right-clicking the softphone icon in the Systray in Windows, select Audio Configuration, and "Use custom device settings".

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 12-12-2019 12:31
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi
Please somebody have this problem: We have a customer and 2 agents have problems with their headset, at 10am and 4pm the headset does not work,  in the UI the audio device appear but the agent can not make or receive calls.
The headset work again, only when the machines are restarted.
In the pcsoftphone logs we find this:
softphone::AudioResource::get_soft_station_resource : Caught standard exception creating the SoftStation resource:
ErrorCode: error.softphoneengine.audioresource.createresource
Description: failed to create SoftStation resource

softphone::AudioResource::start : Caught standard exception creating the SoftStation resource:
ErrorCode: error.icmediaserveraudio.api.invalidParameter
Description: Error creating duplex audio device (Input='sipsoftphone:Default Communications Device', Output='sipsoftphone:Default Communications Device')
Hostname: UIVMT9910
Function: icmediaserveraudio::GraphSoftStation::open_or_modify_devices()
File(Line): //media/main_systest/int/src/icmediaserveraudio/graph_soft_station.cpp#16(1891)
Parameters:
'deviceAudioInput' => "sipsoftphone:Default Communications Device"
'deviceAudioOutput' => "sipsoftphone:Default Communications Device"
Nested:
ErrorCode: error.hpaa.wasapi.capture
Description:
Initialize device failed, totalBufferSize=3200000, waveFormat:
Legacy Format Tag = (65534) Microsoft Windows Extensible Format Tag
Channels = 1
Samples Per Second = 44100
Average Bytes Per Sec = 176400
Block Align = 4
Bits Per Samples = 32
Additional Data Size = 22
Valid Bits Per Samples= 32
Samples Per Block = 1
Channel Mask = 4
Extensible Format = {00000003-0000-0010-8000-00aa00389b71}
Hostname: UIVMT9910
Function: hpaa::wasapi::WasapiAsyncInput::initialize()
File(Line): //media/main_systest/int/src/hpaa/wasapi_wrapper.cpp#5(727)
Parameters:
'totalBufferSize' => "3200000"

Some idea for resolve this problem?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Thanks George
In all the machines the headset are set like you said
"Default Communication Device"

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Original Message:
Sent: 12-12-2019 12:35
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I recommend that instead of letting the softphone use the Windows Default Communication Device, you set it instead to the specific headset.

That setting is accessed by right-clicking the softphone icon in the Systray in Windows, select Audio Configuration, and "Use custom device settings".

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-12-2019 12:31
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi
Please somebody have this problem: We have a customer and 2 agents have problems with their headset, at 10am and 4pm the headset does not work,  in the UI the audio device appear but the agent can not make or receive calls.
The headset work again, only when the machines are restarted.
In the pcsoftphone logs we find this:
softphone::AudioResource::get_soft_station_resource : Caught standard exception creating the SoftStation resource:
ErrorCode: error.softphoneengine.audioresource.createresource
Description: failed to create SoftStation resource

softphone::AudioResource::start : Caught standard exception creating the SoftStation resource:
ErrorCode: error.icmediaserveraudio.api.invalidParameter
Description: Error creating duplex audio device (Input='sipsoftphone:Default Communications Device', Output='sipsoftphone:Default Communications Device')
Hostname: UIVMT9910
Function: icmediaserveraudio::GraphSoftStation::open_or_modify_devices()
File(Line): //media/main_systest/int/src/icmediaserveraudio/graph_soft_station.cpp#16(1891)
Parameters:
'deviceAudioInput' => "sipsoftphone:Default Communications Device"
'deviceAudioOutput' => "sipsoftphone:Default Communications Device"
Nested:
ErrorCode: error.hpaa.wasapi.capture
Description:
Initialize device failed, totalBufferSize=3200000, waveFormat:
Legacy Format Tag = (65534) Microsoft Windows Extensible Format Tag
Channels = 1
Samples Per Second = 44100
Average Bytes Per Sec = 176400
Block Align = 4
Bits Per Samples = 32
Additional Data Size = 22
Valid Bits Per Samples= 32
Samples Per Block = 1
Channel Mask = 4
Extensible Format = {00000003-0000-0010-8000-00aa00389b71}
Hostname: UIVMT9910
Function: hpaa::wasapi::WasapiAsyncInput::initialize()
File(Line): //media/main_systest/int/src/hpaa/wasapi_wrapper.cpp#5(727)
Parameters:
'totalBufferSize' => "3200000"

Some idea for resolve this problem?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

I am recommending you do not use "Default Communication Device". Did you try changing it to the specific headset on one of the problem stations to see if it makes a difference?

