Avaya 96X1 Series Using Instructions page 30

Troubleshooting
Problem
The Phone is registered, but the
feature buttons are not available or
are not working.
An agent cannot log in.
The 96X1 SIP agent deskphone
does not support third-party call
forwarding and send all calls.
Multiple call appearances on an
incoming call.
June 2019
Troubleshooting actions
• Ensure that you have added a domain to all the IP network regions
associated with the 96X1 SIP agent deskphones. For more
information, see
• Restart PPM via service tomcat4 restart. If restarting does not
resolve the issue, set Session Manager using stop -acfn; start -
ac /var/log/sip-server/ppm.log.
• Look at the denial events using display events with type =
denial.
• Check that the deskphone is administered as a 96X1SIPCC
station type on the Station screen.
• On the Call Center pages of the System-Parameters Customer
screen, verify that the Logged-In SIP EAS Agents field is greater
than 0.
• Check that the subscriptions are set up between Communication
Manager and Session Manager. Use tcm and enter rdd :sus
Vmem. Navigate to the next page. Verify that the cAgentStatusSub
number equals the number of signaling groups going to a Session
Manager.
• Other errors might be existing agent errors, such as multiple agent
login and incorrect login ID and password.
Check that administration of third-party support for call forwarding
and send all calls exists. When buttons are administered for call
forwarding all, call forwarding busy/does not answer, or send all
calls, leave the corresponding extension fields on the feature button
assignments portion of the Station screen blank.
On page 2 of the Off-PBX-Telephone Station-Mapping screen, verify
that the Bridged Calls field is set to none. The field must be set to
none for any SIP station that has bridged to the station. For
instance, consider three SIP stations in this scenario:
• SIP station A is administered with three primary call appearances
and one bridged appearance for SIP station B.
• SIP station C is administered with three primary call appearances
and two bridged appearances for SIP station A. Administer the
Bridged Calls field for all phones to none.
Using 96X1 SIP agent deskphones with Call Center Elite
Comments on this document? infodev@avaya.com
Administration tips on page 11.
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