[IP Office Contact Center] Issue while calling a topic

[TacticalPenguin]

Hello,

I am using IP Office Contact Center 9.1.6.
I want to test my task flow, and to do so, I obviously need to reach my topics (which have 90X as internal numbers, let's take 901 as an example). To do so, I am simply calling 901 with one of my internal phone, logged as an agent.
As soon as a short code 90X has been automatically created in IP Office Manager, and is used to redirect to the "fake" Contact Center user (linked to a SIP extension 699), every time I try to call a topic, I get a "busy" tone with "Contact Center" as a contact name on my phone.

How am I supposed to reach my topics ? Any idea about something that could be missing in my configuration ?

Thank you for your help !

 

[janni78]

There is an IPOCC Forum

The first question would be is your SIP extension registered to IP Office?

"Trying is the first step to failure..." - Homer

 

[TacticalPenguin]

My SIP extension is created and has the same value as my Contact Center user (699). However, it doesn't appear in the System Status of IP Office Manager.
What do you mean by "registered to IP Office" ?

Thanks for you help, I am beginning and I am a bit confused.

 

[janni78]

You can't call the SIP extension if it's not registered to the IP Office.

Either your IPO user or CHAP settings are incorrect.
Check CHAP logs in TTrace.

"Trying is the first step to failure..." - Homer

 

[TacticalPenguin]

In the CHAP logs, I can see that my PBX cannot be reached with a ping (whereas I can reach it with manual pings).
I attached the logs.

Regarding the IPO User, it is configured as default by IPO Contact Center. I don't see what could be wrong in his configuration.

 

[janni78]

Have you enabled SIP registrar on the IP Office?

"Trying is the first step to failure..." - Homer

 

[TacticalPenguin]

Yes I have. I also checked "Auto-create Extn/User" as indicated in the installation guide.
The SIP field "Domain Name" is left empty because I'm currently only doing local tests. As soon as I don't wanna call outside my LAN, I guess I don't need one, do I ?

 

[janni78]

Depends what information you've entered in IPOCC.

"Trying is the first step to failure..." - Homer

 

[TacticalPenguin]

I didn't enter any SIP domain as soon as I don't have one. What parameters could define if I need a Domain Name?
The real problem could be that my SIP extension isn't visible in my Manager's System Status. I don't know what to do to fix it, I'm really stucked with this issue...
Thank you for helping

 

[janni78]

If you haven't entered a SIP domain in IPO you use the IPOs IP as domain.
I usually use a domain on my installs though.

"Trying is the first step to failure..." - Homer

 

[derfloh]

If it don't appear in SSA it is not registered. I have no experience with IPOCC but I would look in system monitor with all filters disabled except the whole SIP tab to see why it doesn't register.

 

[TacticalPenguin]

Well, I checked in the Monitor : as expected, my SIP extension is not registered. However, my Manager tells me that I've got 5 SIP Trunk licenses, and none of them are (theoretically) used.

 

[janni78]

It uses an Avaya Endpoint license.

Check the settings of the SIP extension so they are the same in IPO and IPOCC.
You should see a SIP REGISTER attempt from IPOCC in Monitor.

"Trying is the first step to failure..." - Homer

 

[TacticalPenguin]

Finally get my answer, I had a wrong password in my IPOCC when connecting to my PABX.
Thank you for helping.