Multimedia Handset Registration Issues

Overview

When setting up the Multimedia/Contact Center you may run into issues with getting the handsets to register. Please follow the steps below to diagnose where the issue is stemming from

Initial steps to verify registration:

• Verify that you are trying to connect to the IP Office listed as Device ID: 1 within Chronicall/ACR
  1. Open a Chronicall/ACR Desktop connection and navigate to Admin (System) > System Settings > IP Office Connections
  2. Click on the elipsis for Device ID: 1 and make sure it is the IP Office where you have the handsets created
     
     
     
     
  3. If it is not, please recreate your IP Office connections so that it is Device ID: 1
     • NOTE: Multimedia will always try to register its handsets to whatever IP Office is listed as Device ID: 1

Reviewing SysMonitor for MM Handset Registration:

• NOTE: If you do not have immediate access to Avaya SysMonitor, you can review recent MM logs and look for the [Reg-XXXX] lines for the content below
  1. In Avaya SysMonitor, you can adjust a filter to only show what you want to see:
     
     
     
     
  2. In this case, it is the registration requests and authorizations that we want to see
  3. Here is what it shows for a successful registration:
     

     574617038mS SIP Reg/Opt Rx: phone
     REGISTER sip:10.0.1.10:5060 SIP/2.0
     Call-ID: 5784cc4896936ecfdb2523deb116a3cc@10.0.0.128
     CSeq: 3754 REGISTER - This is the registration request from the MM server
     From: <sip:321@10.0.1.10:5060>;tag=1501372264 - Note the handset extension 
     To: <sip:321@10.0.1.10:5060>
     Via: SIP/2.0/UDP 10.0.0.128:36805;branch=z9hG4bK-373837-2454089711d8d4a4702f8baf65dfa14f -Note the server address of who is requesting it (MM)
     Max-Forwards: 50
     Contact: <sip:321@10.0.0.128:36805;transport=udp>
     Expires: 60000
     User-Agent: Xima Virtual Handset
     Allow: INVITE,ACK,CANCEL,OPTIONS,BYE,REFER,NOTIFY,INFO,SUBSCRIBE,REGISTER,PUBLISH
     Content-Length: 0
     
     574617038mS SIP Reg/Opt Tx: phone
     SIP/2.0 401 Unauthorized - This is perfectly fine and expected - IPO is basically saying " I see your request but I don't know who you are, send me some credentials"
     Via: SIP/2.0/UDP 10.0.0.128:36805;branch=z9hG4bK-373837-2454089711d8d4a4702f8baf65dfa14f
     From: <sip:321@10.0.1.10:5060>;tag=1501372264
     Call-ID: 5784cc4896936ecfdb2523deb116a3cc@10.0.0.128
     CSeq: 3754 REGISTER
     User-Agent: IP Office 10.1.0.0.0 build 237
     Allow: INVITE,ACK,CANCEL,OPTIONS,BYE,REFER,NOTIFY,INFO,SUBSCRIBE,REGISTER,PUBLISH
     WWW-Authenticate: Digest nonce="bdc28ce4417bdb9b02f7",realm="ipoffice",algorithm=MD5
     Supported: timer
     Server: IP Office 10.1.0.0.0 build 237
     To: <sip:321@10.0.1.10:5060>;tag=f0174f1c65d3f1e3
     Content-Length: 0
     
     574617040mS SIP Reg/Opt Rx: phone
     REGISTER sip:10.0.1.10:5060;maddr=10.0.1.10 SIP/2.0 -This section is Chronicall responding with the credentials
     Call-ID: 5784cc4896936ecfdb2523deb116a3cc@10.0.0.128
     CSeq: 3755 REGISTER
     From: <sip:321@10.0.1.10:5060>;tag=1501372264
     To: <sip:321@10.0.1.10:5060>
     Via: SIP/2.0/UDP 10.0.0.128:36805;branch=z9hG4bK-373837-3a916250f3c9555fd192bdb9e20a9c83
     Max-Forwards: 50
     Contact: <sip:321@10.0.0.128:36805;transport=udp>
     Expires: 60000
     User-Agent: Xima Virtual Handset
     Allow: INVITE,ACK,CANCEL,OPTIONS,BYE,REFER,NOTIFY,INFO,SUBSCRIBE,REGISTER,PUBLISH
     Authorization: Digest username="321",realm="ipoffice",nonce="bdc28ce4417bdb9b02f7",uri="sip:10.0.1.10:5060;maddr=10.0.1.10",response="61d5d52bdde78d7838df072a68438b33",algorithm=MD5
     Content-Length: 0
     
     574617040mS SIP Reg/Opt Tx: phone
     SIP/2.0 200 OK - IPO accepted the credentials - Handset is registered
     Via: SIP/2.0/UDP 10.0.0.128:36805;branch=z9hG4bK-373837-3a916250f3c9555fd192bdb9e20a9c83
     From: <sip:321@10.0.1.10:5060>;tag=1501372264
     Call-ID: 5784cc4896936ecfdb2523deb116a3cc@10.0.0.128
     CSeq: 3755 REGISTER
     User-Agent: IP Office 10.1.0.0.0 build 237
     Allow: INVITE,ACK,CANCEL,OPTIONS,BYE,REFER,NOTIFY,INFO,SUBSCRIBE,REGISTER,PUBLISH
     Contact: <sip:321@10.0.0.128:36805;transport=udp>
     Date: Wed, 06 Mar 2019 21:12:59 GMT
     Expires: 180
     Supported: timer
     Server: IP Office 10.1.0.0.0 build 237
     To: <sip:321@10.0.1.10:5060>;tag=75ea696e8674454c
     Content-Length: 0

Additional things to check:

1. If we don't see Chronicall requesting registration, things to check:
   • Firewalls
   • IPO registration port needs to be port 5060 (Manager > System > Lan1 > VoIP)
   • SIP Registrar needs to be enabled in Manager > System > Lan1 > VoIP
2. If we see Chronicall request but the IPO is not even responding with "Unauthorized" (the second section above)
   1. Check the Blacklist/Quarantined Extensions and Blacklisted [IP] Addresses listed in Avaya System Status under the System > VoIP Security menu
      
      
      
      
      1. You can select the row with our extension or IP Address and "remove entries"
         • This will allow the handset to try registering again
           • NOTE: It's likely they will return to the blacklist if no changes were made
      2. If the MM server is in the Blacklisted [IP] Addresses list, it likely needs to be whitelisted in the IP Office
         • If the MM server IP is blacklisted, it could be that the passwords used by the virtual handset do not meet the password requirements
      3. If it is only the extension that keeps getting blacklisted, check the passwords
         • It's being quarantined/blacklisted to prevent us from spamming the IPO with multiple attempts
      4. An IPO reboot will be required and has always been the solution
         • NOTE: Xima Support will not do reboots and they should only be done outside of business hours. Doing a reboot will bring down all live calls on the system
3. If the IPO only responds with a 407 message, verify the handset we are trying to register is the same one as configured in IPO
   • 407 generally means that it doesn't recognize that the extension exists so it will not respond with a 401 Unauthorized (request for authentication)
4. If we see the first three parts (request ► unauthorized ► response with creds) but we still do not see it reply with an "OK"
   1. Check the extension supervisor password for the virtual handset
   2. Make sure the Extension password is configured and the same
      • We are likely not using the right password