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SIP soft phone - sometomes pick up call not possible

  • 1.  SIP soft phone - sometomes pick up call not possible

    Posted 06-30-2022 10:01
    hi,
    running CIC 2021 R2 with IC Desktop and SIP softphone either 2019 R3/P14 or 2021 R2/P12 and somtimes the agent got an issue that they
    -see an alerting call coming into IC Desktop
    -clicking pick up call, the icon seems clicked but nothing happens
    -either they click several times and sometimes they can pick up the call
    -or they are not able to pickup at all and the call goes into RONA

    I have checked alot of documentation, but I could not find a possible root cause.
    this is never happening with remote stations(e.g. to mobile phones)
    Does someone have an idea what's going on?

    thanks and regards!
    #SIP/VolP

    ------------------------------
    Alexander Opitz
    T-Mobile Austria GmbH
    ------------------------------


  • 2.  RE: SIP soft phone - sometomes pick up call not possible

    Posted 07-01-2022 01:57
    Hi Alexahder,

    Probably softphone cannot reach CIC and loosing registration.

    You can check following logs :

    From CIC server side

    Provisioning Server @80

    TsServer@ 80

    SipEngine@80

    AdminServer@80

    Application & System Logs


    From Client Machine Side

    Interaction client@100

    SipSoftPhone@100

    SipEngine@100

    Application Event logs

    Regards,
    Guchan

    ------------------------------
    Guchan Erzorlu
    Call Center Resources Dan. A.S
    ------------------------------



  • 3.  RE: SIP soft phone - sometomes pick up call not possible

    Posted 07-01-2022 06:56
    Thank you Guchan, will check these logs!

    Best regards, alex

    ------------------------------
    Alexander Opitz
    T-Mobile Austria GmbH
    ------------------------------



  • 4.  RE: SIP soft phone - sometomes pick up call not possible

    Posted 07-01-2022 03:17
    Edited by Cenk Gündüz 07-01-2022 03:17
    There is another possibility to take you into this issue maybe broken audio path if you are using usb headset @ your client machines.

    If you are noticed with a red exclamation on your Interaction Desktop then you may need to check if the audio path is correctly set up @ your clients. If the audio path is not correctly set up, your clients with Soft Phone may not function properly.

    Could you also please check this point addition to the check points provided by Güçhan?​

    Thanks,
    Best Regards

    ------------------------------
    Cenk Gündüz
    CTCOMM
    ------------------------------



  • 5.  RE: SIP soft phone - sometomes pick up call not possible

    Posted 07-01-2022 06:57
    Thank you Cenk, will ask the users to watch out for the exclamation mark and check the audio path!

    Best regards,
    alex

    ------------------------------
    Alexander Opitz
    T-Mobile Austria GmbH
    ------------------------------



  • 6.  RE: SIP soft phone - sometomes pick up call not possible

    NEW MEMBER
    Posted 10 days ago
    Hello Team,

    We are too experiencing this issue to few agents on the dialer. We use Interaction Connect and ours is an outbound call center.
    The call is presented by the dialer to the user but UNABLE to pick up. The status after a while goes as "ACD-AGENT NOT ANSWERING"

    Have tried all possible troubleshooting steps but unable to resolve. Kindly help.

    Thanks,
    Raj

    ------------------------------
    Bharathraj Shet
    EOS Canada Inc
    ------------------------------



  • 7.  RE: SIP soft phone - sometomes pick up call not possible

    Posted 10 days ago
    Hi Raj,

    I can check the logs.

    Can you share the logs with a call id?
    My mail address is guchan(at)hotmail.com

    Regarfs,
    Guchan

    ------------------------------
    Guchan Erzorlu
    Call Center Resources Dan. A.S
    ------------------------------



  • 8.  RE: SIP soft phone - sometomes pick up call not possible

    NEW MEMBER
    Posted 6 days ago
    Thanks Guchan. However I can share my logs only when I can upload it on the FTP or our partner. I cannot share our logs unfortunately.

    Please let me know what exactly I need to look at and the name of the logs and and their trace levels.

    Would really appreciate helping us on this.

    Thanks,
    Raj.

    ------------------------------
    Bharathraj Shet
    EOS Canada Inc
    ------------------------------



  • 9.  RE: SIP soft phone - sometomes pick up call not possible

    Posted 6 days ago
    Hi Raj,

    From CIC server side

    Provisioning Server @80

    TsServer@ 80

    SipEngine@80

    AdminServer@80

    Application & System Logs


    From Client Machine Side

    Interaction client@100

    SipSoftPhone@100

    SipEngine@100

    Application Event logs

    Regards,
    Guchan

    ------------------------------
    Guchan Erzorlu
    Call Center Resources Dan. A.S
    ------------------------------



  • 10.  RE: SIP soft phone - sometomes pick up call not possible

    Top 25 Contributor
    Posted 6 days ago
    Just to ask, when this happens, is the SIP showing as provisioned?  We run in to something like this, when it decides to go offline, or never provisions completely.

