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Knowledge Base

only custom can hear agent voice with U2980 in contact center service

Publication Date:  2013-11-30  |   Views:  233  |   Downloads:  0  |   Author:  h00453638  |   Document ID:  EKB1000037086


Issue Description

network diagram:
1.the custom site use U2980 one wire access mode. the U2980 connect to softco 9500 with sip protocol, this two main devices are in the data center.
2.other places out of data center for each place has a softco 5816. each softco 5816 connects to softco 9500 with sip protocol.
3. for internal use, all the softco 5816 districts staff make a call, they can hear agent voice,but agent can not hear these staff voice.

Alarm Information


Handling Process

1.add all the softco 5816 districts ip in to the OMU white list, the command is as bellow:

2. FMT the OMU.

3. Test a again, now other softco 5816 districts can ping MSU ip.

4. all the softco 5816 districts staff make a call, they can hear agent voice and agent can hear these staff voice.

Root Cause

before the cusom contact center service is ok, but now after add softco 5816 district staff in other sites, only staff can hear agent voice ,but agent can not their voice.
according to above information, we could try to do the steps as following:

1. test the data center district calling status,the calling status is ok. so we can judge it may be networking data communication issue.

2 the media stream is related with MSU board.  use data center local ip ping MSU ip ,ok. other districts such as softco 5816 ping MSU ip not ok.

3.check the fire wall config refer to the espace cc communication matrix. custom are sure they open the necessary port.

4. we disconnect OMU board, config another switch ip as MSU ip to test. this time, other districts such as softco 5816 ping switch ip,ok. maybe thre is some wrong config in OMU board. check the white list, find the issue, other district ip are not in the OMU white list.  the command is  as bellow:


 when use the sip protocol connection with U2980 for contact center service, remeber to add  other sites phone ip network segment to OMU white list.