Hello, guys!
Have a nice day!
This post refers to the issue of an IP phone unable to ring in the CC service of a U2980. Please find the solution as you read further down.
Issue description
The U2980 version is V100R001C01SPC106 used in CC service. When dialing the contact center access code, we find the IP phone 1003 unable to ring. As a matter of fact, the agent 1002 login agent client page with IP phone 1002. The same as 1003, but we dialed the contact center access code several times, 1002 can ring, 1003 cannot.
Handling process
As for eSpace 7850, we can also see on the screen that there is a DND symbol:
So we press the corresponding button to cancel the DND service for the 1003 user. Then test again, now 1003 can ring. Meanwhile, according to the R&D suggestion, we better run the command in the U2980 if we want to use the CC service.
MOB MSBR: SD="10000", ED="20000", LP=0, NS=DDB-0, EA=NO; (just for example)
In the case of 1003, maybe a custom misoperation. If we run the command above, we can see the DND symbol on the phone screen when misoperating the DND service.
If we do not run the command above, sometimes we can not see the DND symbol even if pressing the DND service button several times by misoperation.
Root cause
Check if the IP phone 1003 registers to the U2980 status.
Check the agent 1003 login agent server status.
The agent server status and connection with CCS.
The contact center voice service config is OK.
Grab the E2E trace package on U2980.
We find that the user 1003 has registered the DND service, meaning 1003 cannot receive any calls.
Suggestions
It is suggested to add the command in the U2980 product document as per above in the CC service.
This is the solution, thanks for reading!
