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SIP Soft Phone error

  • 1.  SIP Soft Phone error

    Posted 07-31-2020 11:14
    We have had 2 SIP phones that get the error message  disconnected there are no lines available to reach your station.  The phone is able to provision but no calls can be answered or made from the users workstation. Any ideas?

    Nathan Creviston
    Hanscom Federal Credit UnionHFCU

  • 2.  RE: SIP Soft Phone error

    Posted 08-02-2020 21:47
    Hi Nathan,

    SIP Softphone has to have a continuous connection to the microphone on the headset. If the audio path to the agent is disrupted for example by the VPN going to sleep or the agent disconnecting their headset, then the audio path no longer exists and an attempt to deliver the call will give you the message you are seeing.
    If the softphone always gets this message then there is likely to be a problem with the network, such as the RTP traffic is being NATTed or the wrong network adapter being selected in the SIP Softphone Options.

    If the problem is a temporary loss of audio path then reprovisioning will fix the symptom, but you might want to set the SIP Softphone to use persistent connections so the VPN doesn't time out so often.

    Genesys recently included a patch to enable the softphone to autorecover from going to sleep, so you might need to ensure you are on the latest patch level if you feel that is applicable to your situation.


    Richard Presling
    Pyrios (Pty) Limited