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 12-13-2019 09:09
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Thanks George
In all the machines the headset are set like you said
"Default Communication Device"

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 12-12-2019 12:35
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I recommend that instead of letting the softphone use the Windows Default Communication Device, you set it instead to the specific headset.

That setting is accessed by right-clicking the softphone icon in the Systray in Windows, select Audio Configuration, and "Use custom device settings".

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-12-2019 12:31
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi
Please somebody have this problem: We have a customer and 2 agents have problems with their headset, at 10am and 4pm the headset does not work,  in the UI the audio device appear but the agent can not make or receive calls.
The headset work again, only when the machines are restarted.
In the pcsoftphone logs we find this:
softphone::AudioResource::get_soft_station_resource : Caught standard exception creating the SoftStation resource:
ErrorCode: error.softphoneengine.audioresource.createresource
Description: failed to create SoftStation resource

softphone::AudioResource::start : Caught standard exception creating the SoftStation resource:
ErrorCode: error.icmediaserveraudio.api.invalidParameter
Description: Error creating duplex audio device (Input='sipsoftphone:Default Communications Device', Output='sipsoftphone:Default Communications Device')
Hostname: UIVMT9910
Function: icmediaserveraudio::GraphSoftStation::open_or_modify_devices()
File(Line): //media/main_systest/int/src/icmediaserveraudio/graph_soft_station.cpp#16(1891)
Parameters:
'deviceAudioInput' => "sipsoftphone:Default Communications Device"
'deviceAudioOutput' => "sipsoftphone:Default Communications Device"
Nested:
ErrorCode: error.hpaa.wasapi.capture
Description:
Initialize device failed, totalBufferSize=3200000, waveFormat:
Legacy Format Tag = (65534) Microsoft Windows Extensible Format Tag
Channels = 1
Samples Per Second = 44100
Average Bytes Per Sec = 176400
Block Align = 4
Bits Per Samples = 32
Additional Data Size = 22
Valid Bits Per Samples= 32
Samples Per Block = 1
Channel Mask = 4
Extensible Format = {00000003-0000-0010-8000-00aa00389b71}
Hostname: UIVMT9910
Function: hpaa::wasapi::WasapiAsyncInput::initialize()
File(Line): //media/main_systest/int/src/hpaa/wasapi_wrapper.cpp#5(727)
Parameters:
'totalBufferSize' => "3200000"

Some idea for resolve this problem?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Sorry George

Ok, I going to test your recommendation
Thanks

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Original Message:
Sent: 12-13-2019 09:16
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I am recommending you do not use "Default Communication Device". Did you try changing it to the specific headset on one of the problem stations to see if it makes a difference?

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-13-2019 09:09
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Thanks George
In all the machines the headset are set like you said
"Default Communication Device"

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 12-12-2019 12:35
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I recommend that instead of letting the softphone use the Windows Default Communication Device, you set it instead to the specific headset.

That setting is accessed by right-clicking the softphone icon in the Systray in Windows, select Audio Configuration, and "Use custom device settings".

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-12-2019 12:31
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi
Please somebody have this problem: We have a customer and 2 agents have problems with their headset, at 10am and 4pm the headset does not work,  in the UI the audio device appear but the agent can not make or receive calls.
The headset work again, only when the machines are restarted.
In the pcsoftphone logs we find this:
softphone::AudioResource::get_soft_station_resource : Caught standard exception creating the SoftStation resource:
ErrorCode: error.softphoneengine.audioresource.createresource
Description: failed to create SoftStation resource

