====== Call Queue Busy Agents ======

===== Issue =====

  * When calling to the DuVoice extensions:
    * The caller will hear a prompt from RingCentral reporting: **'all agents are busy'**.
  * For this call, the DuVoice server will not recieve a SIP invite from the phone system.

===== Fix =====

==== Requirements ====

  * Network:
    * This fix effects SIP signalling.
      * Requiring:
        * **TCP** & **UDP** ports: ''5060'', ''5061'', ''5090'', ''5098'', and ''5099''.
  * No changes will be made to audio traffic.
    * All RTP ports will still use UDP.
      * Requiring:
        * **UDP** ports: ''49152-49408''.
  * More information can be found regarding network requirements [[howto:requirements:network|here]].

==== RingCentral ====

  * Kept for legacy purposes:
    * This manual configuration is **no longer needed**, as it should be handled by RingCentral automatically.
  * **Please note**: registration may take a few attempts after the change.

''UDP'' is preferred method as outlined in the integration documentation. This setting will need to be changed from ''UDP'' to ''TCP''.

  - Go to **RingCentral Admin Portal Home** page.
    - At top of page click on **users**.
      - On this new page under **user list**:
      - Click **Users with extensions**.
      - Find and select: ''DV2000 Port 1''
        - Expand this drop down menu: **devices and numbers**.
          - **Existing phone**
          - **Actions** column
          - Click the 3 dots.
          - Click **Setup and provision**.
            - Under **TLS**, enter: ''no''.
            - **Transport protocol**: ''TCP''.

==== DuVoice ====

  - Ensure DuVoice is on **v8.1**.
    - May require update if using **v8.0**.
  - Navigate to desktop of DuVoice server.
    - Open the **DV2000 Manager** application.
    - Click **Telephony** at the top.
    - Click **Settings** on the drop-down menu.
    - You'll be dropped into the settings window, under the **PBX** tab:
      - Under **local settings** change transport protocol from ''UDP'' to ''TCP''.