Can't find PBX phone for Rainbow account association in the OXE system

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Diogo LIMA

• 8. März 2023 19:13

Hi guys,

When I try to associate the phone with a Rainbow account, the user's phone is not available in the device list.
The OXE system and WebRTC GW have already been restarted.
A new synchronization of the PBX's Rainbow Agent was also performed.
Even so, the new REX extensions created are not shown in the user list in Rainbow.
Has anyone faced this problem?

Regards.

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• Offizieller Kommentar

  

  Baptiste CANDELIER

  • 27. März 2023 09:17

  Hello Diogo,

  today we don't have any issue with this on Rainbow side but in the past it could occur, so one point could be to upgrade the latest OXE version to be sure to have the latest Rainbow agent. 

  But as Olivier wrote, if you can't fix the issue with a restart of the Rainbow Agent I would suggest that you open a ticket at ale.welcomecenter@al-enterprise.com. OXE support Teams can then first check the OXE configuration and if it is correct, they will forward the ticket to Rainbow support.

  Regards,
  Baptiste

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  Olivier VAILLANT

  • 8. März 2023 19:18

  Bonjour,  

  I have already got this issue few times but a restart of the "Rainbowagent" has solved it everytime 

  The command : "dhs3_init -R RAINBOWAGENT"  

  It takes 2-3 minutes to get back the telephony working on Rainbow

  Merci

  Olivier

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  Diogo LIMA

  • 8. März 2023 20:08

  Hi Olivier,

  Thanks for the answer.
  I've already restarted the rainbowagent service using this command, but unfortunately it didn't work.
  I already deleted and created a new remote extension and it didn't work either.

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  Olivier VAILLANT

  • 9. März 2023 13:09

  Hi Diogo, 

  In that case, the best way is to open a service request with ALE to investigat futher 

  Thanks

  Olivier

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