Our agents and supervisors are working from home and connecting over VPN. We have 2 VPNs connected to 2 different Date Centers for load balancing purpose. We have the following scenarios:
1) Agents are connection over VPN1
2) Supervisors are connection over VPN1
3) Agents are connection over VPN2
2) Supervisors are connection over VPN2
Supervisors connected over VPN1 are able to silent monitor the agents connected over VPN2. Also Supervisors connected over VPN2 are able to monitor agents connected over VPN1 but they can not monitor the agents connected over the same VPN as the supervisors are. Basically:
- Agent and supervisor connected over the same VPN NOT WORKING
- Agent and supervisor connected over separate VPN WORKING
When I say NOT WORKING, I mean the supervisor can't hear the audio but there's no error message. Everything works as expected except the supervisor has no audio.
Attached you can find a capture of traffic btw supervisor and agent IP Communicators
UCCX 11.6 using FINESSE
Do you guys have any idea why the supervisor can't hear the agent while connected over the same VPN?
Work with your security team that set up the VPN tunnels. Make sure your network routing policy from both client sides is not blocking TCP/IP connections from and to which you are trying to send/receive voice traffic. Next, make sure you are not blocking the voice RTP port ranges to the same. Sometimes a network diagram with IP endpoints helps expose this.
Typically what I have seen in this scenario, the default route, back to the source (in this case supervisor to an agent) network is not allowed by default.
Hope this helps.