No Internal Audio Path For SIP Packets

(Doc ID 986202.1)

Last updated on FEBRUARY 28, 2018

Applies to:

Oracle Contact Center Anywhere - Version: v8 and later   [Release: V8 and later ]
Oracle Contact Center Anywhere - Version: v8.1.1 and later    [Release: V8 and later]
Information in this document applies to any platform.
Internal agents after connected to each other, miss the audio path


Moving the CCA platform to a new server prevented audio path between internal calls.
We noted the audio path (SIP path) is miss routed, the expected RTP packet direction should be mediated by a single Gateway governed by the Call Center MCU.

RTP Packets

From a WireShark (aka. Ethereal) SIP control frames for audio footprint can be noticed as follow in "figure 1", clearly audio is seen from each peer but this portion is not reaching proper server.

From the above we can map the IP addresses set as follow:

RTP Mapped Network nodes
Network Element
IP address

SIP packets directions:

Note from the RTP packet time progress that the coordination for the SIP packets are out of order or miss placed, miss routed.

packet 01 preceeds packet 02, possibly order also present as swapped.

packet 01: c -> a = Gateway sends SIP audio packets to Sender(caller).
packet 02: a -> d = Sender(caller) sends SIP audio packets to Listener.

From the above fragment at no point we verify SIP packets directed to MCU , instead we notice some packets where sent directly to the Listener instead, and this is not an expected behavior once the MCU should be mediating (sending and receiving) the SIP packets to the caller IP, as well as the Gateway should be handling (sending receiving) SIP packets to the MCU IP for its turn.

Note:  Only one gateway should be present for proper direct the audio path for this audio session.

Missing packets:
From the limited verification of the fragment for the SIP log we could locate some messages that show us a lack of proper SIP packets consistent routing.

Voice Log

In "figure 2" the audio voice record is noted as presenting some wrong time stamp here issue is possible to be located.

From caller to Listener
From Gateway to caller
 >" />
figure 2


After the entire cca platform was moved to a new server it was found that the audio was not noted on each softphone end.


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