Agents Can't communicate

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sandy_shy2006_DUP
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Agents Can't communicate

Post by sandy_shy2006_DUP »

Hi

I have a premium contact centre with 50 IP softphones Agents with Genesys Agent Destop...My issue is agents are not able to call among themselves. Its a one way speech.

Secondly when the call comes to the agents from pilot it gets disconnected atomatically after a certain period.

Please find below the config and the incvisu details:-

+-------------------------------------------------------------------+
| Cr | cpl| cpl type | hw type | cpl state | coupler ID |
|----|----|------------|-----------|--------------|-----------------|
| 0 | 0 | NDDI2|---------- | IN SERVICE | 3BA23171ABBE02 |
| 0 | 2 | NDDI2|---------- | IN SERVICE | 3BA23171ABBE02 |
| 0 | 4 | GPA2|---------- | IN SERVICE | 3BA23241AAAC05 |
| 0 | 6 | CPU7_STEP2|---------- | IN SERVICE | BAD PCMS CODE |
| 0 | 7 | IO2N|---------- | IN SERVICE | 3BA23190ABBC01 |
| 0 | 8 | Z30|---------- | IN SERVICE | 3BA23064ACAF05 |
| 0 | 9 | GPA2|---------- | IN SERVICE | 3BA23241AAAC05 |
| 0 | 11 | NDDI2|---------- | IN SERVICE | 3BA23171ABBE02 |
| 0 | 13 | MMSFD|---------- |ONLY MAO FILE | BAD PCMS CODE |
| 0 | 14 | Z30|---------- | IN SERVICE | 3BA23064ACAF05 |
| 0 | 15 | VPU5|---------- | IN SERVICE | 3BA23225XXXXXX |
| 0 | 17 | NPRAE|---------- | IN SERVICE | 3BA23254ABJE02 |
| 0 | 20 | CPU7_STEP2|---------- | IN SERVICE | BAD PCMS CODE |
| 0 | 21 | IO2N|---------- | IN SERVICE | 3BA23190ABBC01 |
| 0 | 22 | NPRAE|---------- | IN SERVICE | 3BA23254ABJE02 |
| 0 | 24 | INTIPA| INT-IP | IN SERVICE | 3BA23193ACAF07 |
| 0 | 26 | RMA|---------- |ONLY MAO FILE | BAD PCMS CODE |
| 0 | 27 | Z30|---------- | IN SERVICE | 3BA23064ACAF05 |
+-------------------------------------------------------------------+


