Log Assistance "Device Not Identified: User Agent Not Matched"

[[email protected]]

I've been reviewing some user complaints about 1 way or no audio from our call center. At this time the number of complaints is 3 issues out of over 1,000 calls today. While reviewing the support log data (with medium verbosity) for specific phone numbers that received no audio I found a message continually in the logs saying Device Not Identified: User Agent Not Matched. I did some searching on Google and the 3CX forums and I have not yet found an answer as to what this is. Does anyone have any insight on the errors below? The errors point to our Patton that brings the PRI in, and what appears to be the Yealink that answered the 8007 queue call. The call center at queue 8007 uses T28 Yealink phones.

16/04/2019 11:56:44:252 | 6 | [CM505002]: Gateway:[Century Link] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Patton SN4970 4E96VR 00A0BA0ECF3A R6.9 2017-03-13 H323 RBS SIP M5T SIP Stack/4.2.14.18] PBX contact: [sip:[email protected]:5060]

16/04/2019 11:56:44:515 | 8 | [CM505001]: Endpoint Queue:8007: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX Queue Manager (q=8007)] PBX contact: [sip:[email protected]:5060]

 

[JohnS_3CX]

You can ignore the user agent not matched notice, it appears in successful calls if you notice the logs and should not be considered a problem

The problematic calls ratio is extremely low, but if you can isolate specific devices that consistently have the issue then further actions can be taken. I would look for a way to isolate and replicate the issue. Beyond this, if it is worth your effort then you could run tshark to capture around the clock until you isolate specific calls and then analyze them

 

[[email protected]]

Thank you for the response. I'll ignore the user agent not matched since everything's working properly.

I ended up getting a few more phone numbers from our call center. I had 6 in total and 5 of them were from Texas. We have a history of problems in Texas and they all seem to center around Comcast.

 

[JohnS_3CX]

You're welcome, and if you suspect specific provider/numbers your provider might also be able to help on their end if your PBX is healthy