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I am having an issue in a client which uses several T21_E2 phones
We are talking about a callcenter in which our system only send calls to agents when the phone is available,
We are facing the following issue:
Time to time an agent receives a call and the phone apparently refuses the call sever times form less than a second of time and finally the call gets connected
I attach an extract of the phone log and the complete log as well:
Sep 6 19:55:26 sua [492]: APP <6+info > [SIP] <IPC_ntfp>:msg=0x00040101(262401), wparam=0, lparam=32880, size=264
Sep 6 19:55:26 sua [492]: CAL <5+notice> [000] call status update [0]==>[1]
Sep 6 19:55:26 Log [539]: TALK<6+info > [MSG:SIP==>Talklogic] message=[SIP_CALL_INCOMING][40101] wParam=[0] lParam=[32880]
Sep 6 19:55:26 Log [539]: DEVL<6+info > netIsValidIP 192.168.100.11
Sep 6 19:55:26 Log [539]: CUIT<6+info > Refuse call
Sep 6 19:55:26 sua [492]: APP <6+info > [SIP] <IPC_rcv >:msg:0x00041103(266499), wparam:0x00000000, lparam:0x00008070
Sep 6 19:55:26 sua [492]: APP <5+notice> [SIP] SIP_C2S_CALL_RESPONSEE, lid:0 cid:32880, response_code:1 Sep 6 19:55:26 sua [492]: SUA <6+info > [000] ****API Event:(0x0002) SIPUA_EVENT_A2S_RESPONSE ****
Sep 6 19:55:26 Log [539]: TALK<4+warnin> Callwaiting is Off just refuse incoming call
Sep 6 19:55:26 Log [539]: CUIT<6+info > post SUA_MSG_CALL_RESPONSE
Sep 6 19:55:26 sua [492]: APP <6+info > [SIP] <IPC_rcv >:msg:0x00041103(266499), wparam:0x00000000, lparam:0x00008070
Sep 6 19:55:26 sua [492]: APP <5+notice> [SIP] SIP_C2S_CALL_RESPONSEE, lid:0 cid:32880, response_code:486
Sep 6 19:55:26 sua [492]: SUA <6+info > [000] ****API Event:(0x0002) SIPUA_EVENT_A2S_RESPONSE ****
Sep 6 19:55:26 sua [492]: CAL <5+notice> [000] call status update [1]==>[16]
Sep 6 19:55:26 sua [492]: DLG <5+notice> [000] Message sent: (to dest=192.168.100.11:5060 len=520)
Sep 6 19:55:26 sua [492]: DLG <6+info > [000]
Sep 6 19:55:26 sua [492]: DLG <6+info > [000] SIP/2.0 486 Busy Here^M
Sep 6 19:55:26 sua [492]: DLG <6+info > [000] Via: SIP/2.0/UDP 192.168.100.11:5060;branch=z9hG4bK08ac3826;rport=5060^M
Sep 6 19:55:26 sua [492]: DLG <6+info > [000] From: "FLIA BASCO" <sip:26138684@192.168.100.11>;tag=as099b0555^M
Sep 6 19:55:26 sua [492]: DLG <6+info > [000] To: <sip:300@192.168.100.122:5060>;tag=57859887^M
Sep 6 19:55:26 sua [492]: DLG <6+info > [000] Call-ID: 254028eb506d91602e2bfb456661ac70@192.168.100.11^M
Sep 6 19:55:26 sua [492]: DLG <6+info > [000] CSeq: 102 INVITE^M
Sep 6 19:55:26 sua [492]: DLG <6+info > [000] Allow: INVITE, INFO, PRACK, ACK, BYE, CANCEL, OPTIONS, NOTIFY, REGISTER, SUBSCRIBE, REFER, PUBLISH, UPDATE, MESSAGE^M
Sep 6 19:55:26 Log [539]: IDLE<6+info > Miss Call Count Change, [5] Miss Call(s).
Sep 6 19:55:26 Log [539]: CUIT<6+info > CStatusManager: add 12, 5
Sep 6 19:55:26 Log [539]: IDLE<6+info > CStatusManager: Notify Status Changed.
These cases are a bit randomly and happens to several phones
Until today we are not being capable of detect why the phone is refusing this calls, the agents are actually available when the issue happens
Someone has face this same scenario ?
Thanks in advance
The issue here is that the agentes makes a lot of outgoing calls while they are logged in the system
Due to their operative the can't pause while they are making outgoing calls, in that case while the phone is on hook (could be with the tone or dialling a number) the state reporte to asterisk is "Not in use" so an incoming call actually hits the phone when the agente is dialling an outgoing call
Is there a way to send to asterisk that the phone state is off hook so that the calls in the queue are not delivered to that agent ?
