IWS Call has disconnected - Media Error 237

[ddebeyer]

Hi there

Our agents have been getting this error after talking to clients then get the error popping up and line goes dead.
Can anyone please tell me what would cause this and how to resolve it?

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[Kubig]

Check T-Server logs or post it here

[ddebeyer]

Please can someone tell us why one would get this error using IWS software and Genesys

[Kubig]

Unfortunately NO, because without logs covering the issue is not possible find out what is the root cause of whole issue.

[ddebeyer]

so normally the media error 237 could have many causes do u have a list from experience the usual causes for the 237 error

[Kubig]

Post the logs (at least fragment covering few lines before and after the issue), in other case is not possible help you.

[Vishwasam]

I have a similar issue  but i am seeing media error code 61

19:34:19.277: $-NET:SIP::0:261

19:34:19.791 Trc 04541 RequestMakeCall received from [224] (0000000c WorkspaceDesktop_2004 192.168.3.43:54877)
message RequestMakeCall
AttributeReferenceID 13
AttributeThisDN '1004'
AttributeUserData [106] 00 02 00 00..
'IW_CaseUid' '306ca7d8-41e1-4ba6-8f3f-f0857cfb9f55'
'IW_BundleUid' '63e8d22f-4d29-4b63-9199-e78ae3a43f85'
AttributeExtensions [2] 00 00..
AttributeLocation ''
AttributeOtherDN '1003'
AttributeMakeCallType 0 (MakeCallRegular)
19:34:19.791 Int 04543 Interaction message "RequestMakeCall" received from 224 ("WorkspaceDesktop_2004")
@19:34:19.7910 [ISCC] destination_location substituted by local
@19:34:19.7910 [ISCC] destination_location substituted by local
19:34:19.791  -- created: CRequest@30e9090 RequestMakeCall-WorkspaceDesktop_2004[224]/13
19:34:19.791: $+TLIB:CTI:Unknown:0:5375165612
19:34:19.791 +++ CIFace::Request +++
  -- new invoke
  Parsed: RequestMakeCall
  From: WorkspaceDesktop_2004[224]/13
  Numbers: +<1004> +<1003>
  Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0
  -----
  -- validate
  -- state check: ok
  CIFace: Sent CRequest@30e9090 RequestMakeCall-WorkspaceDesktop_2004[224]/13
  FinishRequest CRequest@30e9090 RequestMakeCall-WorkspaceDesktop_2004[224]/13
  IFace stats: q=0 s=0
  -- complete
19:34:19.791: Number: 1004 : checking for a softswitch configuration
19:34:19.791: Number:1004 did not find any softswitch with matching prefix to send this call to
19:34:19.791: Unable to resolve number for DN:1004
19:34:19.791: SIPDM: failed to get registration info for 1004
19:34:19.791: SIPDM: failed to get registration info for 1004
19:34:19.791: COS:MakeCall: request from 1004 to 1003 is rejected by dial plan
  Response (61): for CRequest@30e9090 RequestMakeCall-WorkspaceDesktop_2004[224]/13
19:34:19.791 Trc 36002 Request rejected: error code 61(Invalid Calling Dn)
@19:34:19.7910 [0] 8.1.101.34 send_to_client: message EventError
(Invalid Calling Dn)
AttributeEventSequenceNumber 0000000000000158
AttributeTimeinuSecs 791000
AttributeTimeinSecs 1436969059 (19:34:19)
AttributeExtensions [2] 00 00..
AttributeErrorCode 61
AttributeErrorMessage 'Invalid Calling Dn'
AttributeMakeCallType 0 (MakeCallRegular)
AttributeOtherDN '1003'
AttributeLocation ''
AttributeUserData [106] 00 02 00 00..
'IW_CaseUid' '306ca7d8-41e1-4ba6-8f3f-f0857cfb9f55'
'IW_BundleUid' '63e8d22f-4d29-4b63-9199-e78ae3a43f85'
AttributeThisDN '1004'
AttributeReferenceID 13
AttributeClientID 12
19:34:19.791 Int 04545 Interaction message "EventError" sent to 224 ("WorkspaceDesktop_2004")
19:34:19.791 Trc 04542 EventError sent to [224] (0000000c WorkspaceDesktop_2004 192.168.3.43:54877)
  FinishRequest: second time for CRequest@30e9090 RequestMakeCall-WorkspaceDesktop_2004[224]/13
19:34:19.791: ERROR: 20000007, GetSipTServerCall(request,call), SipTServer.cpp,864
19:34:19.791: ERROR: 20000007, GetSipTServerCallParty(request,call,party), SipTServerAcdService.cpp,3873
19:34:19.791 --- CIFace::Request ---
19:34:19.791  -- deleted: CRequest@30e9090 RequestMakeCall-WorkspaceDesktop_2004[224]/13
19:34:19.791: $-TLIB:CTI:Unknown:0:318


Can some check where the issue might be

[cavagnaro]

It is extremely detailed, even tells you where the error is...Come on...
Dial plan, invalid DN called...so...you check the....dial plan


Enviado de meu C6602 usando Tapatalk

[Vishwasam]

here is the scenario..

I am using workspace desktop with xlite till now  and recently installed Workspace_sip_endpoint to eliminate xlite. are there some changes i need to make in agent level, sip level or iwd ?

[Kubig]

It seems like exception on SIP endpoint, where it was not unable to register against the SIP server and SIP server was not able to recognize where is DN registered (on what IP) - so cannot contact him. Check SIP endpoint logs or sniff the SIP communication.

[cavagnaro]

Kubig is right