Overview

Occasionally, Smart Office Connect may not be providing any audio despite agents being able to connect and receive calls. This issue may also only affect users connected to a certain network or operating from a specific machine.

Solution

The most common reason for Smart Office Connect not returning audio, despite receiving calls successfully, is that there is some form of connection issue preventing audio from being delivered.

In particular, SIP ALG has been found to cause this issue, and it is not supported by Kandy. It is therefore recommended that SIP ALG is disabled to prevent any related problems with SOC audio. Some hints that this is the case can be found in the Smart Office Connect logs and extended logs:

• Some calls only have 'Sent Audio RTP packet', without any 'Received Audio RTP packet', while others have received packets as well.
• The NAT SIP ALG is changing the media ports repeatedly, while SOC remains on the same port. 

In terms of a traditional firewall, the following ports need to be open and accessible for Smart Office Connect to establish a connection successfully:

• 443 / TCP
• 4998 / UDP
• 4998 / TCP
• 24998 / TCP
• 5060 / SIP
• 5070 / SIP
• 5061 / SIP

Verification

Once the issue is resolved, communication should work with two-way audio as expected. That said, if the issue persists, please raise a request with Support, making sure to share the following so we may further troubleshoot:

• The Smart Office Client logs, under Settings > Logs > Save.
• The extended logs, under C:\Users\[your_user]\AppData\Local\[SOC_folder]\Temp\TrafficLog.txt.
• Credentials for a test account with which we may attempt to reproduce the issue