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SIP phone not able to dial out or receive calls

  • 1.  SIP phone not able to dial out or receive calls

    Posted 03-22-2021 19:44
    ​WE have Genesys pure connect 2019r2.  The user was able to pick up calls thru interaction desktop and sip phone.  However, in the day he couldn't pick up calls or makes calls. SIP phone registers but cannot make calls.  We exit interaction desktop and sip phone made sure vpn was fine. the headset is working fine. We reinstalled the application but nothing what could be causing this issue.  Nobody else seems to be having this issue.  He was fine for months until today.  Any suggestions.

    Thanks

    #Omni-ChannelDesktop/UserInterface
    #Routing(ACD/IVR)
    #SIP/VolP
    #SystemAdministration
    #Telephony

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    Horacio Gutierrez
    California Department of Insurance
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  • 2.  RE: SIP phone not able to dial out or receive calls

    Posted 03-23-2021 11:55
    Hi,

     I would personally test connecting interaction desktop using Remote Number.  If Remote Number is working and user is able to pickup the call, it means it's not user security within Interaction Administrator.  Does dialing directly an extension from the SIP softphone is working? I had issue in the pass where Sipsoft wasn't putting the right Network card into its configuration.  So if you go into Sip softphone Options, make sure RTP and SIP interface are set to your VPN.  audio device configuration can create the issue you mentionned too.

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    Sylvain Richard
    Global Excel Management Inc.
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  • 3.  RE: SIP phone not able to dial out or receive calls

    Posted 03-23-2021 12:29

    I checked and is set to msvpn and audio seems to be worked.  What else can it be?

     

     

     

    Horacio Gutierrez

    Information Technology Specialist I
    (213) 346-6082

    Horacio.Gutierrez@insurance.ca.gov

     






  • 4.  RE: SIP phone not able to dial out or receive calls

    Posted 03-23-2021 13:37
    Is it working using remote number instead of Sip Softphone?  Another things you might want to look at, could it be that a new VPN range was put in place for users working from home and there's missing firewall rule like NO ALG?  I had this error in the pass when we change IP range for our remote users.

    ------------------------------
    Sylvain Richard
    Global Excel Management Inc.
    ------------------------------



  • 5.  RE: SIP phone not able to dial out or receive calls

    Posted 03-23-2021 13:41

    It works with remote number. I don't think the IP address for MSVPN changed.  Everyone is working fine.

     

     

     

    Horacio Gutierrez

    Information Technology Specialist I
    (213) 346-6082

    Horacio.Gutierrez@insurance.ca.gov

     






  • 6.  RE: SIP phone not able to dial out or receive calls

    Posted 03-23-2021 13:52
    Do you have any error message appearing when trying to pickup an inbound call? Can you wireshark it to see the SIP packet exchange?  That can gives you some hint.

    ------------------------------
    Sylvain Richard
    Global Excel Management Inc.
    ------------------------------



  • 7.  RE: SIP phone not able to dial out or receive calls

    Posted 03-23-2021 13:55

    I don't get a error.

     

     

     

    Horacio Gutierrez

    Information Technology Specialist I
    (213) 346-6082

    Horacio.Gutierrez@insurance.ca.gov

     






  • 8.  RE: SIP phone not able to dial out or receive calls

    Posted 03-23-2021 14:18
    Did his computer get any microsoft updates last few days?  Looks like firewall... If you can do a wireshark on his computer and place a outbound call, you'll see the trace with INVITE, 200 OK, etc and see if there is any communication issue between the client and the server.

    ------------------------------
    Sylvain Richard
    Global Excel Management Inc.
    ------------------------------



  • 9.  RE: SIP phone not able to dial out or receive calls

    Posted 03-23-2021 14:22

    There were Microsoft updates yesterday.

     

     

     

    Horacio Gutierrez

    Information Technology Specialist I
    (213) 346-6082

    Horacio.Gutierrez@insurance.ca.gov

     






  • 10.  RE: SIP phone not able to dial out or receive calls

    Posted 03-23-2021 14:27
    So maybe one of the update did something? That's where I would start then.  If it was working before, what changes so its not working now... in your case, updates.

    ------------------------------
    Sylvain Richard
    Global Excel Management Inc.
    ------------------------------