Unable to place calls to MiCollab softphone extension

[amdxb]

I have MBG in DMZ clustered with Micollab and MiVB, I'm unable to place calls to other MiCollab softphone extensions, MIVB reply SIP/2.0 503 Service Unavailable.

from MiCollab user can call desk phone, reference to attached pcap image, call to 599 is ringing, but call to 710 (Micollab Softphone) is not, what could be the issue?

 

[johnp]

How is the softphone licensed? how are you trying to call it?

[amdxb]

@johnp
Through multi-device license, the softphone is a member of MDUG with desk-phone, I can’t make audio or video call to another MiCollab client softphone extension

[amdxb]

I have MBG in DMZ clustered with Micollab and MiVB, I'm unable to place calls to MiCollab softphone extension, MIVB reply SIP/2.0 503 Service Unavailable.

from MiCollab user can call desk phone, reference to attached pcap image, call to 599 is ringing, but call to 710 (Micollab Softphone) is not, what could be the issue?

[johnp]

If multi, you cannot call the extension directly, always via the group with sets absent or present, If group isn't present as an option in the client, you need to sync pbx's in the MiCollab app option

[amdxb]

@johnp thanks for response

The problem is, I cant answer calls in Micollab client. phone numbers showing Deskphone (610 - MDUG Group) and Softphone  (710 - MDUG member). if user is calling (610) it ring on Micollab client and Deskphone, as soon as call is answered using micollab,  user can talk through deskphone only not Micollab client.

is there is another way that I can answer incoming calls on the Micollab client it self? 

[amdxb]

For tesing I put Micollab softphone 710 extension in MDUG Group, no member, if I call 710, MIVB reply:

2021-08-25  15:06:57 SSP Network->STS
SIP/2.0 404 Not Found
Via: SIP/2.0/TLS 172.16.60.230:5061;branch=z9hG4bK1068357232-768730307;alias
Contact: <sip:172.16.100.30:5061;transport=TLS>
To: <sip:710@172.16.60.230>;tag=340ea803
From: "S.Jain"<sip:617@172.16.60.230>;tag=0_1068357349-768730308
Call-ID: 1068356910-768730306
CSeq: 1 INVITE
Date: Wed, 25 Aug 2021 11:06:57 GMT
User-Agent: Mitel Border GW/4.11.0.177-01
Reason: SIP;text="Unknown target";cause=404
Content-Length: 0

[lundah]

Ok, so the MiVB can't locate the softphone. You haven't given us enough detail to help you troubleshoot the connectivity.

[amdxb]

@Lunda yes you are right.
I have attached the SIP trace from MiVB if it would help

MBG in DMZ: 172.16.100.30
MIVB: 172.16.60.230

The softphone is showing registered on Micollab client. I can make internal and pstn calls

[johnp]

@johnp thanks for response

The problem is, I cant answer calls in Micollab client. phone numbers showing Deskphone (610 - MDUG Group) and Softphone  (710 - MDUG member). if user is calling (610) it ring on Micollab client and Deskphone, as soon as call is answered using micollab,  user can talk through deskphone only not Micollab client.

is there is another way that I can answer incoming calls on the Micollab client it self? 

Can you answer the call via the softphone? IS this an audio issue?

[amdxb]

@johnp
Can you answer the call via the softphone? No, sofphone doesn't ring
Status is set to ring softphone

[amdxb]

Issue is resolved, NAT from/to- DMZ/Voice was enabled to use outgoing firewall interface, disabling it solved the problem!
Thanks everyone