Voice

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Troubleshooting

This topic lists solutions for problems you may encounter when deploying Ivanti Voice.

Issue

Possible Causes and Solutions

Phone does not ring when number is dialed

  • Originating phone has the wrong SIP Soft Switch IP address and port set in its configuration (phone setting named SIP Proxy or Outbound Proxy). Reconfigure with correct address and port.
  • The SIP Soft Switch is not started. Open the Management Console and restart the SIP Soft Switch.
  • Entry matching this number is not specified in the Dial Plan Configuration. Specify the entry.
  • Originating phone does not have its IP address specified in the Dial Plan or it has not registered. Verify address is specified.
  • Originating or terminating phone is unreachable. Ping the phones from the SIP Soft Switch host.
  • Verify the number of entries in the Dial Plan and number of licenses. If there are extra entries in the Dial Plan, remove them.
  • Check the Log Viewer for error messages.

SIP Soft Switch does not start

Check the Windows Events Log contents for error messages. A possible cause is that the configuration file is not found/unparseable, or the SIP port (default 5060) is already used by another application, such as the softphone.

Log is enabled but there are no messages in it, even when a call attempt is made.

If the SIP Soft Switch is running and the log file is correct, there is no communication between the phone and SIP Soft Switch.

Restart service called Ivanti Voice Log Writer: go to Start > Settings > Control Panel > Administrative Tools > Services.

Error navigating configuration pages, browser is unable to connect

Change the Management Portal Web Server TCP port to another value. Use Notepad to edit the CfgStudio.cf file in C:\Program Files\Ivanti\IP Communications Management\CfgStudio\Data; modify “port” entry. Use http://localhost:<new_port>/ to navigate to the new location of the Management Portal Web Server.

Web Reports display incorrectly. Charts display incorrectly.

Make sure client has the latest SVG Viewer plugin installed from http://www.adobe.com/svg/viewer/install/main.html.

There is no call, but the agent is blinking Reserved/Ready, or being constantly changed to the Not Ready state from the Ready state.

The agent has logged in with a bad or inactive telephone number. Try calling directly the number with which the agent registered.

There is a ringback from the calling phone, but called phone does not ring.

The dial plan entry in the SIP Soft Switch configuration has the wrong IP address and/or SIP port for the called endpoint and sends calls to the wrong destination. This might happen if there is a SIP endpoint (i.e. gateway, phone) in the network that is on and registering on that telephone number periodically, stealing registration.

The call drops after 30 seconds when talking with an agent.

The calling SIP endpoint (phone or gateway) is not registered with SIP Soft Switch. When the voice server attempts to refresh the connection, it cannot do so because the SIP Soft Switch identifies the endpoint as “unknown” or “not registered.”

No hosts listed on Connect to Contact Center dialog box on Agent Dashboard.

Make sure the firewall on the network connection that responds to ping <hostname> is OFF (the hostname can be found by right-clicking on My Computer and selecting Properties > Computer Name tab and click Network ID). If you have some other adapters, like wireless, and they respond to ping <hostname> instead of your LAN connection, disable them.

Make sure you have the correct Computer Name on the Management Portal Host page. The correct Computer Name has to be set for the Host, Sip SIP Soft Switch Dial Plan (ext 501 or whatever number you use for the voice application), and the Primary SIP Switch Host field in Management Portal > System Configuration > Voice Server.

Make sure the network connection is up and can ping itself.

MS Loopback adapter is not supported, nor are any other loopback adapters that do not support broadcasting.

Recording voice quality is bad.

Recording voice files on the PC in 8-bit PCM and then converting them into G.711 Mu-Law (or A-law) results in not using the full dynamic range offered by G.711. G.711 is comparable to 16-bit PCM in human voice reproduction (it is 8-bit, but not linear, offering more resolution to human voice volume levels). It is recommended, if an intermediary format is needed, to use 16-bit PCM wherever possible


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