V20 Issue with listen-in /barge-in

[NetTech23]

We upgraded our NFR server to v20 and have been having a problem with listening or barging into calls. The System Owner has not been able to listen in on calls but when we changed him to an Owner, it worked. Switched him back to System Owner, it was still working. Then about a week later, he went to use it and then got the error "Destination is not reachable". My extension was always working fine, then I tried as well, and I got the same error. Any ideas what can be causing this? Does not seem to be stable.

 

[Guillaume Bourgeois]

What are you using to perform the operation? Directly with WebClient or through an application?

 

[Guillaume Bourgeois]

Could you please detail the scenario for me? I'll try to reproduce it and analyze the logs to see the error details.

Was he trying to listen to an incoming or outgoing call?
Is he in the same department as the person he wanted to listen to?
Was the person he wanted to listen to speaking with someone outside the system or an internal extension?
If the error occurs on WebClient, is it with Chrome, Edge, or Firefox?

 

[NetTech23]

This is being done through the Web App. This was being done on an inbound call. He's in the same department as the user who is on the call. The conversation he wanted to listen in on was with someone outside the system.