    Might right click on the globe with the headphones icon in the taskbar over by the clock, and go through provisioning, and make sure it goes all the way through when this happens.

    ------------------------------
    Jon Mercer
    ------------------------------



  • 11.  RE: SIP soft phone - sometomes pick up call not possible

    NEW MEMBER
    Posted 6 days ago
    Yes that was one of the troubleshooting steps that I take but that does not help.

    Thanks,
    Raj.

    ------------------------------
    Bharathraj Shet
    EOS Canada Inc
    ------------------------------



  • 12.  RE: SIP soft phone - sometomes pick up call not possible

    Posted 6 days ago
    My guess would be the internet connection, this is what we see from our agents if there is a lot of latency on their connection. Have a ping test pinging the CIC server and when the agent has a problem, see what the time is. We find anything over 50 MS causes issue with audio, at around 80 MS and higher the CIC server doesn't see the station respond so it never sends the call, so the agent can't pick up.

    ------------------------------
    Scott Williams
    Missouri Higher Education Loan Authority
    ------------------------------



  • 13.  RE: SIP soft phone - sometomes pick up call not possible

    NEW MEMBER
    Posted 6 days ago
    Good stuff. Let me check that and review.

    ------------------------------
    Bharathraj Shet
    EOS Canada Inc
    ------------------------------



  • 14.  RE: SIP soft phone - sometomes pick up call not possible

    Posted 2 days ago
    Dear Alex,

    Good Day,

    This issue could be a network related issue there is some blockings in the network preventing sipsoftphone provisioning to be persistent connection. You might want to revisit the network policy for those PCs. Also check if there is any antivirus enabled in the agent pc and try to disable it.

    While you are checking with the your network about. there are 2 things you need to change on the station level. Please see below.

    1. Station Audio Path set to Always IN - So the audio connection will go always on the media server.


    2. Then you need to set the session of the station to be Station Connection are Persistent

    With these settings you can determine that there is issue on the network. What i want you to do is to select 2 agent pc that having issue and activate that setting in 1pc then see if the issue still persist.

    This setting is not a fix. This is only workaround.

    I still advise you to check the network side of view of the agents pc

    regards
    Dan

    ------------------------------
    Dan Kenneth Sta Iglesa
    Perfect Presentation Telecommunication
    ------------------------------



  • 15.  RE: SIP soft phone - sometomes pick up call not possible

    Posted yesterday
    Edited by Alexander Opitz yesterday
    Hi Dan,
    thank you very much for the explanation, I will check these boxes for the test users and ask the network engineer to analyze the traffic!

    best regards,
    alex

    p.s. is there any downside in leaving the station connection as persistent if that would hep to prevent this issue?

    ------------------------------
    Alexander Opitz
    T-Mobile Austria GmbH
    ------------------------------



  • 16.  RE: SIP soft phone - sometomes pick up call not possible

    NEW MEMBER
    Posted yesterday
    Hello Alexander

    We faced this issue and solved it due to our network connection (latency topic as mentioned below). We use RTC-Phone.
    But we still do have exactly the same issue when Agent A is in conversation and receives another incoming call (internal forwarded or from external for communicate licenses), He cannot pickup the second call (in German "makeln").
    This failure can be reproduced every time.
    We already have a ticket running at Genesys (No 3115190). I'll keep you updated on this if you'd like

    best regards
    Richard

    ------------------------------
    Richard Wolzt
    Europ Assistance Gesellschaft m.b.H.
    ------------------------------



  • 17.  RE: SIP soft phone - sometomes pick up call not possible

    Posted yesterday
    Hello Richard,

    You are correct we face this issue with one of our client and they found out that there are some blockings restrictions on their network after that the issue is fixed.

    As workaround while they are checking their we make all the stations to be connection persistent and its working. Then after they make changes on the network we remove that workaround and its working fine now stable.

    Regards
    Dan

    ------------------------------
    Dan Kenneth Sta Iglesa
    Perfect Presentation Telecommunication
    ------------------------------



  • 18.  RE: SIP soft phone - sometomes pick up call not possible

    Posted yesterday
      |   view attached
    Hi Richard,

    You can also refer IP Soft Phone section (Page:20) in the attached document (PortMap_TR.pdf) for the SIP communication between SIP Soft Phones and CIC Server and other peripherals.

    Best Regards

    ------------------------------
    Cenk Gündüz
    Founder
    CTCOMM
    ------------------------------

    Attachment(s)

    pdf
    PortMap_TR.pdf   259 KB 1 version


  • 19.  RE: SIP soft phone - sometomes pick up call not possible

    Posted yesterday
    Hi Richard,
    thank you, I will follow up on that with the network engineer to see if there is latency in the SIP traffic to the workstation.

    Best regards,
    alex

    ------------------------------
    Alexander Opitz
    T-Mobile Austria GmbH
    ------------------------------