Troubleshooting scenarios

Last Updated : Aug 19, 2020 |

Problem

Troubleshooting actions

You cannot register stations.

  • Check that the Communication Manager signaling group and Session Manager media server have a consistent media type (TCP/TLS).

  • Check that the Off-PBX-Telephone Station-Mapping screen has the correct trunk.

  • Check that the deskphone has the correct sip-server IP address.

The Phone is registered, but the feature buttons are not available or are not working.

  • Ensure that you have added a domain to all the IP network regions associated with the 96X1 SIP agent deskphones. For more information, see Administration tips.

  • Restart PPM via service tomcat4 restart. If restarting does not resolve the issue, set Session Manager using stop -acfn; start -ac /var/log/sip-server/ppm.log.

An agent cannot log in.

  • Look at the denial events using display events with type = denial.

  • Check that the deskphone is administered as a 96X1SIPCC station type on the Station screen.

  • On the Call Center pages of the System-Parameters Customer screen, verify that the Logged-In SIP EAS Agents field is greater than 0.

  • Check that the subscriptions are set up between Communication Manager and Session Manager. Use tcm and enter rdd :sus Vmem. Navigate to the next page. Verify that the cAgentStatusSub number equals the number of signaling groups going to a Session Manager.

  • Other errors might be existing agent errors, such as multiple agent login and incorrect login ID and password.

The 96X1 SIP agent deskphone does not support third-party call forwarding and send all calls.

Check that administration of third-party support for call forwarding and send all calls exists. When buttons are administered for call forwarding all, call forwarding busy/does not answer, or send all calls, leave the corresponding extension fields on the feature button assignments portion of the Station screen blank.

Multiple call appearances on an incoming call.

On page 2 of the Off-PBX-Telephone Station-Mapping screen, verify that the Bridged Calls field is set to none. The field must be set to none for any SIP station that has bridged to the station. For instance, consider three SIP stations in this scenario:

  • SIP station A is administered with three primary call appearances and one bridged appearance for SIP station B.

  • SIP station C is administered with three primary call appearances and two bridged appearances for SIP station A. Administer the Bridged Calls field for all phones to none.