WorkMan HVS - Troubleshooting for tech

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Problems based on actions

I make a call from the phone, I get a busy tone and then get hung up

  • Take a look at IP Office System Status, can you ping the HVS server from the PBX?
    • If not, do you have a firewall enabled on the HVS Server, try turning it off completely, for both private/public networks. Windows 10 have in some cases thought it where connected to a public network.


HVS Problems

Wakeup isn't triggered

Try to restart the service "WorkMan HVS Voice" and see if that solves the problem. Contact support otherwise.

I don't hear an echo while calling echo-test (1907)

Validate that the shortcode is created and the SIP-trunk password is correct.

I hear an error message when calling wakeup (1900)

Verify that you have actually checked in the room and check the log-file in HVS Voice folder. It might be that you are using internal data or something wrong in SIP Trunk configuration which means that HVS doesn't get the proper extensionsnumber.

I hear a busy signal from the PBX

First of all make sure that you have monitor up and running so you can see the SIP-traffic. Then take note of where the call ends and look into the following:

  • In some versions of Avaya IP Office there might be an issue with other ports than 5060.
  • Make sure the SIP service is up and running
  • Make sure the ACL is allowing traffic from IP Office (typically unauthorized in SIP-logs).

I can't hear a voice

  • Make sure that the language exists, sometimes we receive a EA for English American which of course doesn't exist. It needs to be redirected to EN.
  • Perform a SIP trace between our system and the PBX. Might be something that is faulty configured.

IP Office Problems

I only get busy signal from the public PSTN

It's possible that at some stage the WorkManFS has registered that it supports uPnP to the firewall which opens up those ports and forward all calls to WorkManFS instead. To solve it disable uPnP in the firewall or remove those entries. The firewall should forward calls to the IP Office according to firewall rules but uPnP might override it depending on what firewall is being used.

TAPI isn't displayed in the TAPI-devices list

Try some of these things:

  • Make sure that the TAPI driver has been installed (Avaya TAPI2 Service Provider)
  • Validate that a TAPI license is installed in the PBX
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