In my experience with cases, this is mostly due to a "idle timeout" within the network. If you would try to make a call directly from the SIP Softphone dial pad when this happens, you'll most likely be able to make the call, and directly afterwards be able to pick up calls / make calls through Desktop/Connect as well. However, this will then idle out after a minute or so (depending on the settings on your network).
As the PureConnect system is not communicating constantly with the phone, the network will close out (from one side) due to the idle timeout. It can be "re-opened" from the phone side (either by making a call from the Sip Softphone dial pad, or re-provisioning) and it will work until the idle timeout time is met again.
Some older phones (sip100, AudioCodes) had a possibility to workaround this issue with enabling "Enable Keep Alive Using OPTIONS" through the advanced options in the Managed IP Phone configuration, however the SIP Softphone does not have this option.
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Dejan Bojic
Genesys - Employees
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Original Message:
Sent: 11-28-2020 05:41
From: Mahmoud Kamal
Subject: Soft phone provision is always needed if left the Interaction connect Idle for minute
Hello Dears,
I have an issue with the Sip softphone that if I left the interaction connect idle for a while ( about one minute ) and return back to make a call , hen call is taking 10 about seconds in initializing mode then call disconnect because your station is unreachable.
In this case the hone status is online in the task bar and up-to-date in the CIC view bu I need to provision it gain to be able to make a call
Any idea about this!
Thanks
#SIP/VolP
#SystemAdministration
#Telephony
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Mahmoud Kamal
Perfect Presentation Telecommunication
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