We have been having an issue lately with one of our call queues. This queue contains 2 agents. One of them only uses the mobile app to interface with their extension while the other uses the mobile app as well as a Yealink SIP phone. When someone calls this call queue, the activity log entry below will occur over and over until the queue timer runs out and it moves to voicemail. The agent explains his phone never rings and these calls do not appear in their missed calls log. I did confirm their status is always available no routing changes have been made on their extension. We have tried taking the SIP phone out of the loop as a troubleshooting step but it does not appear to fix much. Any ideas?
Code:
02/03/2023 5:24:24 PM - Failure from <sip:[email protected]>;tag=48428675 to "IT Help Desk:*redacted* ROGERS :Helpdesk"<sip:*redacted*@127.0.0.1:5060;nf=q>;tag=0c60c366
02/03/2023 5:24:24 PM - RTL:221.5[Extn:200] canceling call to Extn:200 with CancelSubroute Send Req CANCEL from 0.0.0.0:0 tid=9d67fb6a56553711 Call-ID=JHtgZYqGPT58PvtJM0-B5g..:
CANCEL sip:[email protected]:5483;rinstance=fcf21f0f3f618c63 SIP/2.0
Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---9d67fb6a56553711;rport
Max-Forwards: 70
To: <sip:[email protected]>
From: "IT Help Desk:*redacted* ROGERS :Helpdesk"<sip:*redacted*@127.0.0.1:5060;nf=q>;tag=0c60c366
Call-ID: JHtgZYqGPT58PvtJM0-B5g..
CSeq: 1 CANCEL
Reason: SIP ;cause=200 ;text="Queue poll"
Content-Length: 0
02/03/2023 5:24:24 PM - RTL:221.4[Extn:200] canceling call to Extn:200 with CancelSubroute Send Req CANCEL from 0.0.0.0:0 tid=4e272911d720531e Call-ID=uSergNKGbnwBSS5Kd68OrA..:
CANCEL sip:[email protected]:5060;rinstance=1-51decbe244584386af066529c7e9fb25 SIP/2.0
Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---4e272911d720531e;rport
Max-Forwards: 70
Route: <sip:[email protected]:5080;user=proxy;uri=clnt.1-51decbe244584386af066529c7e9fb25>
To: <sip:[email protected]>
From: "IT Help Desk:*redacted* ROGERS :Helpdesk"<sip:*redacted*@127.0.0.1:5060;nf=q>;tag=6144eb6c
Call-ID: uSergNKGbnwBSS5Kd68OrA..
CSeq: 1 CANCEL
Reason: SIP ;cause=200 ;text="Queue poll"
Content-Length: 0
02/03/2023 5:24:24 PM - RTL:221.3[Extn:200] canceling call to Extn:200 with CancelSubroute Send Req CANCEL from 0.0.0.0:0 tid=4c0d9d332e1c2d30 Call-ID=SZzzYDpbhllH9XPy8O5zKA..:
CANCEL sip:[email protected]:5063;rinstance=e56efe24fbb31241 SIP/2.0
Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---4c0d9d332e1c2d30;rport
Max-Forwards: 70
To: <sip:[email protected]>
From: "IT Help Desk:*redacted* ROGERS :Helpdesk"<sip:*redacted*@127.0.0.1:5060;nf=q>;tag=2e035722
Call-ID: SZzzYDpbhllH9XPy8O5zKA..
CSeq: 1 CANCEL
Reason: SIP ;cause=200 ;text="Queue poll"
Content-Length: 0
02/03/2023 5:24:04 PM - L:221.4[Extn:200] got Provisional Recv 180/INVITE from 127.0.0.1:5080 tid=4e272911d720531e Call-ID=uSergNKGbnwBSS5Kd68OrA..:
SIP/2.0 180 Ringing
Via: SIP/2.0/UDP 127.0.0.1:5060;rport=5060;received=40.122.146.128;branch=z9hG4bK-524287-1---4e272911d720531e
Record-Route: <sip:[email protected]:5080;user=proxy;uri=clnt.1-51decbe244584386af066529c7e9fb25>
Contact: "*redacted* Watson" <sip:[email protected]:5060;rinstance=1-51decbe244584386af066529c7e9fb25>
To: <sip:[email protected]>;tag=b167441e27ab4d2aa19200864626e4f4
From: "IT Help Desk:*redacted* ROGERS :Helpdesk" <sip:*redacted*@127.0.0.1:5060;nf=q>;tag=6144eb6c
Call-ID: uSergNKGbnwBSS5Kd68OrA..
CSeq: 1 INVITE
Allow: PRACK, INVITE, ACK, BYE, CANCEL, UPDATE, INFO, SUBSCRIBE, NOTIFY, REFER, MESSAGE, OPTIONS
Content-Length: 0
02/03/2023 5:24:04 PM - Provisional(180) from <sip:[email protected]>;tag=b167441e27ab4d2aa19200864626e4f4 to "IT Help Desk:*redacted* ROGERS :Helpdesk" <sip:*redacted*@127.0.0.1:5060;nf=q>;tag=6144eb6c
02/03/2023 5:24:04 PM - Answer from <sip:[email protected]>;tag=b167441e27ab4d2aa19200864626e4f4 to "IT Help Desk:*redacted* ROGERS :Helpdesk" <sip:*redacted*@127.0.0.1:5060;nf=q>;tag=6144eb6c