10/11/09 12:36:49 000001M|001/00/0/023|=4:0386=Sig. on IP set: No response from de set 30:d3:04:f7:86:1f,8622
10/11/09 12:37:09 000001M|---/--/-/---|=3:4026=CSTA server : 5 type(15) - get bad data
10/11/09 12:37:50 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.172:127 - Codes : 2 / 1 / 0
10/11/09 12:38:11 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.16:127 - Codes : 2 / 1 / 0
10/11/09 12:39:13 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.172:127 - Codes : 2 / 1 / 0
10/11/09 12:39:13 000001M|000/24/0/254|=4:4251=Compressor out of service - cr=0, cpl=24, pcm=0, it=8
10/11/09 12:39:34 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.16:127 - Codes : 2 / 1 / 0
10/11/09 12:39:34 000001M|000/24/0/254|=4:4251=Compressor out of service - cr=0, cpl=24, pcm=0, it=26
10/11/09 12:39:34 000001M|000/17/0/000|=3:1307=MCDU in distri tab entity 0, col Night , line 4 incorrect or missing
10/11/09 12:39:34 000001M|000/17/0/000|=3:1307=MCDU in distri tab entity 0, col Night , line 4 incorrect or missing
10/11/09 12:39:34 000001M|000/24/0/254|=4:4253=Compressor put in service - cr=0, cpl=24, pcm=0, it=26
10/11/09 12:39:34 000001M|---/--/-/---|=0:1603=IO1 driver error, wrong telephone msg received, line 6149, position (0,24,9)
10/11/09 12:39:34 000001M|---/--/-/---|=3:1607=01.07.14.00.00.00.00.18.08.09.fe.55.1e.68.01
10/11/09 12:40:25 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.27:127 - Codes : 2 / 1 / 0
10/11/09 12:41:04 000001M|001/00/0/039|=4:0382=Init of IP set: No response from de set da:7d:a1:16:23:ab,8619
10/11/09 12:41:48 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.27:127 - Codes : 2 / 1 / 0
10/11/09 12:41:48 000001M|000/24/0/254|=4:4251=Compressor out of service - cr=0, cpl=24, pcm=0, it=28
10/11/09 12:41:48 000001M|000/24/0/254|=4:4253=Compressor put in service - cr=0, cpl=24, pcm=0, it=28
10/11/09 12:41:48 000001M|---/--/-/---|=0:1603=IO1 driver error, wrong telephone msg received, line 6149, position (0,24,20)
10/11/09 12:41:48 000001M|---/--/-/---|=3:1607=01.07.14.00.00.00.00.18.08.14.fe.55.1e.70.01
10/11/09 12:42:31 000001M|001/00/0/028|=4:0389=Sig. on IP set: set demand a reset 30:d7:47:3d:d0:7c,8613
10/11/09 12:42:43 000001M|001/00/0/022|=4:0389=Sig. on IP set: set demand a reset da:7e:b2:00:00:00,8615
10/11/09 12:43:13 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.83:127 - Codes : 2 / 1 / 0
10/11/09 12:43:37 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.172:127 - Codes : 2 / 1 / 0
10/11/09 12:44:00 000001M|001/00/0/039|=4:0389=Sig. on IP set: set demand a reset da:7d:a1:16:23:ab,8619
10/11/09 12:44:30 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.16:127 - Codes : 2 / 1 / 0
10/11/09 12:44:36 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.83:127 - Codes : 2 / 1 / 0
10/11/09 12:44:36 000001M|000/24/0/254|=4:4251=Compressor out of service - cr=0, cpl=24, pcm=0, it=6
10/11/09 12:44:36 000001M|000/24/0/254|=4:4253=Compressor put in service - cr=0, cpl=24, pcm=0, it=6
10/11/09 12:44:36 000001M|---/--/-/---|=3:1607=01.07.14.00.00.00.00.18.08.18.fe.55.1e.18.01
10/11/09 12:45:00 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.172:127 - Codes : 2 / 1 / 0
10/11/09 12:45:00 000001M|000/24/0/254|=4:4251=Compressor out of service - cr=0, cpl=24, pcm=0, it=24
10/11/09 12:45:00 000001M|000/24/0/254|=4:4253=Compressor put in service - cr=0, cpl=24, pcm=0, it=24
10/11/09 12:45:00 000001M|---/--/-/---|=3:1607=01.07.14.00.00.00.00.18.08.1d.fe.55.1e.60.01
10/11/09 12:45:09 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.38:127 - Codes : 2 / 1 / 0
10/11/09 12:50:17 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.34:127 - Codes : 2 / 1 / 0
10/11/09 12:50:17 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.38:127 - Codes : 2 / 1 / 0
10/11/09 13:15:39 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.38:127 - Codes : 2 / 1 / 0
10/11/09 13:16:43 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.16:127 - Codes : 2 / 1 / 0
10/11/09 13:27:14 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.41:127 - Codes : 2 / 1 / 0
10/11/09 13:28:27 000001M|001/00/0/026|=4:0389=Sig. on IP set: set demand a reset 41:28:59:16:23:ab,8807
10/11/09 13:29:22 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.83:127 - Codes : 2 / 1 / 0
10/11/09 13:30:45 000001M|000/24/-/---|=3:4414=Error in RTP stream : Dest=192.168.5.83:127 - Codes : 2 / 1 / 0

I have tried retasting the INTIP Cards with the Premium server but still have the issues.

Please advice

Regards

Sandeep
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mlloyd2
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Re: Agents Can't communicate

Post by mlloyd2 »

Did you check the port on the INT-IP card to verify it wasn't running in half-duplex? Just curious.
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cavagnaro
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Re: Agents Can't communicate

Post by cavagnaro »

Sounds to me like a configuration issue. With out OTPE the problem will persist, so the issue is on OXE. Are all softphones in a VLAN for voice with QoS? Single site?
Ignorance is not the problem, the problem is the one who doesn't want to learn

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swinstation
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Re: Agents Can't communicate

Post by swinstation »

Hi
did you solve your problem?if yes please share your experience.I have it too.
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nperalta
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Re: Agents Can't communicate

Post by nperalta »

I have the same problem but with operating stations (communication outages, disconnections etc.)

01/04/11 09:27:13 001001M|001/03/0/218|=4:0386=Sig. on IP set: No response from set 11:e5:25:11:43:a7,7897
01/04/11 09:27:58 001001M|002/17/-/---|=3:4414=Error in RTP stream : Dest=172.31.19.221:127 - Codes : 2 / 1 / 0
01/04/11 09:27:59 001001M|001/03/0/218|=4:0743=Beginning of downloading of a TSC/IP terminal @:11.e5.25.11.43.a7.00 (7897)

any idea ...

