Call Queue Busy Agents

• 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.

• 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 here.

• 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.

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

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