Introduction

The following article covers how to configure SIP Endpoints that can be tested with the Cyara platform.

Table of Contents

• Prerequisites
• Firewall Requirements
• Configuration Steps
  • Installing Call Engine
  • Configuring Endpoint CSV File
  • Starting Call Engine
• Troubleshooting

Prerequisites

• Enable Outbound for the account – The Provisioned numbers to use will usually be whatever Route Point(s) your calls get delivered from.

• The number of outbound licenses should be 15% more than the total number of concurrent calls your endpoints will be answering (this is necessary due to a port cycling issue, calls will fail if you do not provide this headroom).

Firewall Requirements

Configuration Steps

Installing Call Engine

• Install Call Engine
• Configure Scheduler IP Address and Host in the Scheduler section of the Call Engine Configuration file:

<>

• Add the following lines into SIP section of the Call Engine Configuration file:

<Telephony>
<add key="NumChannels" value="XXX" />
<add key="NumChannelsToReserveForReceivingCalls" value="YYY" />
</Telephony>

This specifies how many ports this server will use (limited by licensing) and how many of these ports will be dedicated to answering calls instead of generating them. Other valid values for the receiving calls field are ‘NONE’ or a numerical value.

• Add the following lines into SIP section of the Call Engine Configuration file:

<SIP>
<add key="RegistrationCsvFile" value=".\CEndpoint.csv" />
</SIP>

Configuring Endpoint CSV File

The CEndpoint.CSV is used by the CE to register the SIP Endpoints with SIP Registrar. The following columns need to be defined:

UserName - The DN/Extn you are registering

Password - Password for the DN/Extn. Leave blank if no authentication required

Note: If a Digest authentication required - it cannot be blank

Identity - SIP URI that contains Extension Name and IP/FQDN of the SIP Registrar:

Extn@SIPServerIPAddress – e.g sip:59001@10.150.176.70

Contact - SIP URI that contains Extension Name and IP/FQDN of the CallEngine:

Extn@CallEngineIPAddress – e.g sip:59001@140.168.84.100:5060

Domain - SIP Registrar IP/FQDN

e.g 10.150.176.70

Realm - Mandatory for Digest Authentication. Has to match the realm="" value in the WWW-Auth header of 401 Unauthenticated, or 407 Authentication Required.

Hint: In Genesys deployments Realm is usually Switch name from the configuration database. For other integrations value can be obtained using Wireshark.

TTL - Time to Live, by default this is 300 seconds. You may want to make this lower, however. We have seen problems in previous engagements where 300 seconds was too long between reregistration attempts and Genesys would ‘forget’ about the endpoints until they registered again. At Australia Post we had to use a TTL of 60 seconds. It is probably best to find out what the TTL is on the customers actual Phones/Soft Phones and mimic this setting.

AuthenticationUserName - User Name that is used for Authentication. May be different from the Extension Name specified in the UserName

CUCM - true if SIP registration requires CISCO proprietary SIP. false otherwise.

DeviceName - The device name of the SIP endpoint. It is required only if CUCM is set to true.  - e.g. SEP000011110045

DeviceType - The device type of the SIP endpoint. It is required only if CUCM is set to true.  - e.g. 30016

Starting Call Engine

Call Engine initiates registration process upon startup. If a Call Engine starts and there are no records in EW log, then all the extensions are registered.

If there are changes made into the Registration.CSV file, Call Engine needs to be restarted to apply changes.

Troubleshooting

Registration Failure

The most common failure is registration issues:

• Registration failure due to network conditions
• Registration failure due to SIP Registrar rejecting registration

Lets review these 2 examples.

Registration Failure Due to Network

• Open Cyara Call Engine log file
• Look for IPEC_REG_FAIL_internalError message. It is an indication that registration attempt failed
• Install & run wireshark look for the following messages:

• Check firewall rules in order to allow SIP traffic to the target SIP Registrar

Registration failure due to SIP Registrar

• Open Cyara Call Engine EW log file
• Look for messages like Registration failed for ServiceID
• Check the end of the message:
  • IPEC_SIPReasonStatus404NotFound - SIP Response Code 404 received as the response on the registration attempt
  • IPEC_SIPReasonStatus401Unauthorized - SIP Sesponse Code 401 received as the response on the registration attempt