Problem
Troubleshooting actions
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
on page 11.
• 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
.
Troubleshooting
June 2019
Using 96X1 SIP agent deskphones with Call Center Elite
30