Regards
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thanzeel
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Re: Agents Can't communicate

Post by thanzeel »

I'm having the same incidents coming up in Rel 9.1 i160521. Is it a known issue....??? I need help as we are in the middle of upgrading the PABX.
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letacla
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Re: Agents Can't communicate

Post by letacla »

Hi,

I'm having the same incidents...

I need help pleeeeeeeeeease!!!
I restart GA or GD (from crystal 7) every week ... then the problem reappears
connection between crystal 7 and crystal 1,2 or 3 is done by LANX16-1

After the last restart of the OXE (R9.1-i1.605-21) I have many incidents with the number 4414:

16/02/11 11:28:07 010001M|002/01/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 252 / 1 / 3
16/02/11 11:28:46 010001M|002/01/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 104 / 1 / 3
16/02/11 11:35:43 010001M|001/03/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 112 / 1 / 2
16/02/11 11:39:33 010001M|001/03/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 112 / 1 / 2
16/02/11 11:41:02 010001M|001/03/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 180 / 1 / 2
16/02/11 12:03:52 010001M|002/01/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 16 / 1 / 3
16/02/11 12:11:29 010001M|002/01/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 28 / 1 / 3
16/02/11 12:14:14 010001M|001/00/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 196 / 1 / 2
16/02/11 12:27:20 010001M|002/01/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 80 / 1 / 3
16/02/11 12:45:01 010001M|002/01/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 192 / 1 / 2
16/02/11 12:59:27 010001M|002/01/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 88 / 1 / 3
16/02/11 13:03:03 010001M|002/01/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 196 / 1 / 3
16/02/11 13:05:18 010001M|002/01/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 60 / 1 / 3
16/02/11 13:05:21 010001M|002/01/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 40 / 1 / 3
16/02/11 13:07:09 010001M|001/03/-/---|=3:4414=Error in RTP stream : Dest=192.168.1.15:127 - Codes : 204 / 1 / 2

Can anyone help me with explanations about what "P6 Error type":

INCIDENT NUMBER: 4414
Network indicator: Alcatel 4400
OBJECT CLASS: Dhs3Board
EVENT TYPE: ProcessingErrorAlarm (10)
PROBABLE CAUSE: Unknown (0)
SEVERITY: Minor

"Error in RTP stream : Dest=P1.P2.P3.P4:P5 - Codes : P6 / P7 / P8"
"P1 IP Address"
"P2 IP Address"
"P3 IP Address"
"P4 IP Address"
"P5 UDP Port used"
"P6 Error type"
"P7 Additional Information depending on error type (optional)"
"P8 Additional Information depending on error type (optional)"
"P6 :"
" - 1 : Too many ICMP "Unreachable" msg received at the beginning of the com"
"P7 :"
"none"
"none";

(1001)xxx01>config all

Wed Feb 16 13:22:48 EET 2011


Crystal 0 :

+-------------------------------------------------------------------+
| Cr | cpl| cpl type | hw type | cpl state | coupler ID |
|----|----|------------|-----------|--------------|-----------------|
| 0 | 6 | App. Server|---------- | IN SERVICE | BAD PCMS CODE |
| 0 | 10 | App. Server|---------- | IN SERVICE | BAD PCMS CODE |
+-------------------------------------------------------------------+


> Reference rack number: 1

> Display list of PCS :
+------------------------+------------------+-------------------+
| PCS Name | Address | State |
|------------------------|------------------|-------------------|
| PCS 01 | 192.168.2.22 | INACTIVE |
| PCS 02 | 192.168.3.22 | INACTIVE |
|------------------------|------------------|-------------------|

Crystal 1 :

+-------------------------------------------------------------------+
| Cr | cpl| cpl type | hw type | cpl state | coupler ID |
|----|----|------------|-----------|--------------|-----------------|
| 1 | 0 | GD|---------- | IN SERVICE | BAD PCMS CODE |
| 1 | 1 | GA|---------- | IN SERVICE | BAD PCMS CODE |
| 1 | 3 | GA|---------- | IN SERVICE | BAD PCMS CODE |-----192.168.1.17
| 1 | 4 | PRA T2|---------- | IN SERVICE | BAD PCMS CODE |
| 1 | 6 | PRA T2|---------- | IN SERVICE | BAD PCMS CODE |
| 1 | 7 | PRA T2|---------- | IN SERVICE | BAD PCMS CODE |
+-------------------------------------------------------------------+

