Not Able to Answer using SoftPhone from the AgentDesktop

[ajayku14]

HI Kubig,

The softphone is not genesys IWS. The softphone(Desktop application) is customized and the desktop IPaddress for the softphone is 165.43.156.107. The hardphone IP is 165.42.77.15 and the hardphone is configured to register with sip server.

Thanks
Ajay

[cavagnaro]

I ask again, does your endpoint support 3PCC?

[ajayku14]

HI Cav,

I asked the testing team the same but they told me that they have no idea.

Thanks
Ajay

[ajayku14]

Hi Cav,

What will happen if the soft phone does not support 3pcc, does the team able to answer the call from softphone or not?

Thanks
Ajay

[cavagnaro]

Will not. That would mean you can work only on 1PCC. Clarify that doubt before proceeding further. Would be a waste of time if not.

[blakshmikanth]

Ajay,

It seems to me your testing and architecture is incorrect. Feel free to correct me if I am wrong.

From the logs, it looks that you are logging into SIP Server (not Avaya PBX) using Softphone. For Avaya integration, you should have the following architecture

Avaya SES/SM  ==>  SIP Server ==> Routing Point ==> GVP
    ||
    ||
Avaya CM == > Avaya T-Server ==> Agent (Hardphone or Softphone)

Is your implementation like above? If not, it will not work.

Regards,
Lucky

[ajayku14]

HI All,

Related to this issue I found some observation at extension level.

When I configured the extension(6023) of Tserver section in the contact option, if I mention transport=tcp
the call is landing at both soft phone as well as hard phone and not able to answer using soft phone. If I mention transport=udp, In this scenario the call is ringing on the soft phone and can able to answer it but at that time call is not landing on the hard phone.

The options are as follows.

contact=sip:6023@165.42.77.15;transport=tcp;avaya-sc-enabled=========> not able to answer using soft phone.Call lands on both soft phone as well as hard phone.

contact=sip:6023@165.42.77.15;transport=udp;=========> Able to answer using soft phone but the call is not landing on the hard phone.

If I want to answer using hard phone and to land the call on the hard phone what changes I need to do.


Thanks
Ajay

[cavagnaro]

You need to talk to Avaya guys...obviously you have them as medium. Which Rtp protocol do they support?
You have a previous questions still unanswered, 2 of them now from us. If you keep throwing hopes for a magic answer without answering ours too then no much to do.

[Tambo]

you guys really are desperate for sales , it really can't be up to much if this is what you need to revert to !!

[livinginnj]

Check if auto-answer is enabled from switch. If enabled , you need to disable auto-answer from IWS. Hope this helps