softphone::AudioResource::start : Caught standard exception creating the SoftStation resource:
ErrorCode: error.icmediaserveraudio.api.invalidParameter
Description: Error creating duplex audio device (Input='sipsoftphone:Default Communications Device', Output='sipsoftphone:Default Communications Device')
Hostname: UIVMT9910
Function: icmediaserveraudio::GraphSoftStation::open_or_modify_devices()
File(Line): //media/main_systest/int/src/icmediaserveraudio/graph_soft_station.cpp#16(1891)
Parameters:
'deviceAudioInput' => "sipsoftphone:Default Communications Device"
'deviceAudioOutput' => "sipsoftphone:Default Communications Device"
Nested:
ErrorCode: error.hpaa.wasapi.capture
Description:
Initialize device failed, totalBufferSize=3200000, waveFormat:
Legacy Format Tag = (65534) Microsoft Windows Extensible Format Tag
Channels = 1
Samples Per Second = 44100
Average Bytes Per Sec = 176400
Block Align = 4
Bits Per Samples = 32
Additional Data Size = 22
Valid Bits Per Samples= 32
Samples Per Block = 1
Channel Mask = 4
Extensible Format = {00000003-0000-0010-8000-00aa00389b71}
Hostname: UIVMT9910
Function: hpaa::wasapi::WasapiAsyncInput::initialize()
File(Line): //media/main_systest/int/src/hpaa/wasapi_wrapper.cpp#5(727)
Parameters:
'totalBufferSize' => "3200000"

Some idea for resolve this problem?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Hello Gladys,

Have you managed to solve this issue? I faced with the same one, tried George's advice, but without success...

------------------------------
Anton Karelin
Jet Infosystems
------------------------------

Original Message:
Sent: 12-13-2019 09:27
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Sorry George

Ok, I going to test your recommendation
Thanks

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 12-13-2019 09:16
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I am recommending you do not use "Default Communication Device". Did you try changing it to the specific headset on one of the problem stations to see if it makes a difference?

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-13-2019 09:09
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Thanks George
In all the machines the headset are set like you said
"Default Communication Device"

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 12-12-2019 12:35
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I recommend that instead of letting the softphone use the Windows Default Communication Device, you set it instead to the specific headset.

That setting is accessed by right-clicking the softphone icon in the Systray in Windows, select Audio Configuration, and "Use custom device settings".

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-12-2019 12:31
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi
Please somebody have this problem: We have a customer and 2 agents have problems with their headset, at 10am and 4pm the headset does not work,  in the UI the audio device appear but the agent can not make or receive calls.
The headset work again, only when the machines are restarted.
In the pcsoftphone logs we find this:
softphone::AudioResource::get_soft_station_resource : Caught standard exception creating the SoftStation resource:
ErrorCode: error.softphoneengine.audioresource.createresource
Description: failed to create SoftStation resource

softphone::AudioResource::start : Caught standard exception creating the SoftStation resource:
ErrorCode: error.icmediaserveraudio.api.invalidParameter
Description: Error creating duplex audio device (Input='sipsoftphone:Default Communications Device', Output='sipsoftphone:Default Communications Device')
Hostname: UIVMT9910
Function: icmediaserveraudio::GraphSoftStation::open_or_modify_devices()
File(Line): //media/main_systest/int/src/icmediaserveraudio/graph_soft_station.cpp#16(1891)
Parameters:
'deviceAudioInput' => "sipsoftphone:Default Communications Device"
'deviceAudioOutput' => "sipsoftphone:Default Communications Device"
Nested:
ErrorCode: error.hpaa.wasapi.capture
Description:
Initialize device failed, totalBufferSize=3200000, waveFormat:
Legacy Format Tag = (65534) Microsoft Windows Extensible Format Tag
Channels = 1
Samples Per Second = 44100
Average Bytes Per Sec = 176400
Block Align = 4
Bits Per Samples = 32
Additional Data Size = 22
Valid Bits Per Samples= 32
Samples Per Block = 1
Channel Mask = 4
Extensible Format = {00000003-0000-0010-8000-00aa00389b71}
Hostname: UIVMT9910
Function: hpaa::wasapi::WasapiAsyncInput::initialize()
File(Line): //media/main_systest/int/src/hpaa/wasapi_wrapper.cpp#5(727)
Parameters:
'totalBufferSize' => "3200000"

Some idea for resolve this problem?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Hi Anton,

If you have anti-virus installed, disable it and try

------------------------------
Mohammed Bazzi
Viacomms Telecom KSCC
------------------------------

Original Message:
Sent: 10-29-2020 05:45
From: Anton Karelin
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hello Gladys,

Have you managed to solve this issue? I faced with the same one, tried George's advice, but without success...

------------------------------
Anton Karelin
Jet Infosystems

Original Message:
Sent: 12-13-2019 09:27
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Sorry George

Ok, I going to test your recommendation
Thanks

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 12-13-2019 09:16
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I am recommending you do not use "Default Communication Device". Did you try changing it to the specific headset on one of the problem stations to see if it makes a difference?

