Author Topic: WWE - Click on Answer call - Call dis connecting  (Read 1439 times)

Offline Raja Sekhar

  • Jr. Member
  • **
  • Posts: 70
  • Karma: -1
  • Genesys Routing Applciation developer
WWE - Click on Answer call - Call dis connecting
« on: June 28, 2017, 09:29:33 PM »
Hi Team,


During Inbound call, when the SIP server sends Request answer call to WWE, on click of Answer button in WWE pop up, the call is disconnecting.

The response message for the request answer call is sent with no SDP message as per my observation, because it is a browser based solution.

The response message for Zoiper or Eyebeam  for the request answer call has SDP content .

Please suggest , how to solve answer call issue from WWE.
Rajasekhar YHS,
rajasekharlbit@gmail.com,
+0046-766951543

Offline Kubig

  • Hero Member
  • *****
  • Posts: 2615
  • Karma: 41
Re: WWE - Click on Answer call - Call dis connecting
« Reply #1 on: June 28, 2017, 09:46:32 PM »
What is the extension DN configuration? It seems like incorrect configuration. Also would be great to see the T-Server log
Genesys certified professional consultant (GVP, SIP, GIR and Troubleshooting)

Offline Raja Sekhar

  • Jr. Member
  • **
  • Posts: 70
  • Karma: -1
  • Genesys Routing Applciation developer
Re: WWE - Click on Answer call - Call dis connecting
« Reply #2 on: June 28, 2017, 11:56:14 PM »
Hi Kubig,


Apologize, there is a correction in my Initial Message. :(

During Inbound call, when the SIP server sends Request answer call to WWE, on click of Answer button in WWE pop up, the call is Not answered.

There is No  response message ,  200 OK is not sent when Accept call is clicked in pop Up.

Where as , when we click the Answer button in Zoiper or Eyebeam in agent desktop, the 200 ok message is sent.

I have uploaded the Wire shark logs , captured in agent desktop in   https://we.tl/u3WNcx8xNs

There is no 200 ok i found when i clicked the Answer call.

Please find my DN options,

DN options :

[TServer]
contact=*
dual-dialog-enabled=false
geo-location=hydjh2
make-call-rfc3725-flow=1
preview-interaction=false
record=false
refer-enabled=false
reinvite-requires-hold=false
reject-call-incall=true
reuse-sdp-on-reinvite=false
ring-tone-on-make-call=true
sip-3pcc-from-pass-through=true
sip-cti-control=talk
sip-enable-call-info=true
sip-enable-moh=true
sip-oos-enabled=false
transfer-complete-by-refer=false
use-register-for-service-state=true




SIP Server Log:





Rajasekhar YHS,
rajasekharlbit@gmail.com,
+0046-766951543

Offline Kubig

  • Hero Member
  • *****
  • Posts: 2615
  • Karma: 41
Re: WWE - Click on Answer call - Call dis connecting
« Reply #3 on: June 29, 2017, 12:08:36 AM »
I think you should use Genesys Softphone rather then 3rd party softphones as there is no integration between WWE and 3rd party SE.
Genesys certified professional consultant (GVP, SIP, GIR and Troubleshooting)

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7099
  • Karma: 56330
Re: WWE - Click on Answer call - Call dis connecting
« Reply #4 on: June 29, 2017, 12:15:57 AM »
Zoiper or Eyebeam are not validated...not all sothphones support 3pcc...Bria does support and is validated. You must consider that

Offline Raja Sekhar

  • Jr. Member
  • **
  • Posts: 70
  • Karma: -1
  • Genesys Routing Applciation developer
Re: WWE - Click on Answer call - Call dis connecting
« Reply #5 on: June 29, 2017, 12:44:07 AM »
Thank You Kubig and Cavangaro.

I have no Issues with Endpoint here , 3cx  / zopier /eyebeam works perfect .

My current Architecture:

In agent desktop - agent logs into Web based Workspace (WWE) (place * extenison)  - For Data
In the same Desktop - he registers soft phone (zoiper/3Cx)  - For Voice

During Inbound call , WWE pops up with Answer call alert as well as endpoint pops up with Answer .

