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  • 1.  Added Audiocodes 405HD to BYOC Cloud , The phone show Operational and registered but cannot make and receive calls

    Posted 10-29-2024 04:54
    No replies, thread closed.

    Hi everyone,

    I have a question regarding adding the AudioCodes 405HD to BYOC Cloud. The phone shows as operational and registered, and it has been added to the user George Lau, but I still cannot make or receive calls from it. Could someone provide me with some hints?

      phone status

    Making Calls

    When I make a call from the user George Lau, who is already mapped to this AudioCodes 405HD and another WebRTC phone user, the following error is displayed, even though the receiving party is not in DND (Do Not Disturb) mode:

    Call Error:
    The station connection attempt received a DND (Do Not Disturb) status from the line appearance.

    Receiving Calls

    When another user makes a WebRTC phone call to George Lau, who is already mapped to the AudioCodes 405HD, the AudioCodes 405HD does not ring, and the caller hears George Lau's voicemail box. However, user George Lau has not set any forwarding functions.

    Thank you!
    George Lau


    #Telephony

    ------------------------------
    George Lau
    ------------------------------


  • 2.  RE: Added Audiocodes 405HD to BYOC Cloud , The phone show Operational and registered but cannot make and receive calls

    Posted 10-29-2024 15:21
    No replies, thread closed.

    Hello George,

    That certainly does seem odd. Are you and/or the person you are trying to call currently set to Busy or already on an ACD interaction? If so, then the call would go to voicemail. You may also want to take a look at the SIP pcap for the call. That may give some more information as to why the call wasn't set up.

    https://help.mypurecloud.com/articles/sip-diagnostics/



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Added Audiocodes 405HD to BYOC Cloud , The phone show Operational and registered but cannot make and receive calls

    Posted 10-30-2024 03:43
    No replies, thread closed.

    Hi Jason,

    In this scenario, the calls are being made to internal users, and there is no SIP PCAP for the internal calls.

    However, when calling from PSTN, users like George are unable to answer calls when mapped to the AudioCodes 405HD. They can receive calls when George is mapped to a WebRTC phone.

    Where can I obtain the PCAP for troubleshooting if George is mapped to the AudioCodes 405HD and is unable to answer calls?

    Best Regards

    George Lau



    ------------------------------
    George Lau
    ------------------------------

    Original Message


  • 4.  RE: Added Audiocodes 405HD to BYOC Cloud , The phone show Operational and registered but cannot make and receive calls

    Posted 10-29-2024 16:32
    No replies, thread closed.

    Are you configuring as Generic SIP as shown, or selecting the actual model in Base Phone?  I've had better performance using preconfigured models where available.



    ------------------------------
    Vikki Papesh
    Sr. Genesys Cloud Developer II
    Tandem Diabetes Care, Inc.
    ------------------------------



  • 5.  RE: Added Audiocodes 405HD to BYOC Cloud , The phone show Operational and registered but cannot make and receive calls

    Posted 10-29-2024 23:33
    No replies, thread closed.

    Hi Vikki,

    Thank you for your reply.

    I would also like to use the preconfigured AudioCodes 405HD model, but I believe the reason I can't is that my setup is on BYOC Cloud rather than BYOC Premises.

    add audiocode405hd
    Best Regards
    George Lau


    ------------------------------
    George Lau
    ------------------------------

    Original Message


  • 6.  RE: Added Audiocodes 405HD to BYOC Cloud , The phone show Operational and registered but cannot make and receive calls
    Best Answer

    Posted 10-30-2024 14:42
    No replies, thread closed.

    Hello George,

    Thank you for that additional info. It looks like that phone is not BYOC C / GCV Compatible. 

    From https://help.mypurecloud.com/articles/managed-phones-models-and-features-matrix/

    You may want to try and set it up as a Generic SIP device



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 7.  RE: Added Audiocodes 405HD to BYOC Cloud , The phone show Operational and registered but cannot make and receive calls

    Posted 10-31-2024 00:02
    No replies, thread closed.

    Dear Jason

    Thanks you for your information 

    if audiocodes 405HD is not compatible with BYOC Cloud is this meaning we cannot configure it as Generic sip phone to use in BYOC Cloud ?

    Best Regards

    George Lau



    ------------------------------
    George Lau
    ------------------------------

    Original Message


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