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-13-2019 09:09
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Thanks George
In all the machines the headset are set like you said
"Default Communication Device"

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 12-12-2019 12:35
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I recommend that instead of letting the softphone use the Windows Default Communication Device, you set it instead to the specific headset.

That setting is accessed by right-clicking the softphone icon in the Systray in Windows, select Audio Configuration, and "Use custom device settings".

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-12-2019 12:31
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi
Please somebody have this problem: We have a customer and 2 agents have problems with their headset, at 10am and 4pm the headset does not work,  in the UI the audio device appear but the agent can not make or receive calls.
The headset work again, only when the machines are restarted.
In the pcsoftphone logs we find this:
softphone::AudioResource::get_soft_station_resource : Caught standard exception creating the SoftStation resource:
ErrorCode: error.softphoneengine.audioresource.createresource
Description: failed to create SoftStation resource

softphone::AudioResource::start : Caught standard exception creating the SoftStation resource:
ErrorCode: error.icmediaserveraudio.api.invalidParameter
Description: Error creating duplex audio device (Input='sipsoftphone:Default Communications Device', Output='sipsoftphone:Default Communications Device')
Hostname: UIVMT9910
Function: icmediaserveraudio::GraphSoftStation::open_or_modify_devices()
File(Line): //media/main_systest/int/src/icmediaserveraudio/graph_soft_station.cpp#16(1891)
Parameters:
'deviceAudioInput' => "sipsoftphone:Default Communications Device"
'deviceAudioOutput' => "sipsoftphone:Default Communications Device"
Nested:
ErrorCode: error.hpaa.wasapi.capture
Description:
Initialize device failed, totalBufferSize=3200000, waveFormat:
Legacy Format Tag = (65534) Microsoft Windows Extensible Format Tag
Channels = 1
Samples Per Second = 44100
Average Bytes Per Sec = 176400
Block Align = 4
Bits Per Samples = 32
Additional Data Size = 22
Valid Bits Per Samples= 32
Samples Per Block = 1
Channel Mask = 4
Extensible Format = {00000003-0000-0010-8000-00aa00389b71}
Hostname: UIVMT9910
Function: hpaa::wasapi::WasapiAsyncInput::initialize()
File(Line): //media/main_systest/int/src/hpaa/wasapi_wrapper.cpp#5(727)
Parameters:
'totalBufferSize' => "3200000"

Some idea for resolve this problem?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Hi Mohammed,

Thank you for your response. We already have solved this issue and the problem was exectly with antivirus.

------------------------------
Anton Karelin
Jet Infosystems
------------------------------

Original Message:
Sent: 11-09-2020 02:07
From: Mohammed Bazzi
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi Anton,

If you have anti-virus installed, disable it and try

------------------------------
Mohammed Bazzi
Viacomms Telecom KSCC

Original Message:
Sent: 10-29-2020 05:45
From: Anton Karelin
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hello Gladys,

Have you managed to solve this issue? I faced with the same one, tried George's advice, but without success...

------------------------------
Anton Karelin
Jet Infosystems

Original Message:
Sent: 12-13-2019 09:27
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Sorry George

Ok, I going to test your recommendation
Thanks

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 12-13-2019 09:16
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I am recommending you do not use "Default Communication Device". Did you try changing it to the specific headset on one of the problem stations to see if it makes a difference?

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-13-2019 09:09
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Thanks George
In all the machines the headset are set like you said
"Default Communication Device"

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 12-12-2019 12:35
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I recommend that instead of letting the softphone use the Windows Default Communication Device, you set it instead to the specific headset.

That setting is accessed by right-clicking the softphone icon in the Systray in Windows, select Audio Configuration, and "Use custom device settings".

