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Troubleshooting (SIP Soft Phone)

Troubleshooting addresses a few of the more common problem scenarios encountered with SIP Soft Phones. In these scenarios, it is useful to obtain a packet capture to see exactly what traffic is passing to and from the SIP Soft Phone, including DNS and SIP traffic.

SIP Soft Phone cannot obtain configuration from provisioning server

The SIP Soft Phone uses DHCP Option 160, which it queries from the DHCP server to obtain the name of the provisioning server. There are a few reasons why the SIP Soft Phone cannot obtain the configuration file from provisioning server.

Note:

Obtaining a packet capture from both the client and server may be a necessary troubleshooting step.

To ensure that the SIP Soft Phone can obtain configuration from provisioning server

Verify DHCP Option 160 configuration on the DHCP server. (For more information, see Configure DHCP Option Records.)
Verify through DNS that the hostname configured in DHCP resolves to the IP address of the correct CIC server. (For more information, see Configure DHCP Option Records.)
Verify that the Windows User account that is running the SIP Soft Phone has full access to the following registry keys:
```
	
HKLMSoftwarePoliciesMicrosoftSystemCertificates
HKLMSoftwarePoliciesMicrosoftCryptography

	
```
Verify that the Windows User account that is running the SIP Soft Phone has full access to the following file path:
```
	
%ALLUSERSPROFILE%\Application Data\Microsoft\Crypto\Keys 

	
```
If there is a firewall between the client workstation running the SIP Soft Phone and the CIC servers, verify that the firewall rules allow communication to the CIC servers on ports 8088 (http) and 8089 (https).

SIP Soft Phone contacts provisioning server but cannot register

If the SIP Soft Phone cannot place calls, it typically indicates that it is not registered and results in the following behavior:

Placing outbound calls using the CIC client doesn't complete.
The CIC client cannot pick up incoming calls.

Note:

Obtaining a packet capture from both the client and server is a helpful troubleshooting step.

To ensure that the SIP Soft Phone can register

Ensure that the appropriate network adapter and VPN are selected on the Options page. For more information, see SIP Soft Phone Requirements.
Ensure that the audio device is working properly by running the Audio Tuning Wizard in Interaction Desktop. For more information, see Audio Tuning Wizard.
Ensure that the SIP Soft Phone can resolve the name of its proxies correctly (through DNS). (For more information, see Appendix B: How Registrations Work (Proxy Settings).

Verify that the SIP Soft Phone resolves the applicable DNS record correctly (for example, DNS SRV, server hostname, SIP Proxy name).