Hot desk ACD agent/SIP Softphone

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    Kurt Bobinger

    We recently setup a large call center using Hot Desk ACD Agrnts using SIP softphones (PC Client). The agents are required to do a screened transfer to other coworkers. As you all know this is a trans/conf feature of the MiVB. I have configured all parameters per Product support, which includes below:
    The consultation transfer does work on the Sip Softphone, however requires a few additional configuration steps as it is a Sip Conference.

    There are 3 locations we need to input the Conference FAC from the PBX, which will allow the Micollab Client to create a conference.
    First is on the Network Element for the PBX in User’s and Services It should be called Sip Conference FAC
    Second is in the Deployment Profile used to deploy these clients, it will be called Conference Access Code,
    Third will be the PBX Node in Micollab Client Services for that PBX, it will also be called Sip Conference FAC.
    Add the conference FAC from the PBX to these three locations, redeploy, and test again!

    However I think I may have forgot to mention a step, on the PBX we also need to have a Multicall key assigned to the sip softphone, which should allow it to use two lines for the conference.

    Here is where, i believe the issue lies. In order to configure an outgoing MC key you must program it as a virtual key. When the Agent attempts to perform the supervised transfer. the call is placed on hold and the other party is attempted to call, then the call fails and the original caller remains on hold.

    I configured a test SIP softphone, as a NON-ACD EXT with a multicall key of it’s own prime EXT and the trans.conf works perfectly.

    I have done a wire shark capture of the failure and here is what I find

    Frame 221187: 454 bytes on wire (3632 bits), 454 bytes captured (3632 bits)
    Encapsulation type: Linux cooked-mode capture (25)
    Arrival Time: May 5, 2020 15:29:31.295577000 Central Daylight Time
    [Time shift for this packet: 0.000000000 seconds]
    Epoch Time: 1588710571.295577000 seconds
    [Time delta from previous captured frame: 0.000090000 seconds]
    [Time delta from previous displayed frame: 0.025836000 seconds]
    [Time since reference or first frame: 14.209731000 seconds]
    Frame Number: 221187
    Frame Length: 454 bytes (3632 bits)
    Capture Length: 454 bytes (3632 bits)
    [Frame is marked: False]
    [Frame is ignored: False]
    [Protocols in frame: sll:ethertype:ip:udp:sip]
    [Coloring Rule Name: UDP]
    [Coloring Rule String: udp]
    Linux cooked capture
    Packet type: Unicast to us (0)
    Link-layer address type: 1
    Link-layer address length: 6
    Source: VMware_8c:67:15 (00:50:56:8c:67:15)
    Unused: 0000
    Protocol: IPv4 (0x0800)
    Internet Protocol Version 4, Src:, Dst:
    0100 …. = Version: 4
    …. 0101 = Header Length: 20 bytes (5)
    Differentiated Services Field: 0x68 (DSCP: AF31, ECN: Not-ECT)
    0110 10.. = Differentiated Services Codepoint: Assured Forwarding 31 (26)
    …. ..00 = Explicit Congestion Notification: Not ECN-Capable Transport (0)
    Total Length: 438
    Identification: 0x3d34 (15668)
    Flags: 0x0000
    0… …. …. …. = Reserved bit: Not set
    .0.. …. …. …. = Don’t fragment: Not set
    ..0. …. …. …. = More fragments: Not set
    Fragment offset: 0
    Time to live: 64
    Protocol: UDP (17)
    Header checksum: 0xe261 [validation disabled]
    [Header checksum status: Unverified]
    User Datagram Protocol, Src Port: 5060, Dst Port: 5060
    Source Port: 5060
    Destination Port: 5060
    Length: 418
    Checksum: 0xa61e [unverified]
    [Checksum Status: Unverified]
    [Stream index: 5]
    [Time since first frame: 14.209374000 seconds]
    [Time since previous frame: 0.025836000 seconds]
    Session Initiation Protocol (403)
    Status-Line: SIP/2.0 403 Forbidden
    Status-Code: 403
    [Resent Packet: False]
    [Request Frame: 220517]
    [Response Time (ms): 41]
    Message Header
    Via: SIP/2.0/UDP;branch=z9hG4bK-d8754z-96214857d495b313-1—d8754z-;rport
    Transport: UDP
    Sent-by Address:
    Sent-by port: 5060
    Branch: z9hG4bK-d8754z-96214857d495b313-1—d8754z-
    RPort: rport
    Warning: 399 “29H Access Barred”
    From: “3287” <sip:3287@>;tag=1afdaaf6b6
    SIP Display info: “3287”
    SIP from address: sip:3287@
    SIP from address User Part: 3287
    SIP from address Host Part:
    SIP from address Host Port: 5060
    SIP from tag: 1afdaaf6b6
    To: <sip:1972@>;tag=0_2168079600-345873495
    SIP to address: sip:1972@
    SIP to address User Part: 1972
    SIP to address Host Part:
    SIP to address Host Port: 5060
    SIP to tag: 0_2168079600-345873495
    Call-ID: 73f260380811ff63Y
    [Generated Call-ID: 73f260380811ff63Y]
    CSeq: 24950 INVITE
    Sequence Number: 24950
    Method: INVITE
    Contact: <sip:>
    Contact URI: sip:
    Contact URI Host Part:
    Server: Mitel-3300-ICP
    Content-Length: 0 is the MiVB is the internal interface of the MBG
    EXT 3287 is the HD ACD agent SIP Softphone.

    Any and all replies are appreciated!

    Brian Heinz

    How are you creating the second line key for the ACD Agent, since and ACD agent ID can only be a single line appearance? Usually I’ll create a 2nd line derived from the agent ID (4*001 for Agent ID 4001, for example).

    Kurt Bobinger

    Yes, same way, for example ACD AGENT 4001, the MC key is a single line key of **4001

    Brian Heinz

    I seem to recall hearing/reading something somewhere that MiCollab client doesn’t like extensions that start with *, so maybe try a different number format?

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