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-12-2019 12:31
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi
Please somebody have this problem: We have a customer and 2 agents have problems with their headset, at 10am and 4pm the headset does not work,  in the UI the audio device appear but the agent can not make or receive calls.
The headset work again, only when the machines are restarted.
In the pcsoftphone logs we find this:
softphone::AudioResource::get_soft_station_resource : Caught standard exception creating the SoftStation resource:
ErrorCode: error.softphoneengine.audioresource.createresource
Description: failed to create SoftStation resource

softphone::AudioResource::start : Caught standard exception creating the SoftStation resource:
ErrorCode: error.icmediaserveraudio.api.invalidParameter
Description: Error creating duplex audio device (Input='sipsoftphone:Default Communications Device', Output='sipsoftphone:Default Communications Device')
Hostname: UIVMT9910
Function: icmediaserveraudio::GraphSoftStation::open_or_modify_devices()
File(Line): //media/main_systest/int/src/icmediaserveraudio/graph_soft_station.cpp#16(1891)
Parameters:
'deviceAudioInput' => "sipsoftphone:Default Communications Device"
'deviceAudioOutput' => "sipsoftphone:Default Communications Device"
Nested:
ErrorCode: error.hpaa.wasapi.capture
Description:
Initialize device failed, totalBufferSize=3200000, waveFormat:
Legacy Format Tag = (65534) Microsoft Windows Extensible Format Tag
Channels = 1
Samples Per Second = 44100
Average Bytes Per Sec = 176400
Block Align = 4
Bits Per Samples = 32
Additional Data Size = 22
Valid Bits Per Samples= 32
Samples Per Block = 1
Channel Mask = 4
Extensible Format = {00000003-0000-0010-8000-00aa00389b71}
Hostname: UIVMT9910
Function: hpaa::wasapi::WasapiAsyncInput::initialize()
File(Line): //media/main_systest/int/src/hpaa/wasapi_wrapper.cpp#5(727)
Parameters:
'totalBufferSize' => "3200000"

Some idea for resolve this problem?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Perfect :)

------------------------------
Mohammed Bazzi
Viacomms Telecom KSCC
------------------------------

Original Message:
Sent: 11-09-2020 02:12
From: Anton Karelin
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi Mohammed,

Thank you for your response. We already have solved this issue and the problem was exectly with antivirus.

------------------------------
Anton Karelin
Jet Infosystems

Original Message:
Sent: 11-09-2020 02:07
From: Mohammed Bazzi
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi Anton,

If you have anti-virus installed, disable it and try

------------------------------
Mohammed Bazzi
Viacomms Telecom KSCC

Original Message:
Sent: 10-29-2020 05:45
From: Anton Karelin
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hello Gladys,

Have you managed to solve this issue? I faced with the same one, tried George's advice, but without success...

------------------------------
Anton Karelin
Jet Infosystems

Original Message:
Sent: 12-13-2019 09:27
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Sorry George

Ok, I going to test your recommendation
Thanks

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 12-13-2019 09:16
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I am recommending you do not use "Default Communication Device". Did you try changing it to the specific headset on one of the problem stations to see if it makes a difference?

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-13-2019 09:09
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Thanks George
In all the machines the headset are set like you said
"Default Communication Device"

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 12-12-2019 12:35
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I recommend that instead of letting the softphone use the Windows Default Communication Device, you set it instead to the specific headset.

That setting is accessed by right-clicking the softphone icon in the Systray in Windows, select Audio Configuration, and "Use custom device settings".

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-12-2019 12:31
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi
Please somebody have this problem: We have a customer and 2 agents have problems with their headset, at 10am and 4pm the headset does not work,  in the UI the audio device appear but the agent can not make or receive calls.
The headset work again, only when the machines are restarted.
In the pcsoftphone logs we find this:
softphone::AudioResource::get_soft_station_resource : Caught standard exception creating the SoftStation resource:
ErrorCode: error.softphoneengine.audioresource.createresource
Description: failed to create SoftStation resource

softphone::AudioResource::start : Caught standard exception creating the SoftStation resource:
ErrorCode: error.icmediaserveraudio.api.invalidParameter
Description: Error creating duplex audio device (Input='sipsoftphone:Default Communications Device', Output='sipsoftphone:Default Communications Device')
Hostname: UIVMT9910
Function: icmediaserveraudio::GraphSoftStation::open_or_modify_devices()
File(Line): //media/main_systest/int/src/icmediaserveraudio/graph_soft_station.cpp#16(1891)
Parameters:
'deviceAudioInput' => "sipsoftphone:Default Communications Device"
'deviceAudioOutput' => "sipsoftphone:Default Communications Device"
Nested:
ErrorCode: error.hpaa.wasapi.capture
Description:
Initialize device failed, totalBufferSize=3200000, waveFormat:
Legacy Format Tag = (65534) Microsoft Windows Extensible Format Tag
Channels = 1
Samples Per Second = 44100
Average Bytes Per Sec = 176400
Block Align = 4
Bits Per Samples = 32
Additional Data Size = 22
Valid Bits Per Samples= 32
Samples Per Block = 1
Channel Mask = 4
Extensible Format = {00000003-0000-0010-8000-00aa00389b71}
Hostname: UIVMT9910
Function: hpaa::wasapi::WasapiAsyncInput::initialize()
File(Line): //media/main_systest/int/src/hpaa/wasapi_wrapper.cpp#5(727)
Parameters:
'totalBufferSize' => "3200000"