--- Inter Crystal Topology ---

+-------------------------------------------------------------------------+
| CR | CPL Type Role Free/Tot Role Type CPL | CR |
|-------------------------------------------------------------------------|
|001 | 00 -GD (INT_A ) === 75/78 === ( MAIN) MEX - 00 |002 |
|-------------------------------------------------------------------------|
|001 | 00 -GD (INT_A ) === 77/78 === ( MAIN) MEX - 00 |003 |
|-------------------------------------------------------------------------|
|001 | 00 -GD (MAIN ) --- 24/24 --- ( INT_A) INTIPA - 01 |019 |
|-------------------------------------------------------------------------|

Crystal 2 :

+-------------------------------------------------------------------+
| Cr | cpl| cpl type | hw type | cpl state | coupler ID |
|----|----|------------|-----------|--------------|-----------------|
| 2 | 0 | MEX|---------- | IN SERVICE | NO PCMS CODE |
| 2 | 1 | GA|---------- | IN SERVICE | BAD PCMS CODE |-----192.168.1.12
| 2 | 3 | MG_IVR_Z30|---------- | IN SERVICE | BAD PCMS CODE |
| 2 | 4 | MG_IVR_Z30|---------- | IN SERVICE | BAD PCMS CODE |
| 2 | 6 | PRA T2|---------- | IN SERVICE | BAD PCMS CODE |
| 2 | 7 | PRA T2|---------- | IN SERVICE | BAD PCMS CODE |
+-------------------------------------------------------------------+

--- Inter Crystal Topology ---

+-------------------------------------------------------------------------+
| CR | CPL Type Role Free/Tot Role Type CPL | CR |
|-------------------------------------------------------------------------|
|002 | 00 - MEX (MAIN ) --- 75/78 --- ( INT_A) MGD - 00 |001 |
|-------------------------------------------------------------------------|

Crystal 3 :

+-------------------------------------------------------------------+
| Cr | cpl| cpl type | hw type | cpl state | coupler ID |
|----|----|------------|-----------|--------------|-----------------|
| 3 | 0 | MEX|---------- | IN SERVICE | NO PCMS CODE |
| 3 | 1 | GA|---------- | IN SERVICE | BAD PCMS CODE |-----192.168.1.13
| 3 | 2 | APPLI|---------- | LANX 16_1 | BAD PCMS CODE |
| 3 | 4 | MG_IVR_Z30|---------- | IN SERVICE | BAD PCMS CODE |
| 3 | 6 | PRA T2|---------- | IN SERVICE | BAD PCMS CODE |
| 3 | 7 | PRA T2|---------- | IN SERVICE | BAD PCMS CODE |
+-------------------------------------------------------------------+

--- Inter Crystal Topology ---

+-------------------------------------------------------------------------+
| CR | CPL Type Role Free/Tot Role Type CPL | CR |
|-------------------------------------------------------------------------|
|003 | 00 - MEX (MAIN ) --- 77/78 --- ( INT_A) MGD - 00 |001 |
|-------------------------------------------------------------------------|

Crystal 4 :

+-------------------------------------------------------------------+
| Cr | cpl| cpl type | hw type | cpl state | coupler ID |
|----|----|------------|-----------|--------------|-----------------|
| 4 | 0 | UA_FICTIF| | IN SERVICE | NO PCMS CODE |
+-------------------------------------------------------------------+


Crystal 5 :

+-------------------------------------------------------------------+
| Cr | cpl| cpl type | hw type | cpl state | coupler ID |
|----|----|------------|-----------|--------------|-----------------|
| 5 | 0 | GD|---------- | IN SERVICE | BAD PCMS CODE |
| 5 | 6 | PRA T2|---------- | IN SERVICE | BAD PCMS CODE |
| 5 | 7 | APA 8|---------- | IN SERVICE | BAD PCMS CODE |
| 5 | 8 | CPU_CS(PCS)|---------- | PCS | BAD PCMS CODE |
+-------------------------------------------------------------------+

--- Inter Crystal Topology ---

+-------------------------------------------------------------------------+
| CR | CPL Type Role Free/Tot Role Type CPL | CR |
|-------------------------------------------------------------------------|
|005 | 00 -GD (MAIN ) --- 23/24 --- ( INT_A) INTIPA - 01 |019 |
|-------------------------------------------------------------------------|

Crystal 6 :

