Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: nonny on January 12, 2015, 11:47:04 PM

Title: SIP (xlite) device calling into route point from IWS/WDE makes transfer call
Post by: nonny on January 12, 2015, 11:47:04 PM

Hi guys

Have a weird behaviour of xlite in a lab that hopefully someone can clear up.  I have xlite registered to SIP server, using IWS/WDE sip end point.  I can call a route point directly in Xlite fine.  But if I try to make the same call in IWS/WDE I actually get an inbound call on xlite that then seems to get a completed transfer to the RP.

Any ideas what would be causing this?

Title: Re: SIP (xlite) device calling into route point from IWS/WDE makes transfer call
Post by: cavagnaro on January 13, 2015, 01:23:03 AM

What Is IWS / WDE?
Where are logs?

Title: Re: SIP (xlite) device calling into route point from IWS/WDE makes transfer call
Post by: nonny on January 13, 2015, 02:04:09 AM

IWS=InteractionWorkspace,WDE=WorkspaceDesktopEdition

When ringing my RP 40000 from Workspace, SIP gets a EventRouteRequest FROM 40000 to my extension 60000 which comes in as an inbound call.

Title: Re: SIP (xlite) device calling into route point from IWS/WDE makes transfer call
Post by: Kubig on January 13, 2015, 09:16:33 AM

From your description is not clear what is the main problem. Could you be more specific please? And, as Cavagnaro has mentioned, logs would be great.

Title: Re: SIP (xlite) device calling into route point from IWS/WDE makes transfer call
Post by: nonny on January 13, 2015, 09:43:17 AM

I've got a lab environment with extensions and route points configured on Sip Server.  For testing I am using Xlite as the soft phone and I can register that fine against a DN.

For the agent, I am running Interaction Workspace.  The agent logs into IWS and uses the place associated with the DN that Xlite is using.

I have a simple routing strategy loaded on a RP.  From Xlite I can dial that RP and hear my strategy treatments fine.

But if I dial the RP from IWS, Xlite rings with an incoming call.  If I answer that call in Xlite I then get connected to the RP.  As I said above when I call the RP in IWS (RP is 40000, extension is 60000), RP 40000 is sending an EventRouteRequest to SIP Server to 60000.

Title: Re: SIP (xlite) device calling into route point from IWS/WDE makes transfer call
Post by: Kubig on January 13, 2015, 09:45:49 AM

It is expected behavior. Why are you using IWS with XLite? IWS has own endpoint, so the XLite endpoint is not necessary in this mode.

[quote]The agent logs into IWS and uses the place associated with the DN that Xlite is using.[/quote] This does make a sense for pure-IP solution.

Title: Re: SIP (xlite) device calling into route point from IWS/WDE makes transfer call
Post by: cavagnaro on January 13, 2015, 12:09:42 PM

Xlite free version has limits like 3pcc but paid version does work fine and better with correct DN configuration. Check the forum for 3PCC with Sip devices