Troubleshooting guide

OmniTouch UC R3.0 – Troubleshooting Guide for IP Softphone

Edition 3 – Page 18

This state takes few seconds then the message disappears. If the message remains, this indicates

a trouble between the Softphone client and the IP gateway. Refer to the following sub-sections to

solve this problem.

2.3.4.1 Application is running and enters in “Initialisation in progress” state

If this problem appears after the initialisation phase, i.e. the client application is running well but

suddenly enters in this state, check your software version because this problem has been solved

since Release 2.0.6.5.b of OmniTouch UC. Alcatel has referenced this issue under the following

Fault Report number:

XTSce35831 – 4980 Softphone (MMPC2) stays in state "Initialization in progress

2.3.4.2 “Initialisation in progress” with 4980 Softphone in Nomadic mode

4980 Nomadic VoIP is using the H323 protocol and specific filters may have been set on firewalls.

Thus, first action to perform is to check the firewall settings.

Note that H323 is not compatible with the Network Address Translation (NAT) and you must use a

VPN tunnelling if necessary.

2.3.4.3 Port(s) must be opened when using a VPN or a Firewall

End-users with a VPN (Virtual Private Network) connection or behind a Firewall may enter in the

“Initialisation in progress” state because corresponding application ports are not opened. Refer to

the document [4]

for port numbers that must be opened for Softphone applications.

2.3.4.4 Checking the INTIP configuration

The INTIP link may have a problem. Perform first a ping command to the INTIP board to be sure

that the IP board is reachable.

Typical questions you might ask are as follows:

• Is the INTIP board really started ?

• Have IP trunks been declared ?

• Is a VLAN managed ?

• Are IP Phone sets running ?

• Can the Microsoft NetMeeting application be used and calls performed ? (this will check the

H323 aspect for 4980 Nomadic VoIP application)