If we answer from WWE , it fails , No response (200 OK) is being sent to Sip server.
If we answer from End point , response goes successfully.

Question : How to send response when we click on Answer call in WWE  ?

Please suggest.


Rajasekhar YHS,
rajasekharlbit@gmail.com,
+0046-766951543

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7099
  • Karma: 56330
Re: WWE - Click on Answer call - Call dis connecting
« Reply #6 on: June 29, 2017, 12:49:03 AM »
As said, that is 3PCC so seems your Softphone doesn't support that order via CTI...so..no, not everything works fine


Enviado de meu E6633 usando Tapatalk


Offline Raja Sekhar

  • Jr. Member
  • **
  • Posts: 70
  • Karma: -1
  • Genesys Routing Applciation developer
Re: WWE - Click on Answer call - Call dis connecting
« Reply #7 on: June 29, 2017, 02:11:22 AM »
So, u suggest us to keep answering in Endpoint , Not in WWE - Accept call pop Up.
 ???
Rajasekhar YHS,
rajasekharlbit@gmail.com,
+0046-766951543

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7099
  • Karma: 56330
Re: WWE - Click on Answer call - Call dis connecting
« Reply #8 on: June 29, 2017, 03:10:58 AM »
Ohhh boy...install an endpoint that supports 3PCC...as said, Bria or as Kubig suggested the Genesys one

Enviado de meu E6633 usando Tapatalk


Offline Raja Sekhar

  • Jr. Member
  • **
  • Posts: 70
  • Karma: -1
  • Genesys Routing Applciation developer
Re: WWE - Click on Answer call - Call dis connecting
« Reply #9 on: June 29, 2017, 04:40:28 PM »
Sure Cavangaro,

I will tru and update you.

Mean while,

find the sip log below with T-Lib message, when i click Accept button in WWE . Post which the call is not answered .
As i communicated earlier, No SIP message in this scenario.

message RequestAnswerCall
   AttributeThisDN   '101011'
   AttributeReferenceID   77353
   AttributeConnID   008102a48587906b
2017-06-29T12:57:53.893 Int 04543 Interaction message "RequestAnswerCall" received from 1284 ("WS_Node")
2017-06-29T12:57:53.893  -- created: CRequest@6693140 RequestAnswerCall-WS_Node[1284]/77353
12:57:53.893: $+TLIB:CTI:Unknown:0:2092
2017-06-29T12:57:53.893 +++ CIFace::Request +++
   -- new invoke
   -- thisCall by party
  Parsed: RequestAnswerCall
  From: WS_Node[1284]/77353
  Numbers: +<101011> -<none>
  Calls: 62595d0:1 none
  Parties: 101011.6479040-62595d0:1
           none
  Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0
  -----
   -- validate
   -- state check: ok
  CIFace: Sent CRequest@6693140 RequestAnswerCall-WS_Node[1284]/77353
   TNAEmulator::NotifyBackup()
@12:57:53.8930 [BSYNC] Trace: Send to backup (DCSIPSRV01_P) [892]:

@12:57:53.8930 [BSYNC] Trace: Sent
   -- NAData ClRq added
  FinishRequest CRequest@6693140 RequestAnswerCall-WS_Node[1284]/77353
   IFace stats: q=0 s=0
   -- complete
   -- NAData ClRq removed
   TNAEmulator::NotifyBackup()



12:57:53.894: $*:CTI:SIP:ANSWER_CALL:1214111
2017-06-29T12:57:53.894 --- CIFace::Request ---
12:57:53.894: $-TLIB:CTI:Unknown:0:644





Rajasekhar YHS,
rajasekharlbit@gmail.com,
+0046-766951543

Offline Kubig

  • Hero Member
  • *****
  • Posts: 2615
  • Karma: 41
Re: WWE - Click on Answer call - Call dis connecting
« Reply #10 on: June 29, 2017, 05:07:16 PM »
Ohhh man...you are using non supported SE which does not support 3PCC at all. Use the supported and tested SE and all will work as expected. Do not reinvent the wheel.
Genesys certified professional consultant (GVP, SIP, GIR and Troubleshooting)