There are various factors that can affect the phone's ability to connect to the Edge for a call...type of phone (also WebRTC vs. hard phone); type of deployment (local physical edges, PureCloud Voice, BYOC, virtual edges...), what network the phone is on vs. the edge's network (Remote agent on the internet, local agent on same network, agent inside firewall with a physical phone trying to connect to PureCloud Voice, etc.).
Just because a phone provisioned properly does not mean it is registered properly, and even if it registers that does not mean it can place calls since provisioning and registering use different ports, and RTP for calls uses other ports.
So, if you are using UDP or TCP for the SIP Phone Trunks, you can turn on Protocol Capture under the Diagnostic section on the Phone Trunk used by the phones having problems, then reproduce the error, then download the logs from the Edge configuration page and read the .pcap files in Wireshark...that will probably give you an idea of what is going wrong.
If you are using TLS on the phone trunks, you will need to open a case with Care so they can pull the back-end logs and see what is happening.
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 10-03-2019 09:48
From: Debora Lopes
Subject: Cannot connect a station to an Edge
Agent cannot make calls due bellow error. Permisions, provisioning and phone configuration are ok.
Message error says: "Call error, cannot connect a station to an Edge. If the error persists, contact your administrator"
#Telephony
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Debora Lopes
Wittel Comunicacoes Ltda
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