+-------------------------------------------------------------------+
| Cr | cpl| cpl type | hw type | cpl state | coupler ID |
|----|----|------------|-----------|--------------|-----------------|
| 6 | 0 | GD|---------- | IN SERVICE | BAD PCMS CODE |
| 6 | 6 | PRA T2|---------- | IN SERVICE | BAD PCMS CODE |
| 6 | 7 | APA 8|---------- | IN SERVICE | BAD PCMS CODE |
| 6 | 8 | CPU_CS(PCS)|---------- | PCS | BAD PCMS CODE |
+-------------------------------------------------------------------+

--- Inter Crystal Topology ---

+-------------------------------------------------------------------------+
| CR | CPL Type Role Free/Tot Role Type CPL | CR |
|-------------------------------------------------------------------------|
|006 | 00 -GD (MAIN ) --- 24/24 --- ( INT_A) INTIPA - 01 |019 |
|-------------------------------------------------------------------------|

Crystal 7 :

+-------------------------------------------------------------------+
| Cr | cpl| cpl type | hw type | cpl state | coupler ID |
|----|----|------------|-----------|--------------|-----------------|
| 7 | 0 | GD3|---------- | IN SERVICE | BAD PCMS CODE |-----192.168.1.15
| 7 | 1 | GA3|---------- | IN SERVICE | BAD PCMS CODE |-----192.168.1.14
| 7 | 4 | PRA T2|---------- | IN SERVICE | BAD PCMS CODE |
| 7 | 6 | MG_IVR_Z30|---------- | IN SERVICE | BAD PCMS CODE |
+-------------------------------------------------------------------+

--- Inter Crystal Topology ---

+-------------------------------------------------------------------------+
| CR | CPL Type Role Free/Tot Role Type CPL | CR |
|-------------------------------------------------------------------------|
|007 | 00 -GD3 (MAIN ) --- 56/60 --- ( INT_A) INTIPA - 01 |019 |
|-------------------------------------------------------------------------|

Crystal 19 :

+-------------------------------------------------------------------+
| Cr | cpl| cpl type | hw type | cpl state | coupler ID |
|----|----|------------|-----------|--------------|-----------------|
| 19 | 0 | FICTIF| | REG NOT INIT | NO PCMS CODE |
| 19 | 1 | INTIPA| | IN SERVICE | NO PCMS CODE |
| 19 | 2 | INTIPA| | OUT OF SERV | NO PCMS CODE |
| 19 | 3 | Z_FICTIF| | IN SERVICE | NO PCMS CODE |
+-------------------------------------------------------------------+

--- Inter Crystal Topology ---

+-------------------------------------------------------------------------+
| CR | CPL Type Role Free/Tot Role Type CPL | CR |
|-------------------------------------------------------------------------|
|019 | 01 -INTIPA (INT_A ) === 24/24 === ( MAIN) GD - 00 |001 |
|-------------------------------------------------------------------------|
|019 | 01 -INTIPA (INT_A ) === 23/24 === ( MAIN) GD - 00 |005 |
|-------------------------------------------------------------------------|
|019 | 01 -INTIPA (INT_A ) === 24/24 === ( MAIN) GD - 00 |006 |
|-------------------------------------------------------------------------|
|019 | 01 -INTIPA (INT_A ) === 56/60 === ( MAIN) GD3 - 00 |007 |

THANKS,
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chinto
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Re: Agents Can't communicate

Post by chinto »

Did you have the solutions? I'm having the same issue. in two Nodes.
indicent 4414: rtp stream

regards
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cavagnaro
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Re: Agents Can't communicate

Post by cavagnaro »

Well that is another one and pretty self explanatory...the RTP stream is not being sent correctly. Check Firewalls between the 2 OXE and allow all RTP traffic to go on.
Ignorance is not the problem, the problem is the one who doesn't want to learn

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chinto
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Re: Agents Can't communicate

Post by chinto »

hello

the problem is present betwen the PBX an the users in the LAN... some IP phones drops the calls and are directed to the entity overflow... the incident saids the INTIP rtp stream to the users are lost... in the voipstat in the Phone, I see the rtp packet lost... when the users and the PBX with theirs INTIP are connected to the same switch (OS6850) with the QoS activated, how can the packets be lost?

we capture the packets from the INTIP and the Phone at the same time a got the following
1.- mirror port in the INTIP... packets are sent and received with the ToS 46... that is OK
2.- mirror port in the Phone (same call, same time)... packets are sent with ToS 46, but receive from the INTIP without ToS (equal to zero)
3.- another call... IP phone A to IP Phone B... both mirror packets are sent and received with ToS 46...

conclusion... packets received in the IP Phone port, coming from the INTIP or CS don0t have the ToS set.... how could that be possible?

regards.
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