Some idea for resolve this problem?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Can I ask what headset and what anti-virus software was involved?  Disabling the anti-virus doesn't seem to be a "solution".  More of a temporary workaround.  Is there a long term solution available?

------------------------------
Marty Hand
National Domestic Violence Hotline
------------------------------

Original Message:
Sent: 11-09-2020 02:12
From: Anton Karelin
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi Mohammed,

Thank you for your response. We already have solved this issue and the problem was exectly with antivirus.

------------------------------
Anton Karelin
Jet Infosystems

Original Message:
Sent: 11-09-2020 02:07
From: Mohammed Bazzi
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi Anton,

If you have anti-virus installed, disable it and try

------------------------------
Mohammed Bazzi
Viacomms Telecom KSCC

Original Message:
Sent: 10-29-2020 05:45
From: Anton Karelin
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hello Gladys,

Have you managed to solve this issue? I faced with the same one, tried George's advice, but without success...

------------------------------
Anton Karelin
Jet Infosystems

Original Message:
Sent: 12-13-2019 09:27
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Sorry George

Ok, I going to test your recommendation
Thanks

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 12-13-2019 09:16
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I am recommending you do not use "Default Communication Device". Did you try changing it to the specific headset on one of the problem stations to see if it makes a difference?

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-13-2019 09:09
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Thanks George
In all the machines the headset are set like you said
"Default Communication Device"

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 12-12-2019 12:35
From: George Ganahl
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

I recommend that instead of letting the softphone use the Windows Default Communication Device, you set it instead to the specific headset.

That setting is accessed by right-clicking the softphone icon in the Systray in Windows, select Audio Configuration, and "Use custom device settings".

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 12-12-2019 12:31
From: Gladys Galabay
Subject: THE HEADSET DOES NOT WORK FOR UNKNOW REASON

Hi
Please somebody have this problem: We have a customer and 2 agents have problems with their headset, at 10am and 4pm the headset does not work,  in the UI the audio device appear but the agent can not make or receive calls.
The headset work again, only when the machines are restarted.
In the pcsoftphone logs we find this:
softphone::AudioResource::get_soft_station_resource : Caught standard exception creating the SoftStation resource:
ErrorCode: error.softphoneengine.audioresource.createresource
Description: failed to create SoftStation resource

softphone::AudioResource::start : Caught standard exception creating the SoftStation resource:
ErrorCode: error.icmediaserveraudio.api.invalidParameter
Description: Error creating duplex audio device (Input='sipsoftphone:Default Communications Device', Output='sipsoftphone:Default Communications Device')
Hostname: UIVMT9910
Function: icmediaserveraudio::GraphSoftStation::open_or_modify_devices()
File(Line): //media/main_systest/int/src/icmediaserveraudio/graph_soft_station.cpp#16(1891)
Parameters:
'deviceAudioInput' => "sipsoftphone:Default Communications Device"
'deviceAudioOutput' => "sipsoftphone:Default Communications Device"
Nested:
ErrorCode: error.hpaa.wasapi.capture
Description:
Initialize device failed, totalBufferSize=3200000, waveFormat:
Legacy Format Tag = (65534) Microsoft Windows Extensible Format Tag
Channels = 1
Samples Per Second = 44100
Average Bytes Per Sec = 176400
Block Align = 4
Bits Per Samples = 32
Additional Data Size = 22
Valid Bits Per Samples= 32
Samples Per Block = 1
Channel Mask = 4
Extensible Format = {00000003-0000-0010-8000-00aa00389b71}
Hostname: UIVMT9910
Function: hpaa::wasapi::WasapiAsyncInput::initialize()
File(Line): //media/main_systest/int/src/hpaa/wasapi_wrapper.cpp#5(727)
Parameters:
'totalBufferSize' => "3200000"

Some idea for